IT Support Technician
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Job Description Summary
NATURE OF WORK IN THIS CLASS : IT Support Technician performs skilled work in the installation, repair, and maintenance of computer equipment. The IT position provides technical advice and support for employees and students who use computer hardware and software effectively. This position monitors and maintains computers, computer systems, networks, and other IT systems; installs and configures computer systems, diagnoses hardware and software faults; and solves technical and application problems, either over the phone or in person. The IT Support Technician’s role may span one or more areas of expertise. CHARACTER OF DUTIES : The IT Support Technician reports to the Chief Information Officer and serves as a frontline technology resource, responsible for supporting the reliability, security, and continuity of the University’s information technology environment. Work requires sound judgment, responsiveness, and a service-oriented approach in addressing the technology needs of employees and students. The position contributes to the consistent delivery of IT services by following established standards, procedures, and security practices; safeguarding institutional technology resources; and promoting the effective and appropriate use of University systems. The incumbent is expected to communicate technical information clearly, exercise professionalism when working with users, adapt to changing technology and operational requirements, and contribute to minimizing service disruptions that may affect academic and administrative operations. SPECIAL WORKING CONDITIONS : Normal work schedule may include on-call, late evening, early morning, or weekend work on a periodic or frequent-needbasis. ILLUSTRATIVE EXAMPLES OF WORK : (Any one position may not include all duties listed, nor do the examples cover all the duties that may be performed.) The IT Support Technician is mainly responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. Individual tasks vary depending on the unit but may include: Assisting and supporting employees and students through a series of actions, face-to-face, on telephone, or online to help set up systems or resolve issues; installing and configuring computer hardware, operating systems and applications; monitoring and maintaining computer systems and networks; troubleshooting system and network problems and diagnosing and solving hardware or software issues. Maintaining records and preparing reports; managing IT inventory and replacing parts as required; providing support, including procedural documentation and relevant reports; following diagrams and written instructions to repair a fault or set up a system; supporting the roll-out of new applications; setting up new user accounts and profiles and dealing with password issues; responding within agreed time limits to call-outs; working continuously on a task until completion ( or referralto third parties, if appropriate); prioritizing and managing many open cases at one time; rapidly establishing a good working relationship with employees, students, and other professionals. Testing and evaluating new technology; and performing related work as required.
Minimum Qualifications
MINIMUM QUALIFICATIONS : A) An Associate’s degree in Information Technology (IT), Computer Science (CS), Computer Information Systems ( CIS ), or at least 60 credit hours completed toward a degree in IT, CS, CIS , or a related field; OR B) Any equivalent combination of experience and training which provides the minimum knowledge, skills and abilities.
Preferred Qualifications
PREFERRED QUALIFICATIONS : Proficient in IT and related disciplines Experienced in Customer Service related to technical support
Work Schedule
Monday to Friday, 8:00am to 5:00pm
Other Information
QUALIFICATIONS REQUIRED : Pursuant to Public Law 26-87 as amended by Public Law 29-113, all future employees of any position within the government of Guam will be required, at minimum, to possess one of the following: A high school diploma; or Successful completion of the General Educational Development ( GED ) Test; or The equivalent of a general education high school program; or Successful completion of a certification program from a recognized, accredited, or certified vocational technical institution, in a specialized field for the job. EDUCATION : Applicants claiming degrees or credit hours are required to upload a certified copy of the documents (e.g., unofficial transcripts, high school diploma, or GED certification) with an online job application through the UOG’s online employment portal at https://uog.peopleadmin.com . Upon selection, the selected candidate will be required to submit an official transcript to the University of Guam Human Resources Office. WORK ELIGIBILITY : Submission of completed job applications authorizes the University of Guam to seek and obtain information regarding the applicant’s suitability for employment. All factors which are job-related may be investigated (i.e., previous employment, educational credentials, and criminal records). All information obtained may be used to determine the applicant’s eligibility for employment in accordance with equal employment opportunity guidelines. In addition, the applicant releases previous employers and job-related sources from legal liability for the information provided. Section 25103, Chapter 25, Title 10 of the Guam Code Annotated requires college or university employees to undergo a physical examination, to include a test for tuberculosis (skin or x-ray), prior to employment and at least annually thereafter. A report of such examination must be conducted by a licensed physician within a state or territory of the United States and must be submitted upon request. Federal law requires presentation of eligibility to work in the United States within seventy-two (12) hours of reporting for employment. Specifically, 8 USC 1324A requires the employer to verify the identity and eligibility to work in the United States of all newly hired employees. The University of Guam is required to comply with this law on a non-discriminatory basis. If you are hired to fill a position within the University of Guam, you will be required to present valid documents to comply with the law. POLICE AND COURT CLEARANCE : Pursuant to Public Law No. 28-24 and Executive Order No. 2005-34, applicants selected for a position are required to provide original police and court (Superior Court of Guam) clearances of no more than three (3) months old prior to commencement of employment. Off-island applicants must obtain clearances from their place of residence. Applicants are responsible for fees associated with obtaining the clearances. HOW TO APPLY : All applicants must submit an online job application through UOG’s online employment portal system at https://uog.peopleadmin.com and upload supporting documents with their application. For further information, please call 735-2350. UNIVERSITY INFORMATION : Information on the University’s campus security and fire safety may be accessed at https://www.uog.edu/safetysecurity/ . THE UNIVERSITY OF GUAM IS AN EQUAL OPPORTUNITY EMPLOYER AND PROVIDER : The University of Guam complies with Public Law 24-109 in reference to the provisions and requirements of the Americans with Disabilities Act. Assistance in EEO / ADA matters and inquiries concerning the application of Title IX and its implementing regulations may be referred to the University’s Director, EEO and Title IX/ ADA Coordinator, located at the EEO / ADA and Title IX Office, Dorm II, Iya Hami Hall, Room 104, Telephone No. (671) 735-2244; TTY (671) 735-2243; or to the Office of Civil Rights ( OCR ).
NATURE OF WORK IN THIS CLASS : IT Support Technician performs skilled work in the installation, repair, and maintenance of computer equipment. The IT position provides technical advice and support for employees and students who use computer hardware and software effectively. This position monitors and maintains computers, computer systems, networks, and other IT systems; installs and configures computer systems, diagnoses hardware and software faults; and solves technical and application problems, either over the phone or in person. The IT Support Technician’s role may span one or more areas of expertise. CHARACTER OF DUTIES : The IT Support Technician reports to the Chief Information Officer and serves as a frontline technology resource, responsible for supporting the reliability, security, and continuity of the University’s information technology environment. Work requires sound judgment, responsiveness, and a service-oriented approach in addressing the technology needs of employees and students. The position contributes to the consistent delivery of IT services by following established standards, procedures, and security practices; safeguarding institutional technology resources; and promoting the effective and appropriate use of University systems. The incumbent is expected to communicate technical information clearly, exercise professionalism when working with users, adapt to changing technology and operational requirements, and contribute to minimizing service disruptions that may affect academic and administrative operations. SPECIAL WORKING CONDITIONS : Normal work schedule may include on-call, late evening, early morning, or weekend work on a periodic or frequent-needbasis. ILLUSTRATIVE EXAMPLES OF WORK : (Any one position may not include all duties listed, nor do the examples cover all the duties that may be performed.) The IT Support Technician is mainly responsible for the smooth running of computer systems and ensuring users get maximum benefits from them. Individual tasks vary depending on the unit but may include: Assisting and supporting employees and students through a series of actions, face-to-face, on telephone, or online to help set up systems or resolve issues; installing and configuring computer hardware, operating systems and applications; monitoring and maintaining computer systems and networks; troubleshooting system and network problems and diagnosing and solving hardware or software issues. Maintaining records and preparing reports; managing IT inventory and replacing parts as required; providing support, including procedural documentation and relevant reports; following diagrams and written instructions to repair a fault or set up a system; supporting the roll-out of new applications; setting up new user accounts and profiles and dealing with password issues; responding within agreed time limits to call-outs; working continuously on a task until completion ( or referralto third parties, if appropriate); prioritizing and managing many open cases at one time; rapidly establishing a good working relationship with employees, students, and other professionals. Testing and evaluating new technology; and performing related work as required.
