PT IT Customer Service Technician

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    "jobTitle": "PT IT Customer Service Technician",
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    "description": "<h2><span style=\"font-size:14px;\">The part-time IT Customer Service Technician will serve as the first contact for faculty, staff, and students who need technical support, password assistance, and troubleshooting services with the college&#39;s computer systems, A/V systems, network infrastructure, and associated peripherals. This role requires an understanding of hardware and software components, excellent problem-solving skills, and a customer-centric approach.</span></h2>\r\n\r\n<h2><span style=\"font-size:14px;\"><strong>Essential Functions</strong></span></h2>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:14px;\">Serve as first point of contact for users seeking technical support</span></li>\r\n\t<li><span style=\"font-size:14px;\">Accurately log all Help Desk interactions</span></li>\r\n\t<li><span style=\"font-size:14px;\">Provide timely, accurate, and consistent in-person and remote service support to users</span></li>\r\n\t<li><span style=\"font-size:14px;\">Respond to telephone calls, email, help desk tickets, and other requests for technical support</span></li>\r\n\t<li><span style=\"font-size:14px;\">Utilize ticketing system to document, track, and monitor problems and requests to ensure timely resolution</span></li>\r\n\t<li><span style=\"font-size:14px;\">Elevate unresolved issues to the next level of support</span></li>\r\n\t<li><span style=\"font-size:14px;\">Evaluate IT and A/V related service requests and notify requester of expected completion date for all service requests received</span></li>\r\n\t<li><span style=\"font-size:14px;\">Perform remote access to troubleshoot user issues</span></li>\r\n\t<li><span style=\"font-size:14px;\">Visit user classrooms, labs, offices, and off-site locations to install, maintain, repair, and troubleshoot user issues</span></li>\r\n\t<li><span style=\"font-size:14px;\">Install, maintain, repair, and troubleshoot devices including PCs, laptops, printers, peripherals, and telephones</span></li>\r\n\t<li><span style=\"font-size:14px;\">Identify, research, and resolve hardware and software issues on desktops, laptops, and peripherals</span></li>\r\n\t<li><span style=\"font-size:14px;\">Support and maintain user account information including rights, security, and groups</span></li>\r\n\t<li><span style=\"font-size:14px;\">Assist with audio/visual requests and setups</span></li>\r\n\t<li><span style=\"font-size:14px;\">Perform other duties as assigned by the Information Technology - Technology Services</span></li>\r\n</ul>\r\n",
    "jobCