Job Title: Service and Repair Technician

Department: Information Technology (ITS)

Reports To: IT Services Coordinator

SUMMARY:

The person in this position must apply existing technical skills and knowledge to accurately diagnose, service and repair computers that are personally owned by IWU students, faculty, staff, administrators or retirees. They should already possess a moderate skill set to accomplish necessary diagnosis and repairs (involving anything from virus removal to hardware troubleshooting), be reliable in attendance and in paying attention to detail, be customer service oriented and be able to work independently and as part of a team to ensure the best possible service to our clients. They will need to be able to identify and carry out "best practices" and adhere to strict ethical guidelines due to the personal data dealt with. This position offers the opportunity for furthering your hands-on technical skills as well as cooperative and coordinated work with cutting edge challenges that affect users in their daily lives.

RESPONSIBILITIES:

Recognizing patterns in issues relating to virus infections, corrupted software and hardware failures.

Monitoring and reporting on multiple computers.

Collecting detailed Information about problem devices and performing a thorough search through available resources for a solution.

Create ample documentation for all things done to a particular machine.

Consistently checking 3900 database system for all Service & Repair related calls and any updates related to them.

Contact clients to discuss their computer and the work that has been done as well as when they are able to pick it up.

Maintain a constant level of professionalism

CRITICAL JOB KNOWLEDGE

Thorough understanding of: