Requisition ID: req3034
Job Title: Technician
Department: IT Support Center
Location: Columbus Campus
Employment Type: Staff
Employment Status: Part-Time Professional
Bargaining Unit: Non-Bargaining Unit
FLSA Status: Non-Exempt
Compensation Type: Hourly
Schedule: Tuesday thru Friday: 4pm to 10 pm and Saturday 8am to 1pm
Community colleges are uniquely positioned to respond to workforce needs and make higher education an affordable reality. There has never been a better time to join a two-year college, and there’s no better place to do it than at Columbus State. A laser focus on student success and a partnership mindset have established Columbus State as a key talent provider in a thriving regional economy, and a premier community college that is changing the nation’s education and workforce landscapes.
With more than 46,000 students across two campuses, at several regional learning centers, and online, Columbus State is the nation’s only institution recognized as an Achieving the Dream (ATD) college, an AACC Guided Pathways institution, and a participant in The Right Signals Initiative through the Lumina Foundation. Columbus State employees at all levels benefit from an engaging, collaborative, and supportive culture that rewards innovation and vision.
We provide competitive compensation, comprehensive benefits, and professional development opportunities. We are dedicated to ensuring that the diversity of Columbus State faculty and staff reflects that of our students and region. We are proud to be a central part of a community that embraces differences and celebrates the many cultures, beliefs, and lifestyles that define Central Ohio.
Columbus, Ohio is also home to The Ohio State University and more than 30 other colleges and universities as well as the headquarters of multiple Fortune 500 companies. Columbus is one of America’s fastest-growing cities, offering a wealth of cultural experiences, dining, entertainment, shopping opportunities, and more. That’s why Central Ohio residents find living here so fulfilling, both professionally and personally.
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions described in this position description. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this position description.
The Information Technology (IT) Technician I position is responsible for providing technical support to the users while working under direct supervision and following standard procedures and written instruction to accomplish assigned tasks. This position serves as the first point of contact for troubleshooting hardware / software, PC / Mac / Linux or printer problems. The position assists users via telephone, email, chat and in person with a wide range of questions, problems, and requests related to desktop software, hardware, peripherals, network issues, applications issues. This position also troubleshoots and resolves issues with audio/video equipment utilized in the classroom.
Core Competencies Required
Professionalism, Managing Work, Continuous Improvement, Customer/Student/Employee Focus, Collaboration, Quality Orientation, Continuous Learning, Guiding Interactions, Coaching and Decision Making
ESSENTIAL JOB FUNCTIONS
Performs various basic level technical duties in the IT Support Center such as: enters incoming calls in the current ticket system; logs calls into the current Automated Call Distribution (ACD) software to receive incoming calls at the beginning of the shift and logging out at the end of the shift; provides documentation and updates to Service requests that are received to the IT Support Center in the current ticket system; identifies and prioritizes these Service requests and escalates, if necessary. Provides basic technical support via phone, email, chat or in-person. Performs tests to isolate the source of issues.
IT Technical Support
Tests and troubleshoots technical equipment such as: work stations, laptops, and college owned printers. Performs general repairs to technical equipment, and identifies need for major repairs for referral to vendor, if under warranty. Performs setup for workstation, laptops, printers, and provides cable management for these devices. Maintains accurate inventory information for both hardware and software products. Provides Audio/Visual support in classrooms either virtually, via phone or in-person.
Trains on all utilities used within the IT Support area including: Microsoft Configuration Management Console; imaging and installing software on workstation and laptops; Microsoft Printer Management; WebEx; and College account management tools. Develops broad and in-depth knowledge of software and hardware that are unique to the support area.
Other Duties and Responsibilities
Attends all required department meetings and training. Works a flexible schedule including evenings. *Regular, predictable, and punctual attendance is required.
Usual Physical Requirements
The employee regularly exhibits digital dexterity when entering data into computer, frequently sits for extended periods of time, and occasionally stands and walks. Employee occasionally reaches with hands or arms and stoops, kneels, crouches or crawls. Employee converses verbally with others in person and by telephone. Vision demands include close, detailed vision when focusing on computer screen. Employee occasionally lifts or exerts force up to 50 pounds.
Typical office environment. Regular exposure to moderate noise typical to business offices. Employee is occasionally exposed to dirt, dust, debris, smells and outdoor weather conditions when moving or installing equipment. Employee is occasionally exposed to minor cuts, burns, or other incapacitating injury and risk of electrical shock. Employee is occasionally exposed to fumes or airborne particles. Employee frequently lifts items up to 10 pounds.
Knowledge, Skills and Abilities: Knowledge of: Multiple OS environments; technical equipment components and functions; technical equipment installation processes. Skill in: excellent verbal and written communication; organization; customer service; conflict resolution; general typing; performing basic technical tasks in office/administrative areas and classrooms; installing technical equipment; testing, troubleshooting, and resolving basic level technical equipment operating problems; calibrating technical equipment; analytical thinking; application of job-related computer software and equipment Ability to: develop and maintain effective working relationships with associates, vendors, students, telephone users and general public; maintain confidential and sensitive information; use good judgement; perform complex tasks and prioritize multiple projects; investigate and analyze information and draw conclusions; effectively communicate information in oral, written, and graphic form; excellent listening skills and participant in collaborative work; develop and maintain effective working relationships with colleagues and stakeholders across the College; effectively work with persons of varying cultures and diversity; problem solve effectively.
High School Diploma with at least one year experience in a closely related technical field. State Motor Vehicle Operator's License or demonstrable ability to gain access to work site(s). *An appropriate combination of education, training, coursework and experience may qualify a candidate.
Preferred Qualifications: Associates Degree with at least one year experience in a closely related technical field.