Associate Technical Support

Hinds Community College•Raymond, MS

4d•Onsite

About The Position

All Hinds Community College employees must commit to the Caring Campus approach to student engagement and daily apply these general behavioral objectives: listen to student questions and concerns with a positive attitude and make meaningful connections with students. The Associate Technical Support position is responsible for providing timely and effective technical support to end users, troubleshooting and resolving hardware, software, and connectivity issues, and helping ensure the reliable operation of technology systems across the College. This role supports multiple campus locations and serves as a key contributor to maintaining a stable and secure technology environment. The position requires a strong customer service mindset, exceptional communication skills, and a commitment to delivering high-quality support to students, faculty, and staff while promoting a positive technology experience.

Requirements

Proficient in supporting and troubleshooting Windows and macOS operating systems, including installation, configuration, maintenance, and end-user support.
Working knowledge of enterprise applications, including Microsoft 365, Adobe Creative Cloud products, and learning management systems (LMS).
Familiarity with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or Zendesk (or similar ticketing and support systems).
Ability to diagnose and resolve hardware, software, peripheral, and basic network connectivity issues in a timely manner.
Strong interpersonal and customer service skills with the ability to assist users with varying levels of technical proficiency.
Excellent written and verbal communication skills, with the ability to explain technical concepts in a clear and user-friendly manner.
Strong organizational, time management, and prioritization skills with the ability to manage multiple tasks and deadlines.
Experience documenting incidents, troubleshooting steps, resolutions, and knowledge base articles to support continuous improvement.
Ability to handle multiple requests simultaneously while maintaining accuracy, professionalism, and attention to detail.
Strong research and problem-solving skills with the ability to identify and implement effective solutions
Ability to work independently and collaboratively in a team-oriented environment while contributing to the overall success of IT operations.

Responsibilities

Maintain knowledge of diversity-related issues, legislation, and best practices.
Provide on-site technical support across multiple campus locations, ensuring reliable technology services.
Monitor, prioritize, troubleshoot, and resolve incidents and service requests through the IT ticketing system, escalating issues when necessary and providing timely communication to end users.
Maintain accurate documentation of troubleshooting procedures and solutions
Diagnose, troubleshoot, and repair hardware, software, peripheral, and basic connectivity issues for desktops, laptops, printers, mobile devices, and other technology equipment.
Coordinate with vendors, manufacturers, and service providers regarding warranty claims, equipment repairs, and replacement services.
Assist with technology refresh initiatives, inventory management, asset tracking, and device lifecycle activities.
Deploy and support end-user technology, ensuring all equipment is properly configured, tested, documented, and operational.
Collaborate with IT team members to resolve complex technical issues and complete projects.
Provide in-person, remote, and phone-based technical assistance to students, faculty, and staff.
Provide technical support for special events.