IT Support Technician

Owens Community College•Toledo, OH

About The Position

The IT Support Technician provides first-line technical assistance to faculty, staff, and students, resolving or escalating requests and aiming to resolve reported problems at first contact. The role supports computer hardware, software, peripherals, audiovisual equipment, and college technology services. It also maintains service records and documentation, communicates technical information, assists other IT staff, and supervises student workers. The position is classified as staff, is union-represented by the Owens Faculty Association, and is scheduled for 260 duty days. The work schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. It is not grant-funded and is hourly and non-exempt. The hiring range is not provided.

Requirements

Associate degree or certificate in a computer-related field.
Working knowledge of Microsoft Office products, web-based applications, computer applications, computers, peripherals, software packages, and audiovisual equipment.
Good oral and written communication skills.
Excellent problem-solving skills and ability to assist people by telephone and in person.
Ability to diagnose computer problems.
Ability to work with faculty, staff, students, and administration at all levels of an academic institution.
Ability to respond quickly when situations require it.
Ability to work under pressure and respond appropriately.
Ability to adhere to professional conduct.

Nice To Haves

Two years of IT experience is preferred.

Responsibilities

Identify, diagnose, and resolve or escalate first-line customer requests for technical assistance, making every effort to resolve problems at first contact.
Help faculty and staff with device operations, password resets, console logins, and audiovisual display configurations.
Troubleshoot computer hardware, software, and peripheral equipment issues.
Install, configure, update, and maintain computer hardware, software, and peripherals using technical documentation.
Document installations, configurations, repairs, and updates, and create and maintain process and procedure documentation.
Support the operation, maintenance, and inventory control of audiovisual and IT equipment, technologies, and services.
Create, modify, assign or dispatch IT personnel, and close tickets in the Help Desk ticket-tracking software.
Assist in establishing Help Desk and Computer Technician guidelines and procedures.
Assist other IT staff in providing service and support for the college technology environment and in repair work.
Assist students and staff at the Help Desk Service Counter when called upon.
Respond to notifications, alerts, and communications through portable electronic devices in accordance with IT standards.
Collaborate with coworkers and IT leadership in department and college meetings, training, seminars, presentations, and other activities.
Stay current with changes and updates to college-supported software and hardware.
Communicate relevant procedures, documentation, outages, and scheduled maintenance information to IT personnel, faculty, staff, and students.
Communicate with equipment and software vendors to resolve problems.
Supervise student workers.