What are the responsibilities and job description for the IT Operations & Support Technician position at Lewis-Clark State College?
LC State invites applications for the position of IT Operations & Support Technician.
Salary and rank based on experience and qualifications: $21.10 per hour
Required Qualifications:
- Knowledge of computer trends, software, capabilities, and terminology.
- Experience identifying and resolving computer and system problems, including compatibility conflicts, application operations, and hardware malfunctions.
- Demonstrated ability to identify inefficiencies and recommend or implement process improvements.
- Experience providing technical support in person, by phone, or via remote tools.
- Basic knowledge of computer hardware and software installation, and operating systems (Windows and macOS).
- Experience supporting users in the use of application software as well as communicating and coordinating with vendors, users, and other IT staff.
- Experience with Microsoft Office.
- Excellent customer service and communication skills.
- Strong organizational skills and attention to detail.
- Dependable, punctual, and able to work independently or as part of a team.
- Ability to multi-task, prioritize, and manage time effectively.
Preferred Qualifications:
- A Certification
- AA or AS degree in a field related to Information Technology
- 2 years of customer service experience
- 2 years of experience working in a help desk or IT support environment (e.g., academic or enterprise setting).
- Familiarity with Microsoft 365 apps and services, including Outlook, Teams, and OneDrive.
- Experience with ticketing systems such as TeamDynamix, KACE, ServiceNow, etc.
- Basic understanding of networking concepts (e.g., IP addressing, DNS, wireless troubleshooting).
- Familiarity with IT asset management and inventory tracking.
Responsibilities:
- Serve as the first point of contact for all IT support requests via phone, email, walk-in, or ticketing system.
- Provide basic troubleshooting and support for hardware, software, printers, classroom technology, and peripheral devices.
- Follow documented procedures and accurately record work in a ticketing system.
- Assigns tickets and escalates unresolved issues to Tier 2/3 support personnel as appropriate.
- Assist users with Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office.
- Support users with login issues, password resets, and multi-factor authentication (MFA).
- Perform workstation imaging, setup, and software installations for new and existing users.
- Maintain inventory records for computers, peripherals, and loaner equipment.
- Support IT onboarding and offboarding processes, including account provisioning and equipment setup/return.
- Monitor help desk systems and prioritize requests to ensure timely resolution and customer satisfaction.
- Follow established procedures and contribute to knowledge base documentation.
- Assist with classroom technology setup and troubleshooting when needed.
- Provide in-person, phone, and remote support to ensure consistent service across campus.
- Researches potential software and makes recommendations based on findings.
- Assist the Media Solutions Designer with A/V equipment in classrooms and for events.
- Additional duties include direct and indirect activities to support recruitment and retention of students.
Application Procedure: Please upload all of the following documents or your application may not be considered for review.
- Cover Letter/Letter of Interest
- Resume/Curriculum Vitae
- Contact Information or Letters for three (3) Professional References
This position is open until filled; however, applications received on or before May 10, 2025, will receive first consideration. Posting will remain open until a suitable pool of candidates is identified.
This position is subject to the successful completion of a criminal background check and may also be subject to an education verification. LC State is an EEO/VETS employer.
Salary : $21
