ITS Support Technician I

The Technician I for ITS Support will provide college-wide computer systems operations and technical support. Support will include installing equipment; installing, moving, and repairing microcomputer hardware and software systems; and providing technical assistance and training when necessary.

Minimum Qualifications

• Excellent interpersonal skills, with strong commitment to customer service.

• Working knowledge of networks and PC hardware and software.

• Valid drivers license with driving record in good standing.

Preferred Qualifications

• Associate's Degree or higher in a related field OR Associate's Degree in an IT related field in progress Note: Degrees and hours must be from a college accredited by a United States Department of Education accepted accrediting agency such as SACSCOC.
• A+ and/or Basic Microsoft certifications.
• 2 or more years of directly related work experience.

Essential Duties

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Report to scheduled and assigned duty station on time in order to provide adequate coverage for Walk-In Support or Support Center Phone Queue.

• Respond promptly to user inquiries, troubleshoot technical issues, and provide timely resolutions via various communication channels (phone, email, in-person).

• Maintain and manage the helpdesk system, ensuring accurate and up-to-date documentation of user requests, incidents, and solutions.

• Collaborate with cross-functional teams to analyze, diagnose, and resolve hardware, software, and network-related problems.

• Assist in the deployment, configuration, and maintenance of computer systems, peripherals, and software applications.

• Assist in projects such as converting to new hardware and software, moving equipment, network cabling, and classroom setup changes.

• Assist in implementing instructional technology needs and goals.

• Provide limited training in the use of new software or hardware.

• Help create and update documentation of Help Desk processes as changes to systems occur.

• Read technical journals or manuals and attend vendor seminars to learn about new computer hardware and software.

LANGUAGE SKILLS:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.

• Ability to write reports, business correspondence, and procedure guides.

• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee will regularly use hands to finger, handle, or feel objects, tools, or controls and talk or hear

• The employee may frequently stand, walk, and sit

• The employee may occasionally reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl

• The employee may lift and/or move up to 25 pounds.

• Specific vision abilities include close vision, distance vision, and the ability to adjust focus

The work environment characteristics described here are representative of those an employee encounter. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

• Is occasionally exposed to risk of electrical shock, disinfecting chemicals, burns from hot surfaces such as internal batteries, and other environmental factors that are commonly found in the computer support environments

• Encounters low to moderate exposure to toxic or caustic/hazardous materials

• Encounters low to moderate noise levels in the work environment

• Encounters risk of exposure to communicable diseases, blood exposure, or possible contact with blood and body fluids due to classroom and lab environment