About the position
The Tier II Support Technician at Tulsa Technology Center plays a crucial role in ensuring the availability and reliability of operating systems, applications, and hardware for both students and staff. This position involves diagnosing and resolving issues related to computer software, hardware, networks, and physical networks. The technician will be responsible for repairing or replacing components as necessary to maintain optimal functionality. The role requires a proactive approach to troubleshooting and problem-solving, ensuring that all technology-related issues are addressed promptly and effectively. In this position, the technician will provide support for the operating system, productivity suite, and various applications. This includes researching software problems, installing new components, and resolving hardware and software issues both onsite and remotely. The technician will also provide Level One network support, which involves installing, maintaining, and troubleshooting network printers, deploying network applications to desktop computers, and addressing internet and network issues on client computers. Additionally, the technician will offer Level One telephony support by troubleshooting IP-based phones and addressing basic user inquiries and customer concerns. The role also encompasses providing Audio/Video (A/V) support, which includes installing, maintaining, and troubleshooting A/V components and equipment. The technician will be responsible for answering helpdesk inquiries via phone, voicemail, and email, investigating issues, and providing resolutions to enhance customer service. Furthermore, the technician will oversee installation projects for computers and printers, including managing the yearly replacement cycle of computers. Researching new technology applications and recommending improvements for issues affecting the District's network and systems is also a key responsibility. Basic end-user training for various productivity suite and District standard applications will be part of the technician's duties, along with performing application delivery via the District's networked software deployment system (SMS). The technician will manage assigned projects, both internal and external, related to TTC infrastructure, providing updates and reports to stakeholders. Compliance with all policies, procedures, regulations, and other communicated requirements is essential for this position.
Responsibilities
- Ensure availability and reliability of operating systems, applications, and hardware for students and staff.
- Diagnose computer software, hardware, network, and physical network issues.
- Repair or replace components as necessary.
- Provide support for the operating system, productivity suite, and various applications.
- Research software problems and install new components as required.
- Troubleshoot and resolve onsite or remotely hardware and software problems involving monitors, CPUs, and input devices.
- Install new computers as needed.
- Provide Level One network support by installing, maintaining, and troubleshooting network printers.
- Deploy network applications to desktop computers and troubleshoot internet and network issues on client computers.
- Provide Level One telephony support by troubleshooting IP-based phones and addressing user inquiries.
- Install, maintain, and troubleshoot A/V components and equipment.
- Answer helpdesk inquiries via phone, voicemail, and email; investigate issues and provide resolutions.
- Oversee installation projects for computers and printers, including the yearly replacement cycle.
- Research new technology applications and recommend improvements for network and system issues.
- Provide onsite resolution for minor repair problems with printers and printer software.
- Provide basic end-user training for various productivity suite and District standard applications.
- Perform application delivery via the District's networked software deployment system (SMS).
- Manage assigned projects and provide updates and reports to stakeholders.
- Comply with all policy, procedure, regulation, and other communicated requirements.
Requirements
- Minimum of two years related experience in information technology, networks, and operating systems.
- State issued driver's license.
- Bilingual is a plus.
- Bachelor's Degree in Management Information Systems (MIS), Computer Information Systems (CIS), or equivalent work experience.
Benefits
- Health insurance
- Dental insurance
- Paid time off
- Life insurance
- Retirement plan
