Senior IT Technician

Senior IT Technician

Job Summary:

The Senior IT Technician provides all levels of technical support to users of computers and related computer equipment throughout the College. Support includes installing hardware and software, troubleshooting, diagnosing, and repairing computers at the Advanced Technology Center, Brae Loch Restaurant, Grayslake campus, Lakeshore campus, and Southlake campus. This is a bargaining‑unit position.

• Competitive salary
• Health insurance:
  Blue Cross Blue Shield of Illinois, Delta Dental, Superior Vision
• Tuition support for employees and qualified family members
• Three retirement plans
• Disability, group and supplemental life insurance
• Health and dependent care flexible spending accounts
• Compressed work week in summer (Closed Fridays)
• Generous vacation, sick and personal time off
• 14 paid holidays each year

• User Support (60%)
  • Consistently provides excellent customer service and demonstrates customer care best practices.
  • Acts as primary point of escalation from first‑level support to resolve computer hardware, software, peripheral, audio‑visual and networking issues.
  • Uses effective troubleshooting techniques to identify root causes and determine solutions.
  • Escalates issues after an appropriate time or when further expertise is needed.
  • Provides just‑in‑time training on optimal operation of computer hardware, software, audio‑visual and peripherals.
  • Assists other Technology Support staff in resolving issues at their root cause.
• Issue and Ticket Management (20%)
  • Accurately documents and maintains all support requests in the ticket management system.
  • Ensures tickets are appropriately transferred, escalated, and closed.
  • Keeps customers updated on status of open incidents and confirms satisfaction upon closure.
• Projects and Administration (10%)
  • Installs, deploys, and maintains authorized computer hardware, software, peripherals and audio‑visual equipment for faculty and staff.
  • Installs, deploys, and maintains equipment in classrooms and college labs.
  • Accounts for problem‑free operation of hardware, software, peripherals, audio‑visual and networking in classrooms and labs.
  • Travels to other campuses to provide coverage as needed.
  • Assists with special projects and administers selected network‑related systems.
  • Scans the technology marketplace for new opportunities and recommends new technologies.
  • Assists in assessing the need for new or additional technology.
• Other Duties (10%)
  • Performs first‐level support via phone, email and chat.
  • Documents and maintains the department’s knowledge base.
  • Assists in developing and enforcing hardware, software, peripheral, audio‑visual and networking standards and acceptable use policies.
  • Acts as AI liaison between faculty and staff to communicate changes, gather feedback, suggest improvements and implement solutions.
  • Models institution and regulatory policies, procedures and standards.
  • Utilizes self‑appraisal to determine progress toward performance objectives.
  • Proactively works with other college members to identify and implement key operational improvements.
  • Other duties as assigned.

• Bachelor’s Degree with one year of experience in a technology support role.
• Associate’s Degree with two years of experience in an information technology role, at least 18 months of which were in a technology support role.
• High School/GED plus four years of experience in an information technology role, at least three years of which were in a technology support role.
• Effective verbal and written communication skills.
• Ability to work effectively with a wide range of customers with a focus on diversity, equity and inclusion.
• Committed to keeping up with an ever‑changing technology landscape and exhibiting a positive, high‑energy professional demeanor.
• Ability to work well on and contribute to a high‑performance team.
• Ability to prioritize and deliver according to deadlines while handling multiple tasks; exercise judgment; handle confidential information; and work with minimal supervision.
• Excellent organizational skills and attention to detail.
• Ability to explain technical concepts and procedures to non‑technical users.
• Problem‑solving, analytical, and logical…