Job Description

Position Description

The Senior IT Support Technician has an expert level of technical knowledge and experience in one or more IT-related areas. This position's scope of responsibility includes providing technical support and assistance to departments, faculty, staff, and students with the use of hardware and some software support and maintenance. The Senior IT Support Technician will also specialize in hardware and software that support institutional strategic initiatives, and manage area or unit IT projects that impact multiple departments or units.

About the University

Established in 1923, Texas Tech University is a Carnegie R1 (very high research activity) Doctoral/Research-Extensive, Hispanic Serving, and state-assisted institution. Located on a beautiful 1,850-acre campus in Lubbock, a city in West Texas with a growing metropolitan-area population of over 300,000, the university enrolls over 40,000 students with 33,000 undergraduate and 7,000 graduate students. As the primary research institution in the western two-thirds of the state, Texas Tech University is home to 10 colleges, the Schools of Law and Veterinary Medicine, and the Graduate School. The flagship of the Texas Tech University System, Texas Tech is dedicated to student success by preparing learners to be ethical leaders for a diverse and globally competitive workforce. It is committed to enhancing the cultural and economic development of the state, nation, and world.
About Lubbock: Referred to as the “Hub City” because it serves as the educational, cultural, economic, and health care hub of the South Plains region, Lubbock boasts a diverse population and a strong connection to community, history, and land. With a mild climate, highly rated public schools, and a low cost of living, Lubbock is a family-friendly community that is ranked as one of the best places to live in Texas. Lubbock is home to a celebrated and ever-evolving music scene, a vibrant arts community, and is within driving distance of Dallas, Austin, Santa Fe, and other major metropolitan cities. Lubbock’s Convention & Visitors Bureau provides a comprehensive overview of the Lubbock community and its resources, programs, events, and histories.

Major/Essential Functions

Assists central IT management with technology strategic planning, technology selection, and capital replacement planning. Provides the expert level of technical knowledge and experience in IT Support for the organization. Supervises and/or manages team members and/or project leads that: Primarily provide institutional hardware and some software support and maintenance, including, but not limited to, desktops, printers, lab equipment, etc. Provide complex hardware and some software projects and resources that impact multiple departments or units. Troubleshoots complex hardware and some software problems, interfacing with area and unit IT professionals. Specializes in advanced technology that that supports institutional strategic initiatives. Adheres to all appropriate Institutional policies (including IT Ops) and other relevant internal departmental policies.

1) Endpoint & Hardware Lifecycle Management (35%)
Deploy, image, configure, and harden endpoints (desktops/laptops/kiosks), peripherals (printers, scanners, card readers), and specialty devices (digital signage, POS, ticketing).
Diagnose/repair hardware; manage RMAs/warranty, spare pools, and loaners; perform firmware/BIOS updates and preventive maintenance.
Maintain asset inventory (tagging, check-in/out, refresh cycles); track configuration baselines and change history.
Build/update gold images and device profiles with the endpoint management suite (e.g., MDM/PC management tools).

2) Event & Space Technology / AV Support (25%)
Set, test, and operate AV for meetings and events (displays, projectors, switchers, codecs, mics, mixers, PA).
Support indoor spaces and Red Raider Plaza (outdoor power/network, weatherproofing, staging); ensure ADA accommodations and assistive tech readiness.
Perform AV preventive maintenance, firmware updates, and post-event teardowns; document standards and quick-start guides.
Coordinate vendors and building partners for rentals, repairs, and last-minute needs.

3) Service Desk, Field Support & Knowledge Management (20%)
Triage, prioritize, and resolve incidents/requests via a new ticketing system (e.g., ServiceNow/Jira); meet SLAs and provide on-site “floor” support during peaks.
Handle primarily hardware issues with some software and basic systems support; escalate appropriately to central IT.
Create and maintain user-facing articles, quick reference guides, and how-tos; analyze ticket trends and drive root-cause fixes.
Communicate clearly with a diverse population of students, staff, guests, and vendors; practice service recovery when needed.

4) Infrastructure, Security & Coordination (10%)
Partner with central IT on network tasks (port activation requests, basic VLAN changes, Wi-Fi heat-checks, cabling standards); keep closets tidy (labeling, patching, UPS checks).
Administer light infrastructure/services as assigned (print queues, kiosk lockdowns, device groups); apply patches and configuration baselines.
Enforce institutional IT policies (including IT Ops), asset controls, and secure disposal; assist with incident documentation and risk mitigations.
Assist the Unit Manager for SUB IT with operational needs, vendor quotes, budget inputs for refresh cycles, and small projects.

5) Documentation, Training & Student Assistant Oversight (10%)
Draft/update SOPs, diagrams, inventories, and runbooks; maintain audit-ready records.
Train staff on basic tech use and safe handling; coach PC/Network Student Assistants on checklists, ticket hygiene, and customer service (functional oversight only).
Track emerging hardware trends and product roadmaps; recommend standardizations and lifecycle plans.



Required Qualifications

Bachelor's degree with coursework in computer science, MIS, IT, or other related area plus seven years related full-time paid experience OR a combination of related education and/or experience.

For TTU Only: Applicants for this Security Sensitive Level II position will be subject to a criminal background check and must pass a drug and alcohol test after a conditional offer of employment has been extended, but before employment can be confirmed.



Preferred Qualifications

Desktop Support Certifications, Mac experience and/or any other training or certifications related to technology services.