Desktop/AV Technician

Apply now Job no: 513975
Classification:Information Systems Technician - Networks 7
Grade:Grade 79
Work type:Staff Full-time
Administrative Unit:University of Alaska Anchorage
School/Business unit:UAA VCAS Information Technology Svc
Location: Anchorage
Categories: Information Systems/Technology

Position Summary:

UAA is seeking the ideal candidate to join our Information Technology Team. We are looking for someone with a solid customer focused technology background who can help our customers with their desktop, A/V and computer equipment technology needs.

Duties:

15Interact with an IT Service Management Tool to enter, receive, and close assignments. Serve as mentors, as well as information resources for other team members. Create and maintain technical documentation related to IT service lines and procedures. Work closely with students, staff, and faculty, as well as organizations external to the university such as vendors and other IT-related organizations. Operate University vehicles to respond to work orders.Essential
30Conduct A/V equipment troubleshooting and knowledge training for others in IT (for support), as well as faculty, students and staff. Secure, repair, maintain and replace A/V equipment in classrooms and lecture halls. Provide onsite A/V technical assistance to faculty and staff who are experiencing operational problems. Influence faculty to embrace technology and incorporate instructional technology in their curricula to enhance learning outcomes and align with student expectations.Essential
5Uphold a strict level of confidentiality and discretion. This confidentiality of all customer credentials to include (HIPAA and FERPA) information.Essential
50Provide support to the University community by troubleshooting and conducting technical support for various computer hardware and software applications. Hardware includes desktop computers, laptops, tablets, mobile devices, servers, and printers. Support devices that operate in coordination with Google Gmail, Microsoft Exchange, virtual, and VMware environments. Responsibilities includes backup of systems; data, desktop imaging, software and hardware installations/distributions, print station support, audio/visual support, basic network troubleshooting, and asset tracking. Work within established standards in an enterprise environment. Provide level 2 support for the IT Service Center and interact with customers as needed to diagnosis problem symptoms and validate successful problem resolution. Perform field level preventative maintenance, problem isolation, and problem resolution on desktop systems/servers and peripherals. Pick up, deliver, and move equipment. Technical forensic troubleshooting and diagnosis conducted on an as needed basis. Support and maintain campus computer lab facilities and equipment. Perform warranty work as a Dell & Apple authorized warranty shop. Meet or exceed desktop key performance indicators (KPI's) each month. Participate in a rotating on-call schedule to provide emergency problem resolution. Position may require traveling. Other duties as assigned.Essential

Knowledge/Skills/Abilities

  • Thorough knowledge of Intel and Apple hardware and peripheral equipment. 
  • Demonstrated experience with Windows 7/8/10, Apple OS 10.X, iPhones, iPads, and Microsoft Office applications.
  • A solid understanding of classroom technology, including the installation, setup, troubleshooting, testing and support of audio visual and video conferencing equipment.
  • Basic to intermediate computer networking skills required. 
  • Extensive IT-related troubleshooting skills, problem solving, and computer diagnostic skills.
  • Experience performing field level preventative maintenance, problem isolation, and problem resolution on desktop systems/servers and peripherals. 
  • Ability and willingness to learn new technologies.
  • Excellent communication skills to include written, verbal, and interpersonal skills. 
  • Ability to work in a team environment, as well as independently. 
  • Strong customer services skills and ability to work with a diverse population. 
  • Ability to resolve interpersonal conflict in working with others, using conflict management skills. 
  • Must be able to lift 30-50 pounds with or without reasonable accommodation. 
  • Applicants must have the ability to work overtime, weekend and after hours for on-call rotations. 
  • Have a customer-focused and service-centered work ethic
  • Must Possess excellent written and verbal communication skills. 
  • Ability to prioritize and multitask a variety of assignments, while being aware of and meeting deadlines. 
  • Have a high attention to detail. 
  • Ability to achieve and maintain a professional appearance.

Required Experience

  • 4+ Years of experience working as an IT Desktop/AV Technician or similar technical role.
  • Demonstrated experience with Windows 7/8/10, Apple OS 10.X, iPhones, iPads, Printers and Microsoft Office Applications.
  • Solid technical skills and experience in computer networking, desktop, A/V, printing support and software deployment.
  • Extensive IT-related troubleshooting skills, problem-solving and computer diagnostics skills.
  • Excellent customer service and written and verbal communication skills.
  • Productive results working on a team and individually.

NOTE: Applicants must possess an unrestricted Alaska driver's license or be able to obtain an unrestricted Alaska driver's license within 60 days of accepting the position. Finalists must pass a background check prior to employment.

Typical Education or Training

  • Associates or Bachelors Degree is preferred.
  • Dell and Apple certification, or the ability to obtain this certification within one year is required.
  • The following certifications and/or knowledge/skills are preferred: 
    • A+ certification 
    • Apple Certified Macintosh Technician certifications 
    • Experience with Microsoft Windows 2008/2012/2016 Server 
    • Deploy Studio/JAMF
    • Service Center Configuration Manager (SCCM) 
    • VMware 

This is a full-time, Grade 79, minimum $25.82 hourly, DOE, 12-month position complete with a competitive salary and UA employee benefits package. This position is open until filled with the initial application review taking place on November 22, 2019.   To ensure your application is considered, apply by 11:55 pm, 11/21/2019.  Applications received after this date may not be considered.

Background Check:

The successful applicant is required to complete a background check. Any offer of employment is contingent on the background check.

Affirmative Action Statement:

UA is an AA/EO employer and educational institution and prohibits illegal discrimination against any individual:  www.alaska.edu/nondiscrimination

Public Disclosure Statement:

Your application for employment with the University of Alaska is subject to public disclosure under the Alaska Public Records Act.

University of Alaska is a Drug Free Workplace. University of Alaska is a Drug Free Workplace

Probationary Period:

Pursuant to University Regulation 04.07.020, new employees of the University are employed in an at-will probationary status for the first six months of employment. During the probationary period, employment may be terminated for no reason or any reason. Promoted employees also serve a probationary period with limited rights of retreat.

Training Policy:

It is the policy of the University of Alaska that all employees are required to attend training to meet the requirements of the positions they hold and to complete the required training within a specified period of time to remain employed at UA.

Contact Information: If you have any questions regarding this position please contact University of Alaska HR at 907-450-8200.

Advertised: Alaskan Standard Time
Applications close: Alaskan Standard Time

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