Commitment to Mission

This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.

Cultural Beliefs

• One LSC
• Student Focused
• Own It
• Foster Belonging
• Cultivate Community
• Choose Learning

Campus Marketing Statement

Lone Star College-Tomball

Location address is 30555 Tomball Parkway, Tomball, TX 77375.

Job Description

PURPOSE AND SCOPE:

The Client Technologies Technician I will be responsible for supporting services including audio/video, mobile technologies, and printers. Will consult with customers (staff, faculty, students, and campus visitors) regarding repairs, troubleshooting, and upgrades. The Client Technologies Technician I will assist College faculty, staff, and students with the use of information technology via printed or web-posted material, telephone, e-mail, and/or in person. Perform a variety of computer and/or AV support activities and work closely with teams within OTS and across the entire OTS organization. This position is a member of a 24/7/365 global department.

ESSENTIAL JOB FUNCTIONS:

1. Provide desktop and AV Support to all Faculty, Staff, and students; Assist with the planning, setup, and monitoring of Campus/AV events including calendar & AV appointments
2. Support and maintain PCs & peripherals, audio/video equipment, mobile technologies, and printing technologies
3. Diagnose, resolve, report, and track PC and/or AV Campus, Centers, and System Office hardware and software problems
4. Troubleshoot technical issues and perform diagnostic analyses to determine problem root cause
5. Provide customer support through on site diagnosis, group training, software or hardware problem resolution, and analysis of existing documentation, etc.
6. Monitor TekManager to ensure all Projectors and AV Podium/carts are working properly
7. Monitor the ticket queue to ensure that service level agreements are being met and customers are being taken care of in a timely manner
8. Maintain Maintenance Schedule to perform semester Room Checks
9. Work with OTS team members to improve user experience
10. Deploy lab environment computers and maintain software development and hardware changes to fit class needs
11. Responsible for other reasonable, related duties as assigned

KNOWLEDGE, SKILLS AND ABILITIES:

• Understanding of Windows and Mac operating systems
• Must have strong customer service orientation
• Ability to explain technical subjects to non-technical as well as technical customers
• Ability to lift up to 50 pounds without assistance
• Ability to troubleshoot problem components and prioritizes them; Draws on experience and knowledge of available resources (manuals, colleagues, vendors, etc.) to find solutions
• Demonstrated ability to suggest ways to improve team's work methods and procedures
• Ability to seek input from others and actively invites them to review his/her work or ideas at draft stage
• Ability to share relevant information with team members and/or customers that may be affected; Actively participates in informal or formal group problem solving with regard to immediate issues
• Demonstrated decision making guided by general instructions and practices requiring interpretation
• Ability to meet established deadlines and work standards
• Ability to guide others in carrying out routine task and help team members and/or customers think through alternatives and choices
• Ability to seek opportunities and sets some goals for own development

REQUIRED QUALIFICATIONS:

High school diploma or GED and at least 1 year of prior experience

PREFERRED QUALIFICATIONS:

• Associate degree
• 2 years of related work experience
• Experience working with clients, including effective communication skills
• Practical experience and specialized training; college degree, technical credentials or equivalent experience in one or more areas of IT (e.g., PC, Mac, etc)
• Demonstrated experience in hardware troubleshooting and repair
• Microsoft Certified Solutions Associate (MCSA)
• Microsoft Certified Professional (MCP)
• ITIL Foundations or industry recognized equivalent
• CompTIA A+ Certification or industry recognized equivalent
• LSC Leap
• AV Certification