Information Technology Support Technician Job Newark area,California USA,IT/Tech

Ideal Candidate Statement

The ideal candidate will be a thorough, detail orientated individual experienced in various technologies including Windows and Mac endpoint configuration and troubleshooting, digital signage, audio visual setup and support, software and hardware installation and debugging and security awareness and best practices. The candidate will diagnose and resolve technical issues in a collaborative environment while balancing changes in priorities and adapting to new situations.

The candidate will be customer service focused delivering consistent, exceptional communication and service to faculty, staff and students in an educational community that is committed to understanding and advancing the benefits of diversity, equity and inclusion.

Position Description

Under the supervision of an administrator, serve as a point of contact for the Information Technology Services (ITS) Department for technical support issues on hardware, applications and related technologies. Be responsible for providing technical assistance to troubleshoot basic problems with computer hardware and software.

Duties and Responsibilities

Troubleshoot software and hardware issues through diagnostic techniques;

Direct advanced technical issues to the next level of ITS support;

Conduct follow‑up communication with users; identify recurring problems and recommend improvements;

Carefully document all problems and resolutions;

Conduct inventories of District software and hardware as directed; reconcile inventories with purchase orders as assigned.

Provide excellent service;

Communicate professionally and efficiently in all interactions;

Configure and deliver computer hardware and provide set up of equipment as assigned;

Organize and support ITS‑related trainings by completing tasks including, but not limited to: reserving conference rooms and duplicating training materials;

Enter data into appropriate databases;

Maintain records as directed;

Demonstrate sensitivity to and respect for the diverse academic, socioeconomic, cultural, disability and ethnic backgrounds of the College’s students, faculty, staff, and community.

Effectively engage and support historically disproportionately impacted groups by addressing issues of equity and improving culturally responsive service‑oriented practices;

Performs related duties as assigned.

Knowledge Of

A wide variety of hardware and software including enterprise resource planning systems;

Incident/ticket management systems;

Software and hardware troubleshooting techniques;

Skill To

Use knowledge of computer systems, mobile devices, applications, ERP systems, incident resolution, troubleshooting techniques, incident/ticket management systems, IT products, and common technological equipment to assist users and troubleshoot basic problems, including but not limited to: log in issues, printer problems, and hardware malfunctions;

Use incident/ticket management systems to prioritize and respond to requests for assistance;

Use general office software and equipment to complete logs and document activities;

Provide in‑person and remote assistance to users

Ability To

Ensure effective customer service in diagnosing and resolving basic technical issues;

Remain calm under stressful situations; thrive in a team atmosphere;

Apply critical thinking techniques to assist users in resolving technical issues with computer hardware and software;

Effectively prioritize and complete work assignments;

Communicate effectively, orally and in writing;

Develop and maintain effective relationships with coworkers of varying technological skill levels.

Minimum Qualifications

Any combination equivalent to: a Bachelor’s degree in a related field and job experience or training in network and or/or computer systems and technologies.
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