GENERAL SUMMARY
The Information Technology Technician is responsible for providing quality customer service, clear communication, and timely technical support for College users. This position provides Tier 1 technical assistance for computer systems, software, hardware, phones, printers, classroom technology, audio-visual systems, and related equipment. The role responds to users in person, over the phone, through remote support tools, by e-mail, and through the IT ticketing system. It may require occasional evening and weekend work as needed.
The position also supports the operation, maintenance, troubleshooting, and readiness of classroom technology and audio-visual systems, including instructor stations, projectors, displays, speakers, microphones, document cameras, control systems, lecture capture or presentation equipment and other instructional technologies. The position helps ensure that classrooms, meeting spaces and user workstations are functional, reliable, and ready for effective use.
DUTIES AND RESPONSIBILITIES
Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out below, although considered incidental in the performance of this position.
1. Serve as a first point of contact for faculty, staff, students, and other users seeking technical assistance.
2. Diagnose, research, and resolve Tier 1 technical issues involving hardware, software, user accounts, phones, printers, peripherals, classroom technology, audio-visual systems, and supported applications.
3. Advise and assist users on appropriate actions, including the basic use of College technology, classroom systems, presentation equipment, and supported software.
4. Escalate unresolved issues to the appropriate next-level support personnel, supervisor, or vendor in accordance with departmental procedures.
5. Configure, deploy, maintain, and troubleshoot PCs, laptops, phones, printers, classroom computers, displays, projectors, document cameras, speakers, microphones, and other assigned technology devices.
6. Support the setup, operation, testing, maintenance, and troubleshooting of audio-visual systems.
7. Provide technical support for meetings, presentations, events, and other College activities requiring classroom technology, portable sound systems, or audio-visual equipment.
8. Perform regular classroom technology checks to ensure instructional spaces are operational, organized, updated, properly connected, and ready for use.
9. Maintain accurate classroom technology inventories, room equipment records, support notes, standard configurations, and related technical documentation.
10. Assist with planning, installation, replacement, and refresh activities for classroom technology, audio-visual equipment, endpoint devices, phones, printers, and related peripherals.
11. Assist with the IT asset management lifecycle, including receiving, tagging, imaging, configuring, deploying, moving, inventorying, and retiring equipment.
12. Assist with printer supplies and other technology consumables, including tracking inventory, replacing supplies, coordinating with users, and working with vendors as needed.
13. Perform basic networking support tasks, including cable installation and testing, Wi-Fi troubleshooting, device connectivity troubleshooting, patching, and basic network device deployment under direction.
14. Support basic identity and access management tasks, including password resets, MFA assistance, account troubleshooting, and escalation of access or permission issues.
15. Follow established cybersecurity, data protection, acceptable use, and physical security procedures when supporting users, handling equipment, and escalating suspected security incidents.
16. Work with vendors, internal stakeholders, and IT staff to develop and maintain accurate training materials, technical documentation, classroom instructions, and support procedures.
17. Provide basic user training and assistance for classroom technology, presentation systems, audio-visual equipment, computers, phones, printers, productivity applications, and other supported technology resources.
18. Communicate clearly and professionally with faculty, staff, students, vendors, and other users regarding issue status, troubleshooting steps, service expectations, and resolution.
19. Maintain a high level of customer service, professionalism, responsiveness, reliability, and attention to detail.
20. Work collaboratively with the IT team to complete assigned projects, service requests, maintenance tasks, equipment deployments, and departmental initiatives.
21. Perform other related duties as assigned.
REQUIRED QUALIFICATIONS
The requirements listed below represent the knowledge, skills, and abilities required for this position.
1. Associate’s degree from an accredited institution in a related field, or relevant certifications (e.g. A+, Network+).
2. Two (2) years of relevant work experience diagnosing and resolving basic PC hardware, software, peripheral, AV, and/or networking issues.
3. Knowledge and skill in the operation of current Microsoft desktop OS and Office software products.
4. One (1) year of experience providing customer or technical support to internal or external customers.
5. Experience communicating effectively, both verbally and in writing, with students, employees, customers, or members of the public in a professional setting.
6. Ability to maintain a high level of professionalism and confidentiality.
7. Inventory management experience and/or training.
8. Equivalent combinations of education, training, and experience that provide the required knowledge, skills, and abilities may be considered.
PREFERRED QUALIFICATIONS
1. Bachelor’s degree from an accredited institution.
2. Familiarity with networked printers.
3. Working knowledge of Apple computers and laptops.
4. Experience with SSO and MFA.
5. AV Experience.
6. Willingness to acquire proper certifications.
Pay: From $38,804.00 per year
Benefits:
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person
