Job Description

Provides frontline technical support for faculty, staff, and students. Assists with troubleshooting computers, software, peripherals, classroom technology, audiovisual equipment, and other common technology issues.

Supports workstation setup, equipment deployment, classroom and meeting technology, employee onboarding and offboarding, and routine technology maintenance. Works under the direction of IT staff and escalates issues requiring advanced technical or administrative access.

This position is intended for an individual with foundational IT knowledge, strong troubleshooting and customer-service skills, and the ability and willingness to learn technology systems.

Relevant education, technical training, certifications, internships, help-desk experience, or hands-on technology experience may be considered.

Essential Functions:

1. Frontline Technical Support – 45%

• Provides frontline technical support to faculty, staff, and students in person, remotely, and through the College's service-request process.
• Diagnoses and resolves common issues involving:
• Windows and macOS computers
• Software and applications
• User accounts and authentication
• Printers and peripherals
• Network and connectivity issues
• Monitors, docking stations, keyboards, mice, and related equipment
• Mobile devices and other technology
• Assists with workstation setup, equipment replacement, technology deployments, employee onboarding and offboarding, office moves, and other routine technology needs.
• Documents work performed and escalates issues requiring advanced troubleshooting, administrative access, or assistance from other IT personnel.

1. Classroom, AV & Conferencing Support – 25%

• Provides frontline support for classroom, conference-room, and audiovisual technologies.
• Assists users with displays, projectors, microphones, cameras, speakers, conferencing systems, presentation equipment, and related technologies.
• Troubleshoots common classroom and meeting-room technology problems and escalates more complex equipment or infrastructure issues.
• Assists IT staff with technology support for meetings, instructional activities, livestreams, hybrid events, and other activities.
• Performs routine equipment checks and helps ensure classrooms and meeting spaces are ready for use.

1. Endpoint & Device Support – 20%

• Assists College IT staff with the setup, deployment, maintenance, and support of Windows, macOS, and mobile devices.
• Responsibilities may include:
• Preparing computers for deployment
• Installing approved software
• Connecting and configuring peripherals
• Performing routine software and operating-system updates
• Assisting with device enrollment
• Replacing or deploying computers and other equipment
• Troubleshooting device configuration issues
• Verifying equipment functionality
• Maintaining standardized workstation configurations
• Assisting with technology inventory and equipment tracking
• May perform routine tasks within systems such as Microsoft Intune, Jamf, Active Directory, or other enterprise management platforms under the direction of IT staff and based on assigned access.

1. Technology Operations & Team Support – 10%

• Assists IT staff with technology projects, equipment deployments, technology refreshes, inventory activities, documentation, and other operational needs.
• Follows established procedures and technical documentation and helps document newly identified issues and solutions.
• Works collaboratively with IT staff and university technology partners and appropriately escalates issues outside the position's assigned responsibilities or technical expertise.
• Performs other related duties as assigned.

Required Qualifications:

• High school diploma or equivalent and demonstrated knowledge or experience supporting computers, technology, or end users.
• Basic knowledge of computer hardware, software, operating systems, and peripherals.
• Ability to troubleshoot common computer and technology problems.
• Familiarity with Windows environments
• Preferred Qualifications:
• Associate degree or technical certification in information technology, computer science, information systems, or a related field.

Familiarity with one or more of the following is helpful:

• Windows 10/11
• macOS
• Microsoft 365
• Basic networking concepts
• Active Directory
• Microsoft Intune
• Jamf
• Mobile devices
• Classroom or audiovisual technology
• Microsoft Teams, Zoom, or similar conferencing technologies

Additional Knowledge, Skills & Abilities:

• Ability to learn new technologies, systems, and procedures.
• Ability to follow technical instructions and established procedures.
• Ability to recognize when an issue should be escalated to more experienced IT staff.
• Strong customer-service and interpersonal skills.
• Ability to communicate effectively with technical and nontechnical users.