Technician I, IT Support Center

Columbus State Community College•Columbus, OH

6d•$22•Hybrid

About The Position

The Technician I, IT Support Center position provides technical support to staff, faculty, and students within the campus community. Working under direct supervision and following standard procedures and written instructions, this position serves as the first point of contact for troubleshooting hardware/software and Windows and Mac operating systems in a hybrid environment that assists users via telephone, email, and in person with questions, problems, and requests related to the campus desktop software, hardware, peripherals, network, and application issues. The Technician I troubleshoots and resolves problems with audio/video equipment used in the classroom, if necessary.

Requirements

High School Diploma or equivalency, with technical or vocational training in a closely related field.
One (1) year of experience working in a remote and on-site technical support.
An appropriate combination of education, training, coursework and experience may qualify a candidate.

Responsibilities

Troubleshoots technical equipment such as workstations and laptops.
Handles phone calls and the current ticketing system.
Performs general repairs to technical equipment and identifies the need for significant maintenance for referral to the vendor if under warranty.
Performs setup for workstations and laptops and provides cable management for these devices.
Provides technical support to classrooms virtually, via phone, or in person.
Runs tests to isolate the source of issues.
Maintains confidentiality of any information accessed, received, processed, viewed, etc., within the College’s systems, storage, office spaces or other areas utilized within the IT department
Answers and enters incoming calls and emails into the IT ticketing system and logs calls and emails into the Automated Call Distribution (ACD) software.
Provides documentation and updates to service requests that the IT Support Center receives in the current ticket system, identifying and prioritizing the requests and escalates to Supervisor as necessary.
Provides essential professional support via phone, email, chat, or person and ensures that end users are notified of any changes or delays.
Gains knowledge of all utilities used within the IT Support area, including Microsoft Configuration Management Console, imaging, and installing software on workstations and laptops, Microsoft Teams, and College account management tools.
Develops knowledge of software and hardware unique to the support area.
Fosters and maintains a safe environment of respect and inclusion for faculty, staff, students, and members of the community