Technician I, Frontliners

Job Summary

The Technician I, IT Frontliners, is responsible for providing technical support to the users while working under direct supervision and following standard procedures and written instructions to accomplish assigned tasks at the Columbus Campus. This position serves as the first point of contact for troubleshooting hardware/software, PC/Mac/Linux or printer problems. The Technician assist in person with a wide range of questions, problems, and requests related to desktop software, hardware, peripherals, network issues, applications issues. This position also troubleshoots and resolves issues with printers utilized in the computer labs.

Customer Service

• Performs various basic level technical duties in the Computer Commons, Cyber Café, Learning Center and various labs around campus and RLC’s. Provides documentation and updates to service requests that are received from the IT Support Center in the current ticket system; documents all request and application issues in the current ticket system.
• Identifies and prioritizes these Service requests and escalates, if necessary. Provides basic technical support via phone, email, chat or in-person. Performs tests to isolate the source of issues.
• Maintains the cleanliness of computers and printers in all labs and delivers laptop carts to classrooms and events as requested.

IT Technical Support

• Tests and trouble shoot technical equipment such as workstations, laptops, and college owned printers.
• Performs general repairs to technical equipment and identifies need for major repairs for referral to vendor, if under warranty.
• Performs setup for workstation, laptops, and printers. Provides cable management for these devices.
• Maintains accurate inventory for both hardware and software products. Provides printer support in computers labs either virtually or in-person.

Continuous Improvement

• Trains on all utilities used within the IT Support area including Microsoft Configuration Management Console; imaging and installing software on workstations and laptops; Microsoft Printer Management; and College account management tools.
• Develops broad and in-depth knowledge of software and hardware that are unique to the support area.

Culture of Respect

• Fosters and maintains a safe environment of respect and inclusion for faculty, staff, students, and members of the community.

Other Duties and Responsibilities:

• Attend all required department meetings and training.
• Works a flexible schedule Monday - Friday between 7am-4pm, including some Saturdays and Sundays, as needed.

MINIMUM EXPERIENCE AND EDUCATION REQUIRED:

• High School Diploma or Equivalent, with technical or vocational training in a related field.
• One (1) year of experience working in remote and on-site technical support.

An appropriate combination of education, training, coursework and experience may qualify a candidate.

KNOWLEDGE, SKILLS, & ABILITIES

• Knowledge of: multiple OS environments; technical equipment components and functions; technical equipment installation processes.
• Skilled in: excellent verbal and written communication; organization; customer service; conflict resolution; general typing; performing basic technical tasks in office/administrative areas and classrooms; installing technical equipment; testing, troubleshooting, and resolving basic level technical equipment operating problems; calibrating technical equipment; analytical thinking; application of job-related computer software and equipment.
• Ability to: develop and maintain effective working relationships with associates, vendors, students, telephone users and general public; maintain confidential and sensitive information; use good judgement; perform complex tasks and prioritize multiple projects; investigate and analyze information and draw conclusions; effectively communicate information in oral, written, and graphic form; excellent listening skills and participant in collaborative work; develop and maintain effective working relationships with colleagues and stakeholders across the College; effectively work with persons of varying cultures and diversity; problem solve effectively.

Compensation Type: Hourly
Compensation: $22.11
Full Time/Part Time: Part time
Scheduled Hours: 20