FT IT Field Support Technician I

The IT Field Technician I supports daily IT operations and provides technical support for the college’s technology environment, including IT systems, infrastructure, audiovisual technologies, and auditorium operations. Responsibilities include providing Tier 1 support by answering the help desk extension; installing, maintaining, and troubleshooting IT and AV systems; supporting classrooms, auditoriums, meetings, and live events; and ensuring the reliable operation of multimedia and conferencing technologies.

This position also collaborates with cross-functional teams to resolve technical issues and support the continued growth and modernization of the college’s technology environment.

• Answer support calls and provide first level help desk support, assist with logon issues, password resets, assist with applications, email, and elevate calls to appropriate IT staff as needed.
• Provide Tier 1 technical support to HCC students, faculty and staff via phone, email and computer chat plus basic software installation and OS updates.
• Troubleshoot technical issues related to desktop and laptop computers, printers, telephones, online services, and other IT systems.
• Coordinate computer access during new employee onboarding process.
• Assist in asset management, handling patching tasks, and assist with the setup of security protection configurations. Provide in person and remote technical support to assist employees and students with their technical questions and provide operational support for software applications and IT systems.
• Document support requests and resolutions using electronic issue tracking systems.
• Assist in creating and maintaining training and usage documentation for software applications.
• Maintain software and hardware of classroom and employee computers including physical placement of equipment and employing cable management.
• Analyze and help optimize IT processes to enhance efficiency, reduce redundancies, and implement best practices to ensure continuous improvement in service delivery and performance.
• Foster collaboration among departments by ensuring that the information and instructional systems are supporting the teaching, learning, and administrative functions of the college.
• Ensure that records, accountability, and performance adhere to college policies and procedures, NCCCS directives, NC State Administrative Code, and other relevant State and Federal agencies.
• Assist in the evaluation, implementation, and support of approved artificial intelligence technologies and automation solutions that enhance teaching, learning, administrative, and operational functions of the college.
• Identify opportunities to improve operational efficiency through the responsible use of artificial intelligence, workflow automation, and other emerging technologies.
• Provide support to Apple users for both software and hardware needs.
• Provide light, sound, and technology setup in the auditoriums and other on-campus facilities for internal and external events as directed by the Coordinator of Campus Development Services & Events and Director of Information Technology in compliance with college policies and procedures.
• Serve as the light and sound technician during college and college-sponsored events located in the auditoriums, other on-campus facilities, and off-campus locations as directed by the Coordinator of Campus Development Services & Events and Director of Information Technology.
• Provide A/V technical setup in various locations for campus events.
• Provide installation, configuration, maintenance, troubleshooting, and repair of classroom technology, meeting room systems, and audiovisual equipment, including instructional technologies, presentation systems, conferencing solutions, hardware, and software.
• Provide support in the selection for purchase of appropriate A/V equipment and supplies for the campus auditoriums and other campus meeting spaces.
• Provide and coordinate technology, audio/visual, and presentation support for Board of Trustees meetings, executive leadership meetings, commencements, and other high-profile institutional events.

• Perform other duties as assigned and other related duties incidental to the work described herein.
• Interact with students, the public, the community, HCC board members, State board members, NCCCS System Office Staff, and co-workers in a cooperative, courteous, and professional manner.
• Serve on appropriate committees and teams as assigned, assist with reaccreditation process.
• Comply with the college's policies and procedures.
• Model good recordkeeping.
• Exercise professional and customer service orientation in performing job duties.
• Effective use of computer, copier, fax machine and answering the telephone.
• Responsible for special projects assigned within the college by serving on committees, setting up meetings, etc. as directed by the President or CIO of HCC.
• Assist on any special projects deemed necessary by the CIO.

• Computer skills, communication skills, strong…