IT Support Center Technician – Level I

Lehigh Carbon Community College•Schnecksville, PA

10d•Onsite

About The Position

The IT Support Center Technician – Level I provides front-line technical support to faculty, staff, and students across the College. The position triages, troubleshoots, and resolves hardware, software, multi-factor authentication, network, and classroom technology issues while delivering customer service. It reports to the Director of IT Support Services. The position is on campus Monday through Friday, 8 a.m. to 5 p.m., with a one-hour unpaid lunch, and requires travel between LCCC locations. The technician manages and completes or escalates work orders in the college ticketing system; provides Level 1 support by phone, email, remote tools, and in person; assists users with MFA and account access; deploys, configures, maintains, and upgrades computers, mobile devices, printers, and peripherals; and supports college software and telephony systems. The role also provides basic classroom and event audiovisual support, collaborates with the Lead AV Technician on complex work, maintains asset records, performs basic identity and network support, develops and maintains department operations manuals, and completes assigned projects and other duties. After-hours or on-call support may be needed.

Requirements

High school diploma or equivalent.
CompTIA A+ certification required within the first six months of employment.
Required Act 153 clearances: Act 34 PA Criminal Background, Act 151 PA Child Abuse History, and Act 114 FBI Clearance Fingerprinting.
Valid driver's license and ability to travel between LCCC campus locations.
Up to one year of hands-on experience providing technical customer support, desktop support, hardware installation, or software troubleshooting.
Working knowledge of Windows 10/11 and macOS.
Familiarity with user identity, password resets, and MFA systems.
Experience with ticketing or incident management platforms for work order tracking.
Experience with PC imaging, deployment, and provisioning software.
Basic understanding of TCP/IP networking, remote access tools, and telephony devices.
Basic knowledge of Active Directory administration, including password resets and group policies.
Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users.
Strong customer service orientation and interpersonal skills.
Ability to multitask, prioritize under pressure, and adapt in a dynamic environment.
Strong problem-solving skills and attention to detail.
Commitment to continuous learning and staying current with emerging campus technologies.
Teamwork, cooperation, initiative, customer service, accuracy, analytical and problem-solving skills, organizational skills, and commitment to professional growth.
Ability to work in an office with frequent interruptions.
Ability to communicate, perceive, and exchange information with colleagues and stakeholders.
Ability to operate, handle, or feel objects, tools, or controls using hands, arms, or adaptive equipment.
Ability to safely lift, transport, or move objects up to 15 pounds regularly and up to 25 pounds occasionally.
Vision sufficient to view screens, read printed materials, and observe work environments, with or without assistive devices.

Nice To Haves

Associate degree in Computer Science, Information Technology, or a related field.
Strong commitment to helping others and a genuine passion for empowering people through technology.
Experience working in higher education or a fast-paced institutional IT environment.
Prior experience supporting an organization with 100 or more endpoints.
Experience supporting classroom audiovisual or presentation technology and hybrid meeting spaces.

Responsibilities

Use the LCCC ticketing system to track work orders and complete or escalate them as required.
Provide Level 1 technical support by phone, email, remote support tools, and in-person campus visits.
Assist faculty, staff, and students with MFA setup, enrollment, authenticator app or hardware token registration, and login troubleshooting.
Deploy, configure, maintain, and upgrade Windows PCs, Mac computers, mobile devices, printers, and peripheral hardware.
Support standard college software and systems, including Windows 10/11, macOS, Microsoft 365, Google Workspace, MyLCCC Portal, Banner ERP, and telephony systems.
Provide basic audiovisual support for classrooms, meetings, and campus events; collaborate with the Lead AV Technician on complex setups or escalations.
Log, track, and maintain hardware and technology assets in the LCCC asset tracking database.
Perform basic Active Directory and identity management tasks, including password resets, account unlocks, user profile setups, and policy checks.
Participate in after-hours or on-call support as needed and respond urgently to disruptions, especially active classroom technology issues.
Develop and maintain department operations manuals.
Carry out special projects and other related technical and administrative duties as assigned.