"Desktop Support Technician"

Position Summary

The Desktop Support Technician (DST) will be responsible for maintaining and troubleshooting the computer systems, desktops, and peripherals of the organization. They will install, diagnose, repair, and upgrade the hardware and equipment to ensure optimal performance. The DST will also provide timely and accurate assistance to end-users, either in person, by phone, or by remote tools. Information and Instructional Technology team members must be dedicated to fostering a culture of excellence. Successful candidates will help IIT build our culture by enabling frictionless service, valuing feedback, and embracing continuous improvement and learning. To support this foundation, IIT has established five pillars. These pillars create a collaborative, supportive, and inclusive professional culture. Successful candidates will be skilled technologists who value AACC’s community and people. They will also be empathetic to the challenges faced by our students, faculty, and staff. Our Characteristics of Excellence are the guiding principles of our Division, empowering our teams to deliver exceptional results and drive success. Successful candidates will treat people with respect, dignity, and fairness, consistently delivering quality results and following through on commitments and responsibilities. They will cultivate teamwork and collaboration, embrace opportunities for improvement and innovation, and maintain open and honest communication with integrity. Additionally, they will appreciate the value of simple, efficient solutions, recognize the importance of building positive relationships, and respect others' time.

Job Duties and Responsibilities

• Provides technical support for various devices, such as computers, laptops, printers, and mobiles.
• Installs and maintains hardware, software, and peripherals for PCs, MACs, laptops, and tablets
• Troubleshoots and resolves various technical issues related to devices, networks, applications, and security systems.
• Provides timely and courteous customer service to end-users via phone, email, chat, or in-person.
• Documents and updates the status of incidents and requests using the Service Management ticketing system.
• Participates in projects and provides timely updates on progress, status and issues
• Provides training and guidance to AACC students and staff on how to use devices, applications, and security systems effectively and securely.
• Helps in conducting needs assessment and site surveys under the direction of a supervisor or a project manager.
• Joins in the testing and deployment of new applications and hardware
• Works with the Technology team to ensure the smooth operation of the college's desktop and audio-visual equipment and services.
• Provides basic audio-visual support and preventive maintenance for classrooms and conference rooms as needed, following the AV Technology team's procedures.
• Continuously updates technical skills and knowledge including Web Content Accessibility Guidelines (WCAG).
• Strives to ensure solutions, systems, and content are secure, accessible, inclusive, and compliant with WCAG and other relevant standards.
• Provides feedback and recommendations to management on enhancing standards, procedures, and checklists. Guides and trains temporary and work-study employees and resolves escalated problems.
• Ability to work a flexible schedule, including emergencies and regularly scheduled evenings and weekends in order to accommodate the needs of the College
• Ability to work at any AACC college location (such as Arnold, GBTC, AMIL, Sr. Center, etc.) in support of college needs.

Required Qualifications

Has one of the following qualifications:
1) High school diploma (or equivalent) and related technical certification,
2) High school diploma (or equivalent) and six months of relevant experience, or
3) Associate degree. Can obtain Dell TechDirect certification within first year of employment.
Shows proficiency in one or more of the following areas: PC, MAC, Mobile Devices, Printers, Audio Visual Equipment, Windows and MAC operating systems and applications, MS Office/Exchange/Office 365 and network environments. Communicates effectively and courteously, both orally and in writing, with administrators, faculty, staff and the public. Provides clear and concise instructions and guidance and strives to deliver excellent customer service in a timely, cooperative and friendly manner. Handles interactions with tact and professionalism. Demonstrates punctuality and reliability.

Preferred Qualifications

Current certification in A+, Network+, Apple/MAC or other related field. Associates degree in Computer Information Systems, Computer Science, Networking/Cyber Security, or related field. Experience using IT Service Management Tools. Demonstrated knowledge in one or more of the following: MECM, JAMF, IT Service Management Tools, Active Directory