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Santa Fe Community College · 1 month ago

Technology Support Technician

Santa Fe, NM

Full-time

Hybrid

Entry Level

$19.64/hr - $24.52/hr

1+ years exp

Santa Fe Community College is a Hispanic-serving institution committed to empowering students and strengthening the community. The Technology Support Technician will perform specialized duties related to the department’s technology support functions, providing technical support to the college community and maintaining classroom and office hardware and software packages.

Higher Education

No H1B

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 developments 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

Qualification

Technical supportTroubleshooting hardware/softwareMicrosoft OfficeActive DirectoryCompTIA A+ certificationAV system integrationNetworking principlesSCCMCustomer serviceProblem solvingCommunication skillsOrganizational skills

Required

Associate's degree in Computer Science, Computer and Information Technologies or a related field

One year of experience related to the major duties

Equivalent related experience may be substituted for education on a year for year basis

Education above Associate's degree may be substituted for experience on a year for year basis

Preferred

MCDST and CompTIAA+ certification

Experience with the installation, configuration and troubleshooting of Windows operating system and other office productivity applications including Microsoft Office and Adobe products

Experience supporting desktops, laptops, tablets, thin clients, projectors and a variety of peripherals

Applicable experience in a higher education setting