Customer Support Technician I

Lonestar College System - Houston, TX4.3

30+ days agoFull-time
Commitment to Mission:

This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, diversity, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.

Cultural Beliefs:
  • Students Matter
  • Inspire Excellence
  • Act Intentionally
  • Better Together
  • No Fear!
  • Trust!
The Chronicle of Higher Education’s “Great Colleges to Work For” is designed to recognize colleges that have been successful in creating great workplaces and to further research and understanding of the factors, dynamics and influences that have the most impact on organizational culture at higher education institutions.

Lone Star College was recognized in five areas: Confidence in Senior Leadership; Diversity; Facilities, Workspace & Security; Job Satisfaction; and Work/Life Balance.

Campus Marketing Statement:

Lone Star College-System Office, University Park

Lone Star College offers high-quality, affordable academic transfer and career training education to 99,000 students each semester. LSC is training tomorrow’s workforce today and redefining the community college experience to support student success. Stephen C. Head, Ph.D., serves as chancellor of LSC, the largest institution of higher education in the Houston area with an annual economic impact of nearly $3 billion.

LSC, which consists of six colleges, eight centers, two university centers, Lone Star Corporate College and LSC-Online, was named a 2017 Great Colleges to Work For by the Chronicle of Higher Education. To learn more, visit LoneStar.edu.

Lone Star College-System Office employees are based at one of two System Office locations; The Woodlands and University Park. Both are the site for multiple administrative departments and system-wide training programs.

This position is located at the LSC-System Office, University Park location at 20515 SH 249 (SH 249 and Louetta Road) Houston, Texas 77070-2607.

Position Summary:

Service desk staff work in a dynamic, fast-paced call center that provides services over the phone, through e-mail, chat and in person (for walk-in customers). Under general supervision, provides technical software, hardware and network problem resolution to all College computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a Service Desk environment. Extrapolates existing information/practices to solve problems and clearly communicates technical solutions in a user-friendly, professional manner. A member of a 24/7/365 global department.

Job Functions:
  • Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software
  • Provides professional, courteous, prompt and accurate support and solutions to users
  • Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies
  • Establishes priorities on Service Desk tickets based on established helpdesk and departmental guidelines and procedures. Properly documents problem ticket into online Service Desk System, and follows up and communicates ticket information to users when appropriate
  • Assists other IT technical staff in providing users feedbacks and user statistics
  • Updates Service Desk database information
  • Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators
  • Participates in the development of improvements and help to implement the changes within team. May recommend new procedures affecting several teams
  • Identifies complex, multi-faceted problems and takes immediate action to address them
  • Responsible for other reasonable, related duties as assigned
  • Knowledge, Skills, & Abilities:
    • Strong customer service orientation
    • Demonstrated experience in hardware troubleshooting and repair
    • Ability to learn new technology and understand similarities and key differences
    • Highly skilled at explaining technical subjects to non- technical as well as technical customers
    • Ability to prioritize tasks to be completed in the short-term
    • Detailed understanding of Windows, Mac, and Unix operating systems
    • Ability to understand and follow standard operating procedures, as well as Service Desk and departmental guidelines and operating procedures
    • Good understanding in at least one area (e.g. PC or Mac), and developing understanding in additional areas
    • Knows and follows standard operating procedures
    Physical Abilities:
    • Minimal physical effort is required
    Salary:

    Commensurate with education, qualifications and experience

    Work Schedule & Conditions:
    • Work often requires multiple interactions with customers over time. Individual efforts seen as representing and contributing to team results.
    Special Instructions:

    Please go to your profile page. To add a file, select the "attachments" tab. Click on the "add" tab. Click "Browse" and select the file you want to attach. Then click "attach." It will redirect you back to the general profile page. Repeat steps to add additional documents.

    Tips: You can only attach a maximum of five (5) files no larger than 2MB (2047 bytes) each. The total file capacity is 10MB. If your individual file exceeds the file limit, you will receive an error message. The search tool recruiter’s use for candidates will not be able to analyze the content of some attached files, mostly image files, and compressed files (zip). The recommended file attachments are word or pdf files.

    Please include the requisition number and your name in the title of your file. You must limit your file name to 40 characters or less.

    Duration of Job Posting:

    Posted until filled
    Qualifications
    Required:
    • High school diploma or equivalent and at least 2 years of related work experience
    • Customer Service Course required
    • A + Certification (additional experience and education may be substituted for certification)
    • Advanced experience in hardware troubleshooting and repair
    Preferred:
    • Associates degree
    • Apple Certified Associate
    • MCSA
    • HDI Certification
    Benefits Marketing Statement:

    By joining our top-notch institution, you will enjoy being a part of an organization that offers a supportive, collegial work environment and excellent work/life balance.

    This includes 22-23 days paid holidays and up to 12 annual vacation days, full comprehensive benefits package, wellness program, professional development opportunities and more.

    How to Apply:

    ALL APPLICANTS MUST APPLY ONLINE ONLY

    We will not accept application material received via fax, email, mail, or hand delivered.

    Postings for part-time and adjunct positions are active for the academic year. By selecting the option to receive notifications on your profile, you will begin receiving electronic communication regarding new opportunities with Lone Star College (LSC).

    If selected for an interview, a recruiter will contact you by phone, or email to schedule an interview.

    Lone Star College participates in the E-Verify program, under which Lone Star College provides the federal government with information from each new employee's Form I-9 to confirm that the employee is authorized to work in the United States.

    More information on the E-Verify program is available at www.dhs.gov/E-Verify.

    Lone Star College is an EEO Employer. All positions are subject to a criminal background check.

    Primary Location: US-Texas-Houston

    Work Locations: 20515 SH 249 (SH 249 and Louetta Rd)
    20515 SH 249
    Houston 77070

    Job: Office of Technology Services
    Organization: System Office - 00
    Schedule: Full-time
    Shift: Day Job
    Employee Status: Regular

    Required Documents:Resume/Curriculum Vitae
    Job Posting: Aug 18, 2018, 11:03:09 AM