TECHNICAL ASSISTANT IV at the Information Technology Resource Management Office

Job Summary
Under the supervision of the End User Computing Group Manager, and Sr. Systems Administrator, the Technical Assistant IV handles end-user computer requirements and network service technical assistance requirements.

Job Responsibilities
1) Hardware installation, troubleshooting (Central Admin & Affiliate Offices)

· Installs of new hardware such as desktops, laptops, scanners, projectors, and printers
· Troubleshoots hardware such as desktops, laptops, scanners, projectors, and printers, if faulty, or does not work properly
· Installs hardware drivers for desktops, laptops, scanners, projectors, and printers, if necessary

2) System software installation, troubleshooting (Central Admin & Affiliate Offices)

· Installs system software, such as Linux, Mac, or Windows
· Troubleshoots operating system software, e.g. Linux, Mac, or Windows
· Runs regular backups on pre-identified systems

3) Application software installation, troubleshooting (Central Admin & Affiliate Offices)

· Installs application software such as Microsoft Office and other related office productivity tools, antivirus, communication-related application software
· Troubleshoots ITRMO-provided software, such as Microsoft Office and Google Apps
· Runs regular backups on pre-identified software data

4) Technical support for Network Services (Network technician requirements) (IT Infrastructure Group)

· Resolves internet-related connectivity issues

5) Network device installation, troubleshooting (IT Infrastructure Group)

· Installs and maintains network nodes such as Wi-Fi access points, network routers, etc.
· Assists in the setup and monitoring of video live streaming services (by request)
· Assists in the setup and monitoring of video conferencing sessions (by request)

6) Checks network service status (IT Infrastructure Group)

· Checks on network nodes to see if it is functioning as expected on a regular basis
· Monitors live streaming services as per request

7) Documents technical support requests, and actions taken by creating and updating tickets

· Documents and resolves issues through the internal ticketing system

8) Resolves or forward/assign tickets, based on escalation procedures

· Acts on the resolution of issues through the internal ticketing system

9) Creates/updates microsites and sections of the University website according to requirements (optional)

· Designs/implements web pages and microsites for various offices in the University for the Ateneo website
· Coordinates with office, provide tech support for office to ensure their web pages are updated and follow the standards of University Communication and Public Relations Office.

QUALIFICATIONS:
1) At least Bachelor’s Degree in Information Technology, or related course
2) At least 2 years work experience in the following:

· Computer (hardware and software) and network repair and troubleshooting
· Technical support

3) Knowledge/trainings/relevant experience on:

· Network device installation and troubleshooting
· Network systems concepts
· Proficient in office productivity software suites (MS Office, Google Apps)
· Web design skills, familiarization with Drupal, CSS, and JavaScript (optional)

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TECHNICAL ASSISTANT IV at the Information Technology Resource Management Office

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