Are you passionate about education and eager to make a difference in the lives of students? Tri-County Technical College is looking for dedicated professionals to join our dynamic team! As a leader in higher education, we pride ourselves on fostering a collaborative, supportive environment where both employees and students thrive. Work alongside a diverse group of staff, faculty, and administrators who are dedicated to student success. Be a part of a forward-thinking institution that values creativity, inclusivity, and excellence. If you are ready to contribute to the success of our great institution and grow your career apply today! We welcome applicants from all backgrounds and experiences who are committed to excellence in education.
Tri-County Technical College invites applicants to apply for the role of IT Customer Support lll. The IT Customer Support lll will deliver excellent IT customer service and provide assistance with technology and software for all campus constituents. The role also works directly peers to implement IT changes. The role also coordinates and communicates initiatives and changes within the environment. Provides tier 2, classroom emergency, and building support as well as coordinates and participates in projects as assigned. This role is responsible for providing in-person and remote tier 1 and tier 2 technical support for all TCTC users.
Job Responsibilities include but are not limited to:
Provide Tier II support for TCTC technology and software. Support is offered through email, phone, remote assistance, and face-to-face interactions. Responsible for identifying and resolving customer incidents and requests reported to the Service Desk. Provide emergency classroom support as needed (additional support may be required outside of normal business and operating hours). Tier II support includes, but is not limited to, computer hardware and software, classroom technology such as projectors and audio / video equipment, and printer hardware and software.
Provide Tier 1 support for TCTC technology and software through email, phone, remote assistance, and face-to-face interactions. Responsible for documenting issues utilizing the ticketing system, resolving said issues when applicable, and otherwise routing tickets to the appropriate technician.
Responsible for projects, tasks, and contributions as assigned by the Service Desk Supervisor or the Director of IT Service Delivery. Analyze, investigate and evaluate emerging technology and software as well as manage and coordinate projects throughout the project life cycle. Serve as a technical lead at the Service Desk to assist other customer service agents with technical knowledge, processes, and procedures. Perform other duties as assigned
Assist the Service Desk Supervisor in administrative duties including but not limited to analyzing service trends, creation of knowledge base articles, and creation of training documentation to support IT and customer needs.
Able to function under limited supervision; uses discretion and makes informed decisions within the scope of the role. Able to independently manage and complete tasks and projects as assigned; able to work within a team; and able to track and report on assigned tasks and projects; able to serve the needs of a diverse population with a wide range of technical literacy. Preferred: prior experience providing customer support in a professional environment.
Performs other duties as assigned.
A high school diploma and experience in office automation systems, customer service, data communications system design, installation, operation, repair, sales or marketing, or processing of information in a data processing environment or related systems. An associate degree or a bachelor's degree in a related field may be substituted for the required work experience.
Tri-County Technical College offers a comprehensive benefits package for FTE positions that includes, but is not limited, to the following:
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Health, dental, vision, long term disability, and life insurance for employee, spouse, and children
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Life Insurance: Basic life insurance and optional supplements life insurance for employee, spouse, and children.
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15 days annual (vacation) leave per year
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15 days sick leave per year
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13 paid holidays
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Paid Parental leave
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State Retirement Plan and Deferred Compensation Programs: 401k with employer contributions.
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Professional Development Opportunities: Team bonding activities/events and professional training programs.
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Employee Assistance Program (EAP): Counseling and support services.
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Work-Life Balance: Flexible work schedules, 37.5 work weeks and abbreviated Fridays.
Tri-County Technical College is committed to providing equal employment opportunities to all applicants and does not discriminate based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited, to lactation), national origin, age (40 or older), disability or genetic information.
