Technician I - IT Support Center

Compensation Type: Hourly

Compensation: $21.69

Job Summary

The Information Technology (IT) Technician I position provides technical support to staff, faculty, and students within the campus community. Working under direct supervision and following standard procedures and written instructions, this position serves as the first point of contact for troubleshooting hardware/software and Windows and Mac operating systems in a hybrid environment that assists users via telephone, email, and in-person with questions, problems, and requests related to the campus desktop software, hardware, peripherals, network, and application issues. The Technician I troubleshoot and resolve problems with audio/video equipment used in the classroom, if necessary.

Essential Job Functions

Technical Support

• Troubleshoots technical equipment such as workstations and laptops.
• Handles phone calls and the current ticketing system.
• Performs general repairs to technical equipment and identifies the need for significant maintenance for referral to the vendor if under warranty.
• Performs setup for workstations and laptops and provides cable management for these devices.
• Provides technical support to classrooms virtually, via phone, or in person.
• Runs tests to isolate the source of issues.
  
  

Customer Service

• Answers and enters incoming calls and emails into the IT ticketing system and logs calls and emails into the Automated Call Distribution (ACD) software.
• Provides documentation and updates to service requests that the IT Support Center receives in the current ticket system, identifying and prioritizing the requests and escalates to Supervisor as necessary.
• Provides essential professional support via phone, email, chat, or person and ensures that end users are notified of any changes or delays.
  
  

Training & Administrative

• Gains knowledge of all utilities used within the IT Support area, including Microsoft Configuration Management Console, imaging, and installing software on workstations and laptops, Microsoft Teams, and College account management tools.
• Develops knowledge of software and hardware unique to the support area.
  
  

Culture of Respect

• Fosters and maintains a safe environment of respect and inclusion for faculty, staff, students, and members of the community.
  
  

Minimum Education And Experience Required

• High School Diploma or equivalency, with technical or vocational training in a closely related field.
• One (1) year experience working in a remote and on-site technical support.
• Preferred skills: Associate degree in Information Technology or Computer Science. Knowledge base experience, and experience in providing assistance. *An appropriate combination of education, training, coursework and experience may qualify a candidate.
• Schedule: Monday to Friday 10 am to 7 pm.
  
  

Full Time/Part Time:

Full time

Union (If Applicable):

Scheduled Hours:

40

Additional Information

In order to ensure your application is complete, you must complete the following:

• Please ensure you have all the necessary documents available when starting the application process. For all faculty positions (Instructor, Annually Contracted Faculty, and Adjunct), you will need to upload an unofficial copy of your transcript when completing your aplication.
• Prior to submitting your application, please review and update (if necessary) the information in your candidate profile as it will transfer to your application.
  
  

If you are a current employee of Columbus State Community College, please log in to Workday to use the internal application process.

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