Information Technology Support Technician I (2 Vacancies)

Ohlone College•Fremont Campus and/or Newark Center, CA

18h•$101,544•Onsite

About The Position

Under the supervision of an administrator, serve as a point of contact for the Information Technology Services (ITS) Department for technical support issues on hardware, applications and related technologies. Be responsible for providing technical assistance to troubleshoot basic problems with computer hardware and software.

Requirements

A Bachelor’s degree in a related field and job experience or training in network and or/or computer systems and technologies
Experience working in an educational setting and among users with varying levels of familiarity with technology
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
Standing and/or sitting for prolonged periods
Frequent stooping, bending, kneeling, and twisting
Frequent lifting, carrying, pushing and/or pulling moderate and heavy amounts of weight
Operating office equipment which may require repeated fine motor skills (e.g.: keyboard use)
Ability to communicate in written and verbal forms
Vision and hearing in normal ranges (with or without correction) sufficient to operate any assigned equipment
Ability to work at heights in various settings and in enclosed spaces, and/or operate machinery required to complete assigned tasks
Ability to climb and balance
Resume/Curriculum Vitae
A cover letter addressing the listed desirable qualifications and personal/professional qualities
A list of three (3) professional references including name, position, organization, phone number, email, and relationship to the applicant
Diversity question response: What does it mean to have a commitment to diversity, and how would you apply this commitment as you conduct your responsibilities in this position?
Official transcripts
Proof of freedom from tuberculosis
Identification and employment eligibility as outlined in the federal “Immigration Reform & Control Act of 1986.”
Employees must sign the Oath or Affirmation of Allegiance and submit fingerprints for CA Department of Justice clearance
Employees must be California residents on their date of hire and for the duration of their employment with Ohlone Community College District

Nice To Haves

Thorough, detail-oriented individual experienced in various technologies including Windows and Mac endpoint configuration and troubleshooting, digital signage, audio visual setup and support, software and hardware installation and debugging and security awareness and best practices
Diagnose and resolve technical issues in a collaborative environment while balancing changes in priorities and adapting to new situations
Customer service focused delivering consistent, exceptional communication and service to faculty, staff and students in an educational community that is committed to understanding and advancing the benefits of diversity, equity and inclusion
Knowledge of a wide variety of hardware and software including enterprise resource planning systems
Knowledge of incident/ticket management systems
Knowledge of software and hardware troubleshooting techniques
Ability 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
Ability to use incident/ticket management systems to prioritize and respond to requests for assistance
Ability to use general office software and equipment to complete logs and document activities
Ability to provide in-person and remote assistance to users
Ability to remain calm under stressful situations
Ability to thrive in a team atmosphere
Ability to apply critical thinking techniques to assist users in resolving technical issues with computer hardware and software
Ability to effectively prioritize and complete work assignments
Ability to communicate effectively, orally and in writing
Ability to develop and maintain effective relationships with coworkers of varying technological skill levels

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