Technology Support Technician

CHESS•Santa Fe, NM

6d•$20 - $25

About The Position

Performs specialized duties related to the department’s technology support functions. Must be committed to serving a diverse college community. Actively participates in and contributes to continuous quality improvement.

Requirements

Technical Capacity and Initiative
Strong customer service and client focus
Strong problem solving and technical analysis skills
Organization skills and ability to manage multiple assignments and priorities
Commitment to privacy, security, and confidentiality
Effective oral and written communication skills
Knowledge of Microsoft and Macintosh operating systems
Knowledge and skills in troubleshooting and configuration of computer hardware, printers, projectors, software installation, system maintenance, and operations
Basic knowledge of networking principles
Skills in utilizing and deploying Microsoft Office and Adobe productivity productions
Knowledge of related ITIL V3 principles and practices
Skills with Active Directory object management and group policy
Skills in working with SCCM and other client management tools
Ability to collaborate with Office of information technology, as well as the general campus with courtesy, tact, and good judgment
Knowledge of AV system integration products, such as Extron and Crestron
Current and demonstrated knowledge in applicable course content
Knowledge of current teaching methodologies and practices, such as cooperative learning, service-learning, traditional and alternative assessment
Online and blended course delivery
Diverse learning styles
Evaluation methodologies
Record keeping
Curriculum design and planning
Must possess strong oral and written communication skills
Skill in problem solving, time management, computer use, listening and critical thinking
Must have sensitivity to the understanding of diverse academic, socioeconomic, cultural, special needs, and ethnic backgrounds of college students.
Ability to communicate information and ideas, speak clearly, work with students with learning differences and disabilities
Associate’s degree in Computer Science, Computer and Information Technologies or a related field
One year of experience related to the major duties
Equivalent related experience may be substituted for education on a year for year basis
Education above Associate’s degree may be substituted for experience on a year for year basis

Nice To Haves

MCDST and CompTIAA+ certification
Experience with the installation, configuration and troubleshooting of Windows operating system and other office productivity applications including Microsoft Office and Adobe products
Experience supporting desktops, laptops, tablets, thin clients, projectors and a variety of peripherals
Applicable experience in a higher education setting

Responsibilities

Provide technical support to the SFCC Community remotely, over the phone, via email, or in person
Provide technical support for services, software, and technologies identified in the OIT Service Catalog.
Primary duties include the maintenance, repair, and troubleshooting of campus classroom and office hardware and software packages.
Document, track, and monitor customers’ requests in the OIT ticketing system.
Provide follow-up to customers’ requests to ensure proper response and satisfactory resolution.
Coordinate with other OIT team members and departments to resolve customer problems.
Troubleshoot and resolve problems to satisfy tickets, work orders, and incidents.
Complete necessary research and on the job training to resolve tickets, work orders, and incidents in a timely and efficient manner.
Accurately record, update, and document customers’ requests desk ticketing system with accuracy an proficiency.
Correctly escalate unresolved tickets, incidents and work orders to appropriate OIT team members.
Perform diagnostic tests and troubleshooting to identify customer issues.
Assist in the development of technical documentation and knowledge base articles effective in quickly addressing customers’ problems.
Maintain and update hardware and software inventory utilizing OIT standard practices.
Maintain, support, and monitor servers and software related to classroom functionality.
Educate customers on procedures for resolving or preventing recurrence of technical problems.
Discuss technical issues with customers in non-technical and comprehensive terms, while maintaining a customer service focus.
Operate, support, and work with equipment, such as smartboards, AV system integration products, projectors, computers, thin clients, servers, printers, tablets, phone, and other devices.
Support and maintenance of audio-visual equipment.
Complete OIT related support for large events, such as conferences, graduations, and departmental meetings.
Assists in the creation and implementation of new technology related processes and documentation.
Ability to evaluate and implement new and replacement technologies.
Develop and test device image standards, including OIT Security and configuration standards and customer requirements.
Attend educational programs, workshops, and seminars to learn new develpments in the IT industry.
Repair or Replace non-functional hardware.
Perform new initiatives, change management, and project duties as assigned.
Perform other duties as assigned.