Service Center Technician

Job Responsibilities

• Provide phone, remote, and email-based first-level technical support to staff and faculty for the Webster City School, focusing on First Call Resolution and escalating incidents as needed.
• Organize and coordinate endpoint deployment and break-fix efforts, coaching Service Center Technicians to resolve incidents accurately.
• Oversee, deliver, and support computer and AV technology systems and services, repair and replace hardware components.
• Assist with testing and maintaining classroom technology.
• Provide excellent customer service to all staff, faculty, and students.
• Answer incoming calls promptly and professionally within Service Level Agreements.
• Gather information, log incidents and requests in the ticketing system.
• Install, support, and train users on all supported systems.
• Perform warranty hardware repairs for branded equipment.
• Install, support, and repair college computers, peripherals, software, and technology equipment.
• Record classroom technology usage in tracking software, including AV presentation equipment, desktops, laptops, and printers.
• Perform physical inventory checks of all campus assets.
• Assist in stocking and organizing technology equipment in the warehouse.
• Assist in maintaining inventory database with the inventory and procurement team.
• Deliver equipment to departments as needed.
• Complete minor maintenance tasks.
• Maintain confidentiality for student, faculty, and staff profiles.
• Establish and maintain strong working relationships with colleagues, staff, administrators, and the public.
• Display a positive, friendly, and respectful attitude toward customers and co-workers.
• Possess strong organizational skills and high attention to detail.
• Perform other duties as assigned by management.

• Proficient customer service skills.
• Associate degree or certificate/diploma in computer science or related field.
• One to three years of recognized success in desktop support, educational technology, or related field.
• Strong knowledge of Microsoft-based operating systems and software, emphasizing Windows and Microsoft Office 2016.
• Familiarity with IT computer hardware, AV hardware, and other technology equipment preferred.

• CompTIA A+ certification.
• Info Comm CTS certified technology specialist.
• Three to five years of recognized success in desktop support, audio/visual support, or related field.
• Experience supporting higher education.
• Valid driver’s license.

• Health, dental, and vision insurance.
• Paid premiums for short-term and long-term disability insurance.
• Paid $10,000 life insurance policy.
• Section 125 flex spending account.
• 401(k) retirement plan.
• Vacation pay.
• Paid time off.
• Holiday pay.
• Employee assistance program.

Solutions Management Group is an Equal Opportunity Employer.