"ATS Support Technician, Operations"

Job Description

Johnson County Community College
Position, Department: ATS Support Technician, Operations
Type of Position: Part-time Regular, Non-Exempt
Work Schedule, Hours per week: Monday thru Friday, 5 hour shifts per day. Between the operating hours of 8am to 4pm., 25 hours per week
Pay Range: $20.47-$26.35 and determined based on relevant years of work experience.
Benefits Category: Part-time Benefits

Position Summary: Provide timely support services to onsite and remote employees with basic/first-level technical problems and information to issues involving desktop, laptop, or network services. Also serves as a technical team member for day-to-day operations as well as project-related support services and emergency support scenarios.

Required Qualifications:

• Performs routine tasks as directed and under close supervision.
• Requires a High School Diploma and 4+ related work experience

Preferred Qualifications:

• Associate's Degree preferably in a Computer or Management related area or equivalent combination of completed college-level classes and/or computer certificate training classes plus related work experience.

To be considered for this position we will require an application and resume.

Position Details: Job duties include but are not limited to:

• Create and track help desk tickets in the system to ensure prompt and satisfactory resolution of issues.
• Support and facilitate inter-office or lab changes or relocations, including equipment moves, installation, configuration, and disposal.
• Provide computer hardware and software support, troubleshoot issues, and perform maintenance and repair to resolve problems.
• Communicate technical problem resolution and procedures with clients and document steps taken in the internal ticket tracking system.
• Serve as the primary response for technology emergency tickets or calls for offices and labs.
• Research and remain current on new and evolving technology products, techniques, and trends.
• Develop, maintain, and update a library of technical procedures and documentation.
• Identify potential widespread outages and other problems and communicate the information to leadership in a timely manner.
• Identify and recommend systems modification needs to reduce user problems.
• Track equipment and materials inventory levels and follow standard technology asset maintenance processes and procedures.
• Participate in research and development initiatives and assist in the implementation of new technologies, systems, or products.
• Provide clients with excellence in service, response time, and resolutions and maintain positive relationships.