POSITION SUMMARY:

The IT Technician provides Tier 1 technical support for Terra State Community College’s faculty, staff, and students by addressing technology-related needs both remotely and on-site. This role includes responding to support calls and help desk tickets, imaging and deploying computers, maintaining accurate inventory records, performing basic multimedia setup, installing and updating software, and documenting IT processes and procedures. The technician ensures the consistent and efficient operation of technology across campus to support academic and administrative functions.

EDUCATION AND/OR WORK EXPERIENCE:

• A minimum of six months to one year of relevant experience or training, or an equivalent combination of education and hands-on experience is required
• Associate’s degree in Information Technology or related field is preferred.
• Experience in IT support, help desk, or technical troubleshooting is preferred.

OTHER SKILLS AND ABILITIES

• Familiarity with Windows operating system
• Ability to identify and resolve problems in a timely manner by gathering and analyzing information
• Strong and effective verbal and written communication skills and the ability to work with others in a team environment
• Possess excellent organizational skills
• Ability to manage multiple tasks and provide timely support in an educational environment.
• Effective customer service skills to include resolving customer issues

THE POSITION DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT BETWEEN THE EMPLOYER AND EMPLOYEE AND IS SUBJECT TO CHANGE BY THE EMPLOYER AS THE NEEDS OF THE EMPLOYER AND REQUIREMENTS OF THE JOB CHANGE.

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ESSENTIAL DUTIES AND RESPONSIBILITIES

Monitor the help desk to ensure timely responses to help tickets and voicemail messages.
Route help tickets to appropriate departments or technicians for efficient resolution.
Field phone support calls to assist users with technical issues and troubleshooting.
Provide remote technical support via phone, with or without remote workstation connectivity software.
Redirect phone support calls to relevant campus offices based on caller needs.
Maintain logs of calls received outside the ticketing system.
Diagnose and resolve hardware and software issues for desktops, laptops, printers, and other devices.
Offer basic support for leased all-in-one printers, including toner replenishment and vendor issue escalation.
Install, configure, and maintain software applications and operating systems.
Image and deploy computers for classrooms, labs, and administrative offices.
Manage inventory and maintain accurate IT asset records.
Oversee the disposal process for decommissioned IT equipment and systems.
Document troubleshooting steps, technical solutions, and system procedures.
Provide limited multimedia support for classroom and event setups, troubleshooting and performing minor repairs on Terra-owned equipment.
Assist with onboarding new employees, ensuring proper account setup and workstation configuration.
Support to the Academic Service Center with remote testing.
Collaborate with IT staff to enhance the technology experience for the campus community.
Provide basic support for VOIP phones, including basic endpoint setup and deployment.
Provide first level of support for Microsoft O365 applications.
Perform endpoint anti-malware/anti-virus security scans as needed.
Assist with training and mentoring IT student employees as needed.
Perform other duties as assigned.