Senior IT Technician II

Posting Details

Posting Number S01301 Position Title Senior IT Technician II Internal Position Title Senior IT Technician II Department Technology Support Position Type Staff Job Family Specialist Job Summary

The Senior IT Technician provides all levels of technical support to users of computers and related computer equipment throughout the College. Support provided by the Senior IT Technician shall include, but not be limited to, installing hardware and software; performing trouble-shooting, problem diagnosis, and repair of computers and related computer equipment.

CLC offers a competitive salary, excellent benefits that currently includes BlueCross/BlueShield of Illinois health, Delta dental and Superior vision insurance plans, tuition support for employees and qualified family members, three retirement plans, disability, group and supplemental life insurance, health and dependent care flexible spending account plans, a four-day work week in the summer (Fridays off!), generous vacation, sick and personal time off and 13 paid holidays each year.

The College of Lake County ( CLC ) is a comprehensive community college located in northeastern Illinois committed to being an innovative educational institution providing life-changing paths for our students by offering exceptional learning experiences.

The college is widely recognized for student success, business and community partnerships and for the achievements of our faculty, staff and alumni. Long-known as an employer of choice in Lake County, CLC was ranked #15 on the Forbes list of Top 100 Employers in the State of Illinois for 2019.

Required Qualification

· Bachelor’s Degree with 6 months of experience in an information technology support role
OR

Associates Degree with 1 year of experience in an information technology role, at least 6 months of which were in a technology support role

OR
3 years of experience in an information technology role, at least 2 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 and a focus on diversity, equity, and inclusion
· Committed to keeping up-to-date with the ever-changing technology landscape.
· Reflect a positive, high-energy and professional demeanor
· Demonstrated ability to work well on and contribute to the high performance of a team
· Demonstrated ability to prioritize and deliver according to deadlines while handling multiple tasks, ability to exercise judgment, handle confidential information, and function with minimal supervision
· Demonstrated excellent organizational abilities and attention to detail
· Ability to explain technical concepts and procedures to non-technical users
· Ability to problem-solve, analyze information to make informed decisions and/or recommendations
· Applies principles of logical thinking to a wide range of intellectual and practical problems.
· Ability to travel between campuses as needed

Desired Qualifications

· Higher Education experience ideally in a community college setting
· An innate focus on students and their success
· Demonstrated ability to build and maintain strong relationships with internal and external stakeholders.
· Strong analytical skills.
· An interest in improving existing processes and procedures on a continual basis.
· Ability to manage projects as needed.

Posting Date 11/06/2020 Closing Date 11/22/2020 Expected Start Date Special Instructions Summary Pay Rate $18.59/Hr. Full-Time/Part-Time Full-Time Location Grayslake Total Hours per week 40.00 Work Schedule

Monday – Friday 8:00 am – 4:30 pm

Software Testing Required Powerpoint, Excel, MS Word, Windows, Outlook Interview Process Requirements None EEO Statement

The College of Lake County is an equal opportunity employer and has a strong commitment to diversity. In that spirit, it seeks a broad spectrum of candidates including minorities, women and people with disabilities. EOE /AA/M/F/D/V

Summary of Essential Functions

User Support (60%)
• Consistently provides excellent customer service, displaying customer care best practices in support of students, faculty, staff, and other constituents.
• Acts as primary point of escalation from first level support to troubleshoot and resolve computer hardware, software, peripherals, and networking issues at their root cause.
• Uses efficient and effective troubleshooting techniques to gather information, identify the core of the problem, and determine its root cause.
• Efficiently and effectively escalates issues after an appropriate time or when issues require further expertise.
• Identifies and leverages opportunities to improve the productivity of faculty and staff by providing just-in-time training on optimal operation of computer hardware, software, and peripherals.
• Eagerly assists other Technology Support staff in resolving issues at their root cause.
Issue and Ticket Management (20%)
• Accurately documents and maintains all support requests and efforts in the ticket management system.
• Ensures support tickets are appropriately transferred, escalated, and closed.
• Keeps customers updated on the status of their open incidents.
• Ensures that customers are satisfied upon ticket closure.
Projects and Administration (10%)
• Installs, deploys, and maintains authorized computer hardware, software, and peripherals for faculty and staff in accordance with the College’s acceptable use policy.
• Installs, deploys, and maintains authorized computer hardware, software, and peripherals in classrooms and College labs in accordance with the College’s acceptable use policy.
• Accountable for problem-free operation of computer hardware, software, peripherals, and networking in classrooms and College labs.
• Assists with special projects as assigned.
• Administers select network-related systems as defined.
• Scans technology marketplace to identify opportunities for further research and recommends new technologies for deployment in service of student, faculty, and staff productivity.
• Assists in assessing the need for new and/or additional technology.
Other Duties(10%)
• Acts as first level support when required, performing troubleshooting in person and via phone, email and chat.
• Assists with documenting and maintaining up-to-date, accurate, and helpful information the department’s knowledgebase
• Assists in the development and enforcement of computer hardware, software, peripheral, and networking standards and acceptable use policies for students, faculty, and staff.
• Assists in the development and enforcement of computer hardware, software, peripheral, and networking standards and acceptable use policies for classrooms and computer labs.
• Acts as an IT liaison between to faculty and staff to communicate changes, gather feedback, suggest improvements, and implement solutions.
• Models all institution and regulatory policies, procedures and standards.
• Utilizes self-appraisal to determine progress in meeting performance management system objectives and career goals.
• Proactively works with other members of the College to identify and implement key opportunities for operational improvements.
• Other duties as assigned

Posting Specific Questions - supplemental questions

Required fields are indicated with an asterisk (*).

1. * Do you have a Bachelor’s Degree with 6 months of experience in an information technology support role OR an Associate's Degree with 1 year of experience in an information technology role, with at least 6 months of which were in a technology support role OR 3 years of experience in an information technology role, with at least 2 years of which were in a technology support role?
   • Yes
   • No
2. * Do you have the ability to travel between campuses as needed?
   • Yes
   • No
3. * Do you have any Higher Education experience ideally in a community college setting?
   • Yes
   • No

Applicant Documents
Required Documents

1. Resume
2. Cover Letter
3. Unofficial Transcript 1

Optional Documents