Minimum Qualifications
MINIMUM QUALIFICATIONS : A) An Associate’s degree in Information Technology (IT), Computer Science (CS), Computer Information Systems ( CIS ), or at least 60 credit hours completed toward a degree in IT, CS, CIS , or a related field; OR B) Any equivalent combination of experience and training which provides the minimum knowledge, skills and abilities.
Preferred Qualifications
PREFERRED QUALIFICATIONS : Proficient in IT and related disciplines Experienced in Customer Service related to technical support
Work Schedule
Monday to Friday, 8:00am to 5:00pm
Other Information
QUALIFICATIONS REQUIRED : Pursuant to Public Law 26-87 as amended by Public Law 29-113, all future employees of any position within the government of Guam will be required, at minimum, to possess one of the following: A high school diploma; or Successful completion of the General Educational Development ( GED ) Test; or The equivalent of a general education high school program; or Successful completion of a certification program from a recognized, accredited, or certified vocational technical institution, in a specialized field for the job. EDUCATION : Applicants claiming degrees or credit hours are required to upload a certified copy of the documents (e.g., unofficial transcripts, high school diploma, or GED certification) with an online job application through the UOG’s online employment portal at https://uog.peopleadmin.com . Upon selection, the selected candidate will be required to submit an official transcript to the University of Guam Human Resources Office. WORK ELIGIBILITY : Submission of completed job applications authorizes the University of Guam to seek and obtain information regarding the applicant’s suitability for employment. All factors which are job-related may be investigated (i.e., previous employment, educational credentials, and criminal records). All information obtained may be used to determine the applicant’s eligibility for employment in accordance with equal employment opportunity guidelines. In addition, the applicant releases previous employers and job-related sources from legal liability for the information provided. Section 25103, Chapter 25, Title 10 of the Guam Code Annotated requires college or university employees to undergo a physical examination, to include a test for tuberculosis (skin or x-ray), prior to employment and at least annually thereafter. A report of such examination must be conducted by a licensed physician within a state or territory of the United States and must be submitted upon request. Federal law requires presentation of eligibility to work in the United States within seventy-two (12) hours of reporting for employment. Specifically, 8 USC 1324A requires the employer to verify the identity and eligibility to work in the United States of all newly hired employees. The University of Guam is required to comply with this law on a non-discriminatory basis. If you are hired to fill a position within the University of Guam, you will be required to present valid documents to comply with the law. POLICE AND COURT CLEARANCE : Pursuant to Public Law No. 28-24 and Executive Order No. 2005-34, applicants selected for a position are required to provide original police and court (Superior Court of Guam) clearances of no more than three (3) months old prior to commencement of employment. Off-island applicants must obtain clearances from their place of residence. Applicants are responsible for fees associated with obtaining the clearances. HOW TO APPLY : All applicants must submit an online job application through UOG’s online employment portal system at https://uog.peopleadmin.com and upload supporting documents with their application. For further information, please call 735-2350. UNIVERSITY INFORMATION : Information on the University’s campus security and fire safety may be accessed at https://www.uog.edu/safetysecurity/ . THE UNIVERSITY OF GUAM IS AN EQUAL OPPORTUNITY EMPLOYER AND PROVIDER : The University of Guam complies with Public Law 24-109 in reference to the provisions and requirements of the Americans with Disabilities Act. Assistance in EEO / ADA matters and inquiries concerning the application of Title IX and its implementing regulations may be referred to the University’s Director, EEO and Title IX/ ADA Coordinator, located at the EEO / ADA and Title IX Office, Dorm II, Iya Hami Hall, Room 104, Telephone No. (671) 735-2244; TTY (671) 735-2243; or to the Office of Civil Rights ( OCR ).