Job details

ESSENTIAL JOB FUNCTIONS 

Independently performs 75% or more of the following tasks: 

User Support (60%) 

• Consistently provides excellent customer service, displaying customer care best practices in support of students, faculty, staff, and other constituents. 

• Acts as primary point of escalation from first level support to troubleshoot and resolve computer hardware, software, peripherals, audio visual and networking issues at their root cause. 

• Uses efficient and effective troubleshooting techniques to gather information, identify the core of the problem, and determine its root cause. 

• Efficiently and effectively escalates issues after an appropriate time or when issues require further expertise. 

• Identifies and leverages opportunities to improve the productivity of faculty and staff by providing just-in-time training on optimal operation of computer hardware, software, audio visual and peripherals. 

• Eagerly assists other Technology Support staff in resolving issues at their root cause. 

Issue and Ticket Management (20%) 

• Accurately documents and maintains all support requests and efforts in the ticket management system. 

• Ensures support tickets are appropriately transferred, escalated, and closed. 

• Keeps customers updated on the status of their open incidents. 

• Ensures that customers are satisfied upon ticket closure. 

Projects and Administration (10%) 

• Installs, deploys, and maintains authorized computer hardware, software, peripherals and audio visual for faculty and staff in accordance with the College's acceptable use policy. 

• Installs, deploys, and maintains authorized computer hardware, software, audio visual and peripherals in classrooms and College labs in accordance with the College's acceptable use policy. 

• Accountable for problem-free operation of computer hardware, software, peripherals, audio visual and networking in classrooms and College labs.

• Travels to other campuses to provide coverage as needed. 

• Assists with special projects as assigned. 

• Administers select network-related systems as defined. 

• Scans technology marketplace to identify opportunities for further research and recommends new technologies for deployment in service of student, faculty, and staff productivity. 

• Assists in assessing the need for new and/or additional technology. 

Other Duties (10%) 

• Acts as first level support when required, performing troubleshooting in person and via phone, email and chat. 

• Assists with documenting and maintaining up-to-date, accurate, and helpful information the department's knowledge base 

• Assists in the development and enforcement of computer hardware, software, peripherals, audio visual and networking standards and acceptable use policies for students, faculty, and staff. 

• Assists in the development and enforcement of computer hardware, software, peripheral, and networking standards and acceptable use policies for classrooms and computer labs. 

• Acts as an IT liaison between to faculty and staff to communicate changes, gather feedback, suggest improvements, and implement solutions. 

• Models all institution and regulatory policies, procedures and standards. 

• Utilizes self-appraisal to determine progress in meeting performance management system objectives and career goals. 

• Proactively works with other members of the College to identify and implement key opportunities for operational improvements. 

• Other duties as assigned 

MINIMUM QUALIFICATIONS - The following qualifications are required: 

• Bachelor's Degree with one year of experience in a technology support role OR Associates Degree with two years of experience in an information technology role, at least 18 months of which were in a technology support role OR High School/GED plus four years of experience in an information technology role, at least 3 years of which were in a technology support role. 

• Effective verbal and written communication skills 

• Ability to work effectively with a wide range of customers and a focus on diversity, equity, and inclusion 

• Committed to keeping up-to-date with the ever-changing technology landscape. 

• Reflect a positive, high-energy and professional demeanor 

• Demonstrated ability to work well on and contribute to the high performance of a team 

• Demonstrated ability to prioritize and deliver according to deadlines while handling multiple tasks, ability to exercise judgment, handle confidential information, and function with minimal supervision 

• Demonstrated excellent organizational abilities and attention to detail 

• Ability to explain technical concepts and procedures to non-technical users 

• Ability to problem-solve, analyze information to make informed decisions and/or recommendations 

• Applies principles of logical thinking to a wide range of intellectual and practical problems. 

• Ability to travel between campuses. 

• Proven ability to work effectively and constructively with persons of diverse cultures, language groups, and abilities; demonstrate sensitivity to and ability to work with the diverse academic, socioeconomic, cultural and ethnic backgrounds of community college students, faculty, and staff, including those with disabilities; establish and maintain effective working relationships with those contacted in the course of work. 
   

DESIRED QUALIFICATIONS - The following qualifications are desired: 

• Higher Education experience ideally in a community college setting 

• An innate focus on students and their success 

• Demonstrated ability to build and maintain strong relationships with internal and external stakeholders 

• Strong analytical skills 

• An interest in improving existing processes and procedures on a continual basis 

• Ability to manage projects as needed. 

• Bilingual Spanish and English

Work Schedule

Monday - Friday 8:00 am - 4:30 Summer Hours - Monday -Thursday 7:30 am -5:00 pm

Pay

$23.50/hour