Student Support Technician

JCCC•Overland Park, KS

5d•$15

About The Position

The Student Support Technician serves as the first point-of-contact for JCCC student support. This position is responsible for initial triage and assistance in determining the resolution of student issues, escalation of issues to higher level technical support professionals when necessary, and reporting of trends when requests appear to be out of the ordinary. The Student Support Technician will also be directly involved in the JCCC knowledge management process.

Requirements

Strong problem solving/troubleshooting skills
Must be a JCCC student enrolled in at least 3 credit hours for the current or subsequent spring or fall semester.
Familiarity in Microsoft Office software

Nice To Haves

Customer support experience
Technical writing experience
Previous experience with a support ticketing system is valuable

Responsibilities

Assists with day-to-day customer support requests and problem resolution needs.
Provides basic problem resolution and support services for JCCC students at the main office as well as remote sites.
Utilizes support tools, special access and provided documentation to assist in the support, maintenance and problem resolution for JCCC technologies.
Participates in the testing and evaluation of new hardware and software technologies as well as implementation of prototypes and proof-of-concept solutions
Assists in the development and maintenance of Technical Support Center procedural documentation to include knowledge articles.
Provides feedback impacting student success and customer satisfaction.
Assists with general front desk reception duties for Information Services.
Assist with Technical Support Center requests in established lab locations.
Assist with lab operation support needs.
Other duties as assigned.