What are the responsibilities and job description for the TCAT Service Center Technician Specialist position at System Office?
Title: TCAT Service Center Technician Specialist
Employee Classification: Clerical & Secretarial
Institution: System Office
Department: Information Technology
Campus Location: Tennessee Board of Regents System Office
Job Summary
The Service Center TCAT Technician Specialist is a professional who provides technical support and assistance to the students, faculty, and staff at their assigned TCAT institution. They are responsible for installing, maintaining, repairing, and troubleshooting computer hardware, software, and network devices. They also provide training and guidance to the users of the college’s technology resources.
Job Duties
10% - Setting up and configuring computer equipment and software for classrooms, labs, offices, and other areas of the college. - (Essential)
10% - Assist technology users with troubleshooting, installing, and maintaining currently used hardware, operating systems, and application software. - (Essential)
10% - Diagnosing and resolving hardware, software, and network issues reported by users. - (Essential)
5% - Documenting and tracking technical problems and solutions within the organizations ticketing and service portal. - (Marginal)
10% - Participate in maintaining an inventory of all servers, network, and end user devices. As well as working with leadership to develop and implement equipment replacement plans. - (Essential)
15% - Utilize service desk software to track and report on issues, projects, and user satisfaction. - (Essential)
10% - Collaborating with other IT staff and vendors to ensure optimal performance and security of the college’s technology infrastructure. - (Essential)
5% - Research and recommend new technologies and solutions to improve the college’s IT services. - (Marginal)
5% - Assist with the management of hardware and software security solutions, network services, telephone systems and supporting infrastructure. - (Essential)
10% - Provides technical support to instructor lead A/V needs. - (Essential)
5% - Educating and training users on how to use computer applications and devices effectively. - (Marginal)
5% - Other duties as assigned - (Marginal)
Minimum Qualifications
Employee Classification: Clerical & Secretarial
Institution: System Office
Department: Information Technology
Campus Location: Tennessee Board of Regents System Office
Job Summary
The Service Center TCAT Technician Specialist is a professional who provides technical support and assistance to the students, faculty, and staff at their assigned TCAT institution. They are responsible for installing, maintaining, repairing, and troubleshooting computer hardware, software, and network devices. They also provide training and guidance to the users of the college’s technology resources.
Job Duties
10% - Setting up and configuring computer equipment and software for classrooms, labs, offices, and other areas of the college. - (Essential)
10% - Assist technology users with troubleshooting, installing, and maintaining currently used hardware, operating systems, and application software. - (Essential)
10% - Diagnosing and resolving hardware, software, and network issues reported by users. - (Essential)
5% - Documenting and tracking technical problems and solutions within the organizations ticketing and service portal. - (Marginal)
10% - Participate in maintaining an inventory of all servers, network, and end user devices. As well as working with leadership to develop and implement equipment replacement plans. - (Essential)
15% - Utilize service desk software to track and report on issues, projects, and user satisfaction. - (Essential)
10% - Collaborating with other IT staff and vendors to ensure optimal performance and security of the college’s technology infrastructure. - (Essential)
5% - Research and recommend new technologies and solutions to improve the college’s IT services. - (Marginal)
5% - Assist with the management of hardware and software security solutions, network services, telephone systems and supporting infrastructure. - (Essential)
10% - Provides technical support to instructor lead A/V needs. - (Essential)
5% - Educating and training users on how to use computer applications and devices effectively. - (Marginal)
5% - Other duties as assigned - (Marginal)
Minimum Qualifications
- Ability to travel to remote sites.
- Ability to perform physical tasks to perform job duties which may involve working under office furniture or from a ladder as necessary.
- Willingness to learn new technologies and skills
- An associate’s degree or equivalent college coursework (such as a technical degree) in Information Technology or a related field, along with at least one year of recent, relevant experience; or a high school diploma (or equivalent) with a minimum of two years of recent, relevant experience.
- Documentation of certifications and experience required.
- Experience in Higher Education
- CompTIA A or other related certifications desired.
- Excellent oral and written communication skills.
- Strong and effective interpersonal skills to maintain effective working relationships with students, faculty, staff, and external constituencies.
- Ability to troubleshoot and resolve issues involving endpoints, networks, servers, and related resources.
- Working technical knowledge of endpoint operating systems such as Microsoft and Apple.
- Knowledge of applicable data privacy practices and laws.
- Ability to perform with limited direction, self-starter.
- Strong communication, customer service, and problem-solving skills
- Ability to manage multiple projects and operational workstreams simultaneously.
- Experience in computer repair, installation, and troubleshooting
- Ability to work after-hours support, as may be necessary.
- Familiarity with the common applications and devices used in an educational setting.
