Job Description

Job Summary

Tier-2 Campus Technology Technician provides basic support for computers, software and related technology used at multiple campuses/locations. Supports district-wide software upgrades, hardware distribution, A/V support, technology replacement, event support, and asset management. Works collaboratively with Tier-3 in the deployment and installation of software and district-wide initiatives. Provides customer support to meet instructional and educational needs throughout the district.

ESSENTIAL FUNCTIONS

Provide Tier 2 IT support at all HCC locations. This may include the deployment of IT equipment, basic troubleshooting for computers, cabling, network, telephony, printers, Wi-Fi, peripherals, audio-visual/classroom/lab technology, applications, and other tasks assigned to Tier-2.

Provide timely end-user support at any or all locations district-wide, as assigned.

Document activities and workload using Service Now.

Assisting with the storage, inventory, and deployment of IT assets, which includes the entire equipment lifecycle from receiving to recycling for all HCC locations.

Move and distribute IT assets. This requires the ability to move up to 50 pounds in weight, work in a warehouse setting, and the ability to drive an HCC-provided vehicle (car, van, or box truck).

Install, troubleshoot, and maintain A/V equipment. This requires the ability to work on technology that is mounted in the ceiling or high on a wall, and to move projectors or other technology, approximately 25 pounds, to the top of a ladder or scaffold.

Technicians may be assigned permanently or temporarily to any location district wide. It is a requirement to have reliable transportation and to be on the approved driver's list to meet this travel requirement.

The ability to support technology during HCC operating hours, including early mornings, nights, and weekends.

Provide “event support” district-wide, at HCC facilities, as assigned, which may exceed HCC operating hours.

Work collaboratively with CTS Tier-1 (Service Desk) and Tier-3 (CTS System Support).

Promote security awareness to customers through actions and advocacy.

Develop and maintain good working relationships with all customers and IT.

Assist with the evaluation and testing of new campus hardware and software.

Work under the supervision and direction of the Regional Manager, Lead Campus Technology Technicians, and Senior Campus Technology Technicians

Perform other duties, tasks and assignments as required.

QUALIFICATIONS

Education & Experience

• Associates degree or certification in Computer Science or a related field required
• 4 years directly related work experience may be substituted in lieu of degree
• 2 years recent experience in hardware/software technical support required (HCC experience is considered on a two for one basis)

Licensing & Certification

• Valid Texas Driver License
• Valid car insurance
• ITIL Foundations V.4 or higher preferred

Special Skills

• MS Office Programs
• Operating Systems
• Basic hardware/software installation and troubleshooting
• Must be able to lift 50 pounds
• Must have reliable transportation to occasionally travel to other HCC locations
• Subject to working nights, week-ends and holidays

Competencies

• Delivering High Quality Work
• Accepting Responsibility
• Serving Customers
• Supporting Organizational Goals
• Driving Continuous Improvement
• Acting with Integrity
• Thinking Critically
• Managing Change
• Communicating Effectively

Working Conditions

General Office. Must be able to perform all job requirements with or without reasonable accommodations; remain in a stationary position during shift; move items weighing up to 25 pounds; position self to operate job equipment; apply established protocols in a timely manner. Must access, input and retrieve information from technology devices; communicate with others to accomplish job requirements. May be required to work after hours to include weekends and holidays.

SECURITY SENSITIVE: This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215