IT Support Technician

Position Information

Monday to Friday, 8:00am to 5:00pm

UGPP/I-01 $34,886.00 - UGPP/I-18 $61,487.00 Per Annum

NATURE OF WORK:

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 to use computer hardware and software effectively. This position monitors and maintains computers, computer systems, networks, and other IT systems; may install and configure computer systems, diagnose hardware and software faults, and solve technical and applications 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:
Under the direct supervision of the Dean, the IT Support Technician installs, maintains, and repairs the computer equipment, networks, audio-visual systems, and instructional technology of the School of Business and Public Administration (SBPA). The position supports faculty, staff, and students in their use of these systems and resolves technical issues in person, by phone, or online. Responsibilities include tier-1 support for the School's Learning Management System and for the synchronous classroom technology used in regional and off-island cohort delivery, in coordination with the Online Learning Coordinator and the Office of Information Technology.
The IT Support Technician ensures the reliable operation of SBPA's computer systems and instructional technology in support of faculty, staff, and students. Typical duties includes, providing technical support to faculty, staff, and students in person, by phone, or online; Install, configure, and maintain computer hardware, operating systems, applications, and networks across SBPA facilities; Troubleshoot and resolve hardware, software, and network issues; Maintain classroom
audio-visual and videoconferencing systems, including those used for hybrid and off-island cohort delivery; Provide tier-1 support for the Learning Management System; Set up user accounts and resolve password and access issues; Manage IT inventory and parts replacement; coordinate procurement and lifecycle planning with OIT; Support backup, recovery, and business continuity, including post-typhoon operating conditions; Respond to service requests within established
timeframes; Test, evaluate, and roll out new applications and classroom technology; Maintain records and prepare reports; Maintain effective working relationships with faculty, staff, students, and colleagues; and perform related duties as required.
ILLUSTRATIVE EXAMPLES OF WORK: (Any one position may not include all duties listed, nor do the examples cover all the duties 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 and may include assisting and supporting employees and students through a series of actions, face-to-face, on the 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 referral to 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 performs related work as required.

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 degree in IT, CS, CIS or related field; or
B) Any equivalent combination of experience and training which provides the minimum knowledge, skills and/or abilities.

None

KNOWLEDGE, SKILLS AND/OR ABILITIES:
Knowledge of IT and computer hardware and software, operating systems, and networking. Excellent oral and written communication skills. Ability to follow oral and written instructions. Ability to apply safe work practices on the job. Ability to maintain strong client focus and a genuine desire to assist. Ability to be methodical and disciplined in analyzing and solving technical issues. Ability to work effectively with the public and employees.

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 (72) 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.
Due to budgetary constraints, UOG is not able to pay the additional application cost of $100,000 as required by the U.S. Presidential Proclamation for any applicants that will require an H1B Visa to legally work at UOG.
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 applications 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 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).

THE UNIVERSITY OF GUAM SOLICITS APPLICATIONS TO ESTABLISH A LIST OF ELIGIBLES FOR
THE FOLLOWING LIMITED TERM APPOINTMENT, FULL-TIME POSITION (SUBJECT TO THE
AVAILABILITY OF FUNDS):
Please apply at http://uog.peopleadmin.com

University of Guam is a drug-free work environment and an equal opportunity employer, military family, disability and veterans are encouraged to apply. Federal Law requires presentation of proof of identity and eligibility to work in the U.S. We comply with this law on a nondiscriminatory basis.

For technical assistance or inquiries in completing the application, please contact Eliza Soriano at esoriano@triton.uog.edu

Applicants claiming degrees or credit hours are required to have an original or copy of the documents (e.g., transcripts, high school diploma) or GED certification accompany the application.

For further inquiries you may contact the University of Guam Human Resources Office at (671)735-2350 or email at uoghro@triton.uog.edu