Technician, Device Management and Support

Bucks County Community College•Newtown, PA

6h•$24 - $31

About The Position

It’s great to work at a place where people are truly committed to serving our students! We’re committed to bringing passion and energy to our College. Visit our Life Page on LinkedIn to explore our dynamic campus culture, hear from current employees, and discover what makes Bucks County Community College a great place to work! The device management team supports all end-user facing computers and devices across campus. The environment consists primarily of Windows-based PCs, but also includes some Macs, iPads, and other miscellaneous devices. The Technician, for Device Management and Support is responsible for providing support to the end user community. The incumbent will perform day-to-day technical support tasks in order to facilitate the operation of campus activities. The incumbent will provide first level support for end users with a variety of technical issues. The incumbent will be responsible for providing support for customer support requests and for problems in the classrooms and meeting rooms. The incumbent will be responsible for packaging applications and managing distribution through MDM’s such as SCCM, Intune and Jamf. The incumbent is expected to work independently and prioritize their daily tasks and ensure that all desktop issues/tickets are addressed in a timely manner. The incumbent works on department-wide and college projects and may be asked to represent Information Technology Services on College-wide initiatives and committees.

Requirements

Associate's degree and 2-4 years job related experience or Bachelor's degree preferred.
A+ Certification preferred.
Proven knowledge of Application packaging and distribution through MDM suites such as SCCM, Intune and JAMF
Demonstrated experience in a technical customer support environment.
Proven knowledge of PC and Macintosh technical operations.
Demonstrated analytical, problem solving, and time management skills.
Demonstrated customer service skills in understanding and resolving various computing problems for both internal and external end users.
Excellent interpersonal and written communication skills
Demonstrated knowledge of contemporary operating systems software, learning management systems, instructional and commercial software packages, database management, web-based applications and the College’s administrative applications such as Colleague and Workday.
Must be comfortable dealing directly with clients in a walk-up environment.
Must have the ability to handle upset clients and clients at all levels of technical proficiency.
Ability to lift 40 pounds.
Flexibility to work outside regular scheduled hours when necessary.
Flexibility to work on any of our campuses when necessary.

Responsibilities

Respond to incoming tickets and ensure timely response to issues and requests.
Create process documentation.
Provide advanced troubleshooting and support.
Participate in departmental projects and initiatives as assigned by department management.
Serve on college-wide committees i.e., accessibility committee, as assigned by department management.
Provide support with A/V and Help Desk staff where identified.
Assist in developing or updating standard processes and documentation to address changing or new support requirements as technology and business processes evolve.
Assist in the development and maintenance of training materials and in delivering training to new staff members and current staff as needs change.
Other duties as assigned.