IT Technician

IT Technician

Knowledge, Skills, and Abilities (KSAs): Knowledge of computer operations. Specialized knowledge of technical area. Customer service skills. Problem solving and critical thinking skills. Record keeping skills. Ability to analyze problems and explain or implement solutions. Ability to follow and understand written and oral instructions. Ability to explain technical information to a diverse audience with varying technical skills.

Role Description

Responsible for supporting information technology, infrastructure, systems, equipment, help desk, and facilities by identifying problems and issues. The IT Technician role is the first line of customer interface. Competencies for this role are usually gained through specialized or on-the-job training.

Typical Functions:


Monitors equipment and status of systems.
Records information about system operations.
Ensures systems operate properly.
Contacts proper parties to report issues when alarm or alert is activated.
Operates computers.
Monitors the rights to program and software licenses.
Moves equipment.
Provides work direction to others.

Levels

IT Technician 1

Entry-level role that performs routine, standardized, and well-defined tasks.
Provides resolution to routine problems that have clearly defined solutions, guided by policies and procedures.
Work is closely supervised and reviewed for accuracy.
Provides end-user support by contacting the appropriate parties to report issues when alarm or alert is activated.
Provides basic installation such as equipment moves.
Monitors equipment and status of systems.
Records information about system operations.
Ensures systems operate properly.

Education/Experience:

Typically requires a high school diploma and one year of relevant experience, or an equivalent combination of education, training, and experience. Applicable certification may be preferred.

IT Technician 2

Receives trouble communications, researches, and diagnoses problems.
Tasks vary from day to day; decides how tasks are completed within established policies and procedures.
Work is reviewed for accuracy and overall acceptability.
Non-routine tasks and security concerns are referred to higher level.
Researches and diagnoses end user or system issues by performing local and remote testing and partners with internal/external support to help find resolution.
Provides skilled installation such as new equipment configuration and installation of software.
Identifies security concerns and elevates to appropriate level.
Trains users on basic operation and maintenance of computers, classrooms, and components.
Works with faculty and staff on information technology related projects and makes recommendations for purchases.

Education/Experience:

Typically requires a high school diploma and two years of relevant experience, or an equivalent combination of education, training, and experience. Applicable certification may be preferred.

IT Technician 3

Assists users with more complex problems by performing local and remote testing.
Operates as the on-site expert for support and problem resolution and/or leads a team performing similar functions.
Work is performed within established guidelines.
Decisions include how to carry out work in varying circumstances by interpreting individual situations and determining which guidelines are most effective out of those available.
Researches and analyzes information to solve problems.
Work is performed under general supervision.
Provides specialized installation and repairs of equipment and IT infrastructures.
Partners with faculty, staff, and students on basic information technology related projects.
Develops and facilitates end-user training on specialized equipment, software, and systems.
Analyzes basic requests for equipment and infrastructure upgrades or changes.
Provides oversight in an area or facility.

Education/Experience:

Typically requires an associate’s degree in a relevant field and two years of relevant experience, or an equivalent combination of education, training, and experience. Applicable certification may be preferred.

IT Technician 4

Provides guidance and implements the design and development of information technology systems or spaces.
Tasks are diverse and require judgment guided by outcomes, principles, and standards.
Sets objectives for own work and uses discretion to make decisions within delegated authority.
Interprets situations and proactively solves and recognizes problems.
Modifies procedures to effectively solve problems.
Independently handles problems with larger scope that often requires investigation.
Monitors outcomes and deadlines.
Work is performed under limited supervision.
Recognized as the expert or lead for a functional area of responsibility.
Assesses and analyzes the most complex problems.
Works with faculty, staff, and students on complex information technology related projects.
Makes recommendations for process and procedure updates.
Evaluates, defines, and makes recommendations for proposals and requests for complex equipment, infrastructure creation, and upgrades.
Creates reports from documented data and trends.

Education/Experience:

Typically requires an associate’s degree in a relevant field and three years of relevant experience, or an equivalent combination of education, training, and experience. Bachelor’s degree in a relevant field preferred. Applicable certification may be preferred.