PT IT Customer Service Technician

The part‑time IT Customer Service Technician will serve as the first contact for faculty, staff, and students who need technical support, password assistance, and troubleshooting services with the college's computer systems, A/V systems, network infrastructure, and associated peripherals. This role requires an understanding of hardware and software components, excellent problem‑solving skills, and a customer‑centric approach.

• Serve as first point of contact for users seeking technical support
• Accurately log all Help Desk interactions
• Provide timely, accurate, and consistent in‑person and remote service support to users
• Respond to telephone calls, email, help desk tickets, and other requests for technical support
• Utilize ticketing system to document, track, and monitor problems and requests to ensure timely resolution
• Elevate unresolved issues to the next level of support
• Evaluate IT and A/V related service requests and notify requester of expected completion date for all service requests received
• Perform remote access to troubleshoot user issues
• Visit user classrooms, labs, offices, and off‑site locations to install, maintain, repair, and troubleshoot user issues
• Install, maintain, repair, and troubleshoot devices including PCs, laptops, printers, peripherals, and telephones
• Identify, research, and resolve hardware and software issues on desktops, laptops, and peripherals
• Support and maintain user account information including rights, security, and groups
• Assist with audio/visual requests and setups
• Perform other duties as assigned by the Information Technology – Technology Services

• Customer service focus
• High school diploma and working toward an associate degree in Information Technology or equivalent
• Familiarity with diagnosing, troubleshooting, and repairing hardware and software issues on desktops, laptops, and peripherals
• Familiarity with operating systems, including Windows and macOS, and their respective troubleshooting methods
• Excellent problem‑solving and analytical skills
• Effective communication and interpersonal abilities
• Ability to work independently and collaborate within a team environment
• Strong organizational skills with attention to detail
• Must possess a valid Texas Driver's License, good driving record, and be insurable on Midland College's insurance policy

• Associate degree in Information Technology or equivalent
• Professional certifications
• Experience as an IT Customer Support Technician or similar role, demonstrating strong customer service skills and hands‑on technical skills
• Experience with remote desktop support tools and techniques
• Familiarity with Active Directory and Group Policy management
• Basic knowledge of networking concepts, protocols, and configurations
• Knowledge of basic scripting and automation for repetitive tasks
• Experience with A/V setup
• Previous experience in providing technical support in an educational or corporate environment
• Strong organizational skills with the ability to manage multiple tasks and priorities
• Ability to prioritize and multi‑task when taking phone calls, answering emails, or reviewing help desk tickets and responding to all user requests in a timely manner
• Excellent written and verbal communication skills

• Must be able to remain in a stationary position 50% of the time
• Must be able to sit or stand for long periods of time
• The person in this position needs to occasionally move or drive to other locations on and off campus
• Repetitive use of a keyboard at a workstation
• Use of manual dexterity; use hands to handle, control, or feel objects, tools, or controls; use one or two hands to grasp, move, or assemble objects; use fingers to grasp, move, or assemble very small objects
• Occasionally ascends/descends a ladder up to 30 feet tall to service IT equipment
• Frequently moving self in different positions to accomplish tasks in various environments, including tight and confined spaces
• Constantly positions self to maintain computers and equipment at various locations, including under desks
• Must be able to bend, reach overhead, and lift/move up to 50 pounds
• The person in this position frequently communicates with others; must be able to exchange accurate information
• Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus
• Duties indoors and some outdoors
• Ability to work extended hours, nights, weekends, and holidays as needed