IT Support Technician II

Cascade Management•Tigard, OR

1d•$20 - $26•Onsite

About The Position

The IT Support Tech II under direct supervision, installs, maintains, tests and repairs systems and networks. This position is distinguished from an IT Support Technician I by expanding the technical role and operational procedures, while also demonstrating an ability to use independent decision making and initiative to solve complex problems. This involves working directly with customers, owners, and end users, providing advanced troubleshooting skills and determining best practices and standard computing procedures. The IT Support Tech II will assist in expediting process workflow while completing business objectives, addressing all computing needs and resolves assigned service requests, monitors site performance and up-time through customer communication and feedback. Performs responsibilities in accordance with all company standards, policies, and procedures.

Requirements

High school diploma or GED; at least 2 years of experience directly related to the duties and responsibilities specified
Bachelor’s Degree in Computer Science, Information Technology or comparable certification
Higher education and/or experience that is directly related to the duties and responsibilities specified may be interchangeable on a year-to-year basis.
Knowledge of a wide range with depth of knowledge in computer systems, software, applications, hardware, networking, and communications necessary
Ability to communicate technical information to nontechnical personnel.
Excellent written and oral communication skills as well as listening skills and interpersonal skills.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Must be able to provide effective change-management skills with regard to technology upgrades that will effectuate change to support the client goals.
Ability to analyze and resolve basic problems, specific to technology and computers.
Ability to communicate technical guidance and instruction to users on the use of PC and/or mainframe applications and systems.
Valid Driver’s License is required.
Microsoft 365 Certification required
Knowledge of computer and/or network security systems, applications, procedures, and techniques.
Ability to identify, troubleshoot, and resolve computer system malfunctions.
Time management, analytical, and organizational skills.
Ability to prioritize multiple projects and meet strict deadlines.
Ability to learn new systems and applications.

Nice To Haves

CompTIA (A+, Cloud+, Security+) Certification or equivalent preferred

Responsibilities

Manages and provides assistances on various software applications and hardware systems for department users and/or the university community.
Manage, resolve and track Help Desk user tickets for all Tier 2 issues.
Provide individual instruction and/or training to users on new or updated technologies. May train student employees.
Performs routine and nonroutine technical assistance and maintenance duties.
Assists in managing all updates in record keeping system; may document projects and maintain user instructions.
Provides support with tracking inventory levels of equipment and materials; performs data entry and maintenance of records such as, but not limited to, project documents, user instructions, general reports and/or systems errors.
May order, track and perform billing for technology or department.
Manages, schedules and performs routine technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves general system hardware, software, and basic to complex network failures and conflicts.
Assists with the review, evaluation and recommendation of solutions relating to hardware and software acquisitions and/or network updates.
Performs research, supports development initiatives, and performs implementation of new technologies with moderate to high scope and impact.
Assists with the installation, configuration and maintenance of computers, workstations and/or other related equipment and devices (remote access and in person).
Maintains currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.
Create standardized written systems within scope of work to achieve departmental standard operating processes (SOP) in partnership with IT System Admin and Manager roles.
Supports department team members in a variety of IT related projects, issues and solutions with a higher level of complexity and risk.
Performs miscellaneous job-related duties as assigned.