Information Technology Support Technician I

Duties And Responsibilities

• Troubleshoot software and hardware issues through diagnostic techniques;
• Direct advanced technical issues to the next level of ITS support;
• Conduct follow-up communication with users; identify recurring problems and recommend improvements;
• Carefully document all problems and resolutions;
• Conduct inventories of District software and hardware as directed; reconcile inventories with purchase orders as assigned.
• Provide excellent service;
• Communicate professionally and efficiently in all interactions;
• Configure and deliver computer hardware and provide set up of equipment as assigned;
• Organize and support ITS-related trainings by completing tasks including, but not limited to: reserving conference rooms and duplicating training materials;
• Enter data into appropriate databases;
• Maintain records as directed;
• Demonstrate sensitivity to and respect for the diverse academic, socioeconomic, cultural, disability and ethnic backgrounds of the College’s students, faculty, staff, and community.
• Effectively engage and support historically disproportionately impacted groups by addressing issues of equity and improving culturally responsive service-oriented practices;
• Performs related duties as assigned.

Knowledge Of

• A wide variety of hardware and software including enterprise resource planning systems;
• Incident/ticket management systems;
• Software and hardware troubleshooting techniques;

Skill To

• Use knowledge of computer systems, mobile devices, applications, ERP systems, incident resolution, troubleshooting techniques, incident/ticket management systems, IT products, and common technological equipment to assist users and troubleshoot basic problems, including but not limited to: log in issues, printer problems, and hardware malfunctions;
• Use incident/ticket management systems to prioritize and respond to requests for assistance;
• Use general office software and equipment to complete logs and document activities;

Provide in-person and remote assistance to users

Ability To

• Ensure effective customer service in diagnosing and resolving basic technical issues;
• Remain calm under stressful situations; thrive in a team atmosphere;
• Apply critical thinking techniques to assist users in resolving technical issues with computer hardware and software;
• Effectively prioritize and complete work assignments;
• Communicate effectively, orally and in writing;
• Develop and maintain effective relationships with coworkers of varying technological skill levels.

Minimum Qualifications

Any combination equivalent to: a Bachelor’s degree in a related field and job experience or training in network and or/or computer systems and technologies.

AND

Experience working in an educational setting and among users with varying levels of familiarity with technology.

AND

Must have evidence of responsiveness to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds of community college students, as these factors relate to the need for equity-minded practices.