Student Support Technician

Posting Job Title

Student Support Technician

Department

Operations

Position Type

Part-time Temporary

Number of openings

3

Job Summary

The Student Support Technician serves as the first point-of-contact for JCCC student support. This position is responsible for initial triage and assistance in determining the resolution of student issues, escalation of issues to higher level technical support professionals when necessary, and reporting of trends when requests appear to be out of the ordinary. The Student Support Technician will also be directly involved in the JCCC knowledge management process.

JOB OBJECTIVES

1. Technical Support Center Operations – Assists with day-to-day customer support requests and problem resolution needs.

Performance is acceptable when:

· Provides basic problem resolution and support services for JCCC students at the main office as well as remote sites.

· Utilizes support tools, special access and provided documentation to assist in the support, maintenance and problem resolution for JCCC technologies.

· Participates in the testing and evaluation of new hardware and software technologies as well as implementation of prototypes and proof-of-concept solutions

· Assists in the development and maintenance of Technical Support Center procedural documentation to include knowledge articles.

· Provides feedback impacting student success and customer satisfaction.

· Assists with general front desk reception duties for Information Services.

2. Computer Lab Operations – Assists with day-to-day customer support and requests.

· Assist with Technical Support Center requests in established lab locations.

· Assist with lab operation support needs.

Required Qualifications

• Must be a JCCC student enrolled in at least 3 credit hours for the current or subsequent spring or fall semester.
• Strong problem solving/troubleshooting skills
• Familiarity in Microsoft Office software

Preferred Qualifications

• Customer support experience
• Technical writing experience
• Previous experience with a support ticketing system is valuable but not necessary

Required application documents

Resume

Cover letter

Hours per Week

25

Work Hours/Days

Mon-Sat; 7:30am-7:00pm

Salary Grade Level

LVL1

Salary

$11.63-13.95 per hour

Location

Overland Park Main Campus

Disclosures

Every employee of the college is expected to treat all members of the college community with dignity and respect demonstrating professional, courteous and respectful behavior and engage in constructive conflict resolution, when needed.

In accordance with the college policy, finalists for this position will be subject to criminal background investigations. Individual hiring departments at JCCC may elect to administer pre-employment tests, which are relevant to essential job functions as part of the applicant selection/hiring process. Many departments require those selected for hire to submit a certified transcript for all degrees obtained. For full consideration, applicants are encouraged to apply prior to the review date listed in posting.

Johnson County Community College (JCCC) is an Equal Employment Opportunity Employer. JCCC provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, or genetic information.

If you are an applicant requesting assistance or a reasonable accommodation in the application process, please contact the Office of Human Resources at 913-469-3877, or email Hr@jccc.edu.

For a summary of all disclosures (Background check, Clery Act, ADA, EOE, etc.) refer to the links on our Career page.

Advertised: 11 Jan 2022 Central Standard Time
Applications close: 04 Feb 2022 Central Standard Time