IT Staff IV  

Under the supervision of the End User Computing Group (EUCG) Manager and Sr. Systems Administrator, the IT Staff IV handles end-user computer requirements, and network service technical assistance requirements for Central Admin & Affiliate Offices.

Main Duties and Responsibilities

1. Hardware Installation, Troubleshooting Support

• Installs and set-up of new hardware such as desktops, laptops, scanners, projectors, and printers
• Handles the troubleshooting of hardware such as desktops, laptops, scanners, projectors, and printers, if faulty, or does not work properly
• Handles the installation of hardware drivers for desktops, laptops, scanners, projectors, and printers, if necessary
• Provides technical support in the computer hardware inventory management (location, age, specs, etc.)

2. System Software Installation, Troubleshooting Support

• Installs new system software and troubleshoots of Linux, Windows, or Mac such as Linux, Windows, or Mac
• Runs regular backups on pre-identified systems

3. Application Software Installation, Troubleshooting Support

• Installs application software such as Microsoft Office and other related office productivity tools, antivirus, communication-related application software
• Troubleshooting of ITRMO-provided software, such as Microsoft Office and Google Apps
• Runs regular backups on pre-identified software data
• Performs software inventory management (software library, license keys, where it was installed, etc.)

4. Support for Network Services (Network Technician Requirements) and IT Infrastructure Group (ITIG)

• Resolves internet-related connectivity issues

5. Network Device Installation, Troubleshooting (ITIG) Support

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

6. Checks and Monitors Network Service Status (ITIG) Support

• Regularly checks on network nodes and monitors if it is functioning as expected
• Monitors live streaming services as per request

7. Administrative and Technical Support

• Attends relevant seminars, conferences, vendor presentations, for updating on trends in technologies that can be adapted to the university setting, as instructed by the EUCG Manager
• Assists the EUCG Manager in evaluating and recommending software, hardware, and new technologies and methods that will significantly improve office productivity/lower cost of computer-related expenses, such as but not limited to the following:
  • Finding more efficient ways in implementing video live streaming sessions within the university
  • Evaluating software for document encryption
  • Comparing various video conferencing software based on the University’s need
• Assists EUCG Manager in managing or maintaining the following:
  • Software licenses
  • End-user software and hardware inventory management
  • Resets passwords on some end-user issued software, e.g. Google Apps, Microsoft Office 365
• Creates and manages office web sites using standard web services and tools, e.g. Drupal, CSS, JavaScript, Google Sites

8. Document technical support requests, and actions taken by creating and updating tickets

• Documents and resolves issues through the internal ticketing system

9. Resolves or forwards/assigns tickets, based on escalation procedures

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

10. Creates/updates microsites and sections of the University website according to requirements (when necessary)

• Designs and implements web pages and microsites for various offices in the University for the Ateneo website
• Coordinates with offices, provide technical support for office to ensure their web pages are updated and follow the standards of the University Marketing and Communications Office (UMCO)

11. Performs another task that may be assigned by the EUCG Manager and or authorized representative.

Knowledge, Skills, and Abilities:

• Computer hardware and software troubleshooting
• 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, JavaScript, and Google Sites is an advantage

Education and Experience Requirements:

• At least Bachelor’s Degree in Information Technology, or related course
• At least 2 years work experience in the following:
  • Computer and network repair and troubleshooting
  • Technical support
• Trainings/relevant experience on:
  • Network device installation and troubleshooting
  • Web design is an advantage