Hardware Repair Technician

At Ball State University, inclusiveness is one of the enduring values and informs all of our work. We define 'inclusiveness' as a commitment 'to respect and embrace equity, inclusion, and diversity in people, ideas, and opinions.' As such, this value incorporates a commitment to inclusive excellence and freedom of expression.

Use specialized knowledge, required certifications, and skills to perform hardware support and repairs for PCs, printers, and other related hardware for university-owned computer systems; investigate, research, and resolve hardware and associated software networking/communication problems, compatibility, defects, product testing, and benchmarking; perform system hardware maintenance, communication connection repairs, and diagnostic testing; install computer systems and hardware peripherals; advise university clients on best solutions; recommend inventory purchases; assist in controlling hardware inventory; support students through the Technology Store and TechTime with individual consultation, minor upgrades, warranty/non-warranty work and the technical education of staff in these areas.

Associate's degree or equivalent in computer technology, electronics, or related technical field.

Three years of directly related experience; customer service experience.

Good understanding of Windows and Mac OS X systems, printers, wireless technology, and related peripherals; good troubleshooting skills; ability to obtain specified manufacturer equipment repair certifications; good verbal and written communication skills.

Bachelor's degree in computer technology or related technology field.

Additional years of experience in technical repair and support in higher education with networking knowledge; supervisory experience; proven problem-solving skills.

Student Technicians

Ball State University is an Equal Opportunity/Affirmative Action employer that is strongly and actively committed to diversity within its community. Women, minorities, individuals with disabilities and protected veterans are strongly encouraged to apply. All qualified applicants will receive equal consideration for employment without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, disability, protected veteran status or any other legally protected status.

Ball State University is located in Muncie, Indiana, on an attractive campus 45 miles northeast of Indianapolis. Approximately 20,000 graduate and undergraduate students enroll in one of eight academic colleges that offer 270+ undergraduate and graduate programs. Many of our master's, doctoral, certificate, and specialist degrees rank among the best in the nation. We engage students in educational, research, and creative endeavors that empower our graduates to have fulfilling careers and meaningful lives enriched by lifelong learning and service, while we enhance the economic, environmental, and social vitality of our community, our state, and our world.

Specialize in multiple lines of computer and printer hardware; serve as the support expert and make recommendations for purchasing new components, parts, or software (i.e. Apple, Lenovo, HP, Dell, etc.); attend specialized training and receive certifications as necessary from the vendor to maintain an up-to-date expertise level; maintain knowledge of and regularly reference vendor documentation and utilize vendor contact online, via phone, and/or in one-on-one information sessions.

Maintain a high-quality level of customer service standards in dealing with and responding to questions in person, via telephone, and e-mail from university clients and vendors; includes customer contact electronically or by phone to discuss specific symptoms of equipment, repair timelines, cost, possible solutions, recommendations, and personal contact with customers at their location on campus to deliver, repair, or pick up equipment.

Identify, evaluate, research, and resolve hardware and associated software communication problems on university owned computer systems; includes perform preventative maintenance, virus troubleshooting, tracking and general security; requires physical diagnosis of equipment; dismantle computer and printer units; test components; communicate with clients on the specifics of perceived problems, error, warranties, etc.; utilize various tools and industry standard testing devices and methods.

Install PCs, related hardware, and printers; perform complex hardware system repairs, communication, and network connection repairs, and address maintenance on a wide range of PC-based computers and hardware peripherals - Windows compatible and MAC; requires knowledge of equipment and service updates, repair practices, policies, and technical specifications of microcomputer hardware; perform preventative maintenance on PCs to ensure systems are performing at an optimum level; assist in some server maintenance and support.

Review, prioritize, and process problem reports; document progress of projects; meet regularly with the Manager of Hardware Repair Services to coordinate technical repair strategies, report progress, and discuss current hardware repair trends; complete internal and university-required documentation related to services, job tickets, outstanding part orders, customer billing, inventory maintenance, and repair history recording; maintain up-to-date status reports of outstanding repairs and completed projects or tickets; includes submit weekly reports and/or as requested for clarification or justification of delays, cost, or performance.

Evaluate existing computer system hardware; perform system upgrades based on customer needs; customize and test computer systems; resolve configuration conflicts and errors; requires knowledge of various systems and the ability to thoroughly examine components and identify resources and solutions; involves contacting vendors for technical support and parts procurement both electronically and by phone.

Organize and manage multiple technical priorities; process problem reports; perform a diverse variety of work assignments and projects related to hardware maintenance; includes assisting the Manager of Hardware Repair Services with planning, forecasting equipment and supply needs, and improving work arrangements.

Train and supervise hardware repair student employees; provide one-on-one specialized training on hardware practices, troubleshooting, university guidelines, supported products, vendor policies, work area organization, installations, testing equipment, documentation, inventory maintenance, and client contact; handle discipline, scheduling, and job or task assignment which includes check student work, verify methods employed for repairs and re-train if necessary.

Train and support TechTime student employees on current hardware diagnostic procedures and help increase their hardware knowledge and skills through direct teaching and modeling; assist with minor computer upgrades and the removal of hard drives when a data backup is needed; serve in a supervisory capacity as assigned by the Manager of the Hardware Repair Services; includes assisting with Technology Store consultations when needed.

Assist in evaluating and implementing new hardware systems; advise Manager of Hardware Repair Services on hardware repair alternatives and solutions; communicate with vendors concerning recommended repairs, warranty tracking, and upgrades; includes consulting and collaborating with internal units on hardware system issues; make recommendations and implement new solutions for improving service and operations.

Research, analyze, and recommend appropriate computer hardware for customized computer configurations; recommend equipment purchases and maintain parts inventory closet; includes organize, maintain and log order sheets; dispose of outdated or defective equipment; configure items of equipment according to instructions; requires regular client and vendor contacts as needed to discuss system uses, cost, and challenges.

Install, integrate, and configure new computer systems and hardware for university-owned computer systems; interact with unit administrators, departments, and university delegated and third-party vendors about new and existing systems and programs supported by the university for repair, installation, or informational purposes.

Perform other related duties as assigned.

Maintain regular and predictable attendance.

For nominations and information regarding this opportunity, please contact Tiffany Turner, Assistant Director of Talent Acquisition, at tiffany.turner@bsu.edu.

In support of your application for this position, please prepare and submit a cover letter that describes how your qualifications and experience align with the elements of the position description (or leadership profile). In your cover letter, please select one of our enduring values and describe how you have demonstrated a commitment to that value in your professional endeavors.