Support Technician Tier 1

Springfield College•Springfield, MA

45d

About The Position

As in all Technology Solutions Center positions, the position should provide the best possible positive customer experiences while applying ITIL practices to every interaction supporting all customers and processes. This position takes on a high level of multi-tasking that includes leadership, project work, and task coordination. This position also manages our Apple device management system JAMF.

Requirements

Associate's or vocational/ technical school degree in Computer Science or related field required.
Minimum of 1-3 years of experience required.
Intermediate proficiency in Microsoft and google suites.
The technician will need a high level of computer knowledge and troubleshooting skills. They will also need excellent research and writing skills. You will also be required to work on multiple task simultaneously, mean that time management and organization is vital for this position.

Nice To Haves

Bachelor's Degree in Computer Science or related field preferred.

Responsibilities

Review and coordinate Ticket queue:
- Review the job ticket queue and assign it to a technician that would best fit the request. When needed, provide the technician with the tools and documentation necessary for the ticket request, and be ready to answer any question the technician may have. You may also need to address some requests directly.
- Plan and execute computer deployments according to the manager's approved deployment plan. During deployment, you must understand the end-user computing requirements built accordingly.
- Provide troubleshooting and resolution for peripherals, including but not limited to printers, scanners, and projectors.
Provided Service to the College Community:
- Provided support locally and across all remote campuses or online Springfield College community.
- Troubleshoot faculty, staff, and student devices and provide proper diagnostic. When the organization owns the device, the technician must request the part needed to fix the issue. Students, Faculty, and Staff use support platforms for troubleshooting and training.
- Provide initial support and troubleshooting for classroom and lab technology, including but not limited to projection, doc cams, smart boards, instruction computers, and wireless.
- Help user with password reset.
Project and training the staff:
- Perform tasks within project initiatives and under the direction of the designated project manager.
- Support focus areas as requested by the manager in the interest of better serving customers (i.e., LMS point person).
- Cross-train student workers and team members on tech topics (i.e., new hardware troubleshooting procedure) to improve processes and support. Document common issues and describe them in a non-technical language to understand technical and non-technical users.
Analysis and Implementation Actions:
- Support both Windows and Mac platforms and stay up-to-date on the latest update and features.
- Project or Task requirements collection, including end-user requirements, and working with a project planner to define the specifications.
- Small project or task implementation requires taking an existing project or task plan and implementing it to completion, including necessary documentation.
Coordinate and Support Advance Technical Support:
- Meet with faculty per appointment to review classroom technology usage. Get an understanding of their need and report back to your supervisor.
- Train users on standard technology usage. Provide necessary resources and feedback.
- Monitor and develop group policy and configuration profiles in JAMF for Mac OS and iOS devices, including virus and malware mitigation.
Communications:
- Work collaboratively with all members of IT to establish best practices and ensure complete solutions.
- Communicate with manager regularly and provide status updates as requested.
- Inform manager of significant issues including but not limited to parent phone calls, customer complaints, all outages, customer down-time
- Identify significant complaints and send to manager.
- Follow-through tasks to completion, unless directed otherwise and provide summary as requested by manager.
- Communicate information regularly as needed with student workers and train them on new procedures to ensure student workers are sharing accurate information.
Documentation:
- Identify and request tools to improve job role.
- Document and post procedures for repetitive tasks
- Prepare for and contribute to team meetings and follow through on take-aways.
- Ensure clear understanding of support priority order (ie: Major outages, Classroom outages, student access)
- Contribute to the team positively through brainstorming, secondary support, and feedback at team meetings.
- Ask questions of manager or teammates to improve knowledge-base and address issues.
Research and Professional Development:
- Each day, we see numerous new scenarios in technology that need to be researched and resolved. This research is for improving support experiences and new troubleshooting techniques. You will document this research and share it with your fellow technicians. In some cases, you will research equipment and test them. Provide a review of the equipment, pointing out the pros, cons, and recommendations. In some cases, this review is sent to the vendor.