IT Support Technician

Haywood Community College has been serving the needs of our community since 1966. At HCC we take great pride in the level of service we provide to our students and our employees. Our Information Technology team has the opportunity to support both students and employees every day. Our IT team is one that values proactive support, exceptional customer service, collaboration and creativity.

If you are someone motivated to help connect people with technology, and someone who has strong customer service skills and aptitude, this could be just the job for you! While this is considered an entry-level IT role, we are seeking someone with at least two years of general work experience demonstrating strong customer service skills. If you have that experience, along with solid computer, communication, and organizational skills, and either an Associate degree in Information Technology (or a related field) or relevant IT work experience in lieu of the degree, we encourage you to apply.

• 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…