Technology Support Technician

** Compensation:**$19.64 - $24.52 CS114
** Compensation Type:
** Hourly
*
* Employment Type:

** Regular
* * FLSA:
** Non-Exempt
** Scheduled Weekly

Hours:

** 40
* * Position Summary
** 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.
** Duties & 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.
** Knowledge,

Skills and Abilities

*** 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…