Technical Support Representative

Mohave College • Kingman, AZ

7d • Onsite

About The Position

Join Mohave College's Information Technology team and make a difference every day by helping students, faculty, and staff connect, learn, and succeed through technology. As a Technical Support Representative, you'll be more than a technical resource; you'll be a trusted partner who helps users navigate technology challenges with confidence. Through exceptional customer service, problem-solving, and collaboration, you'll support a secure, connected, and innovative technology experience that advances the College's mission and strengthens our communities. As a member of the Information Technology team, the Technical Support Representative reports to the Technical Support Manager and serves as a key connection between users and the college's technology services. This position provides technical support, troubleshooting, and guidance related to institutional technologies, Microsoft 365 services, and account access. Leveraging knowledge of college policies, procedures, and systems, the Technical Support Representative helps users resolve issues, access resources, and connect with the appropriate departments or technical specialists when additional assistance is needed. Individuals in this non-exempt position are expected to be available during the normal business hours of the college, and may occasionally be asked to work non-traditional hours, including holidays and weekends, as needed.

Requirements

• High school degree or related discipline.
• Two (2) or more years of experience in an office setting or related discipline.

Nice To Haves

• Two (2) or more years of experience in a community college, high education setting, or related discipline.
• Knowledge and experience in the desktop support field, including software, hardware and peripheral troubleshooting.
• Two of the following certifications, or the ability to obtain within the first six months of employment: CompTIA IT Fundamentals, Microsoft Certified: Azure Fundamentals, Microsoft Certified: Security, Compliance, and Identity Fundamentals

Responsibilities

• Provide professional and courteous support through phone calls, emails, service tickets, and live chat.
• Resolve customer issues whenever possible or route inquiries to the appropriate department, faculty member, or staff member.
• Provide end-user support for account access, multi-factor authentication (MFA), and security-related issues, account recovery, and access errors while adhering to established security procedures and best practices.
• Provide technical guidance, navigation assistance, onboarding support, documentation, and plain-language instruction that enables effective use of institutional technologies and services.
• Protect the privacy, confidentiality, and security of sensitive information and student records by adhering to FERPA regulations, college policies, and all applicable state and federal regulations during all support activities and transactions.
• Maintain accurate daily call logs, customer interaction records, departmental reports, and related documentation to support operational reporting, trend analysis, workload tracking, and compliance requirements.
• Collaborate with faculty, staff, administrators, and technical teams to identify trends, resolve issues, improve technology adoption, and recommend process improvements that enhance user experience, operational effectiveness, and institutional goals.
• Identify, prioritize, and escalate incidents or situations requiring immediate attention to the appropriate supervisor or department.
• Perform timely and consistent follow-up with customers to ensure issues are resolved and service expectations are met.
• Conduct outbound communications, including returning voicemail messages, responding to missed calls, and providing updates related to tickets, emails, support requests or account security concerns.
• Maintain knowledge in college services, policies, procedures, technologies, cybersecurity practices, and emerging technology trends to provide effective support, promote best practices, and contribute to the development of training for users.
• Assist in the creation, review, maintenance, and distribution of user-friendly knowledge base articles, FAQs, and guides that support students, faculty, staff, and administrators in the effective use of college technologies and services.
• Perform other duties of a similar nature and level as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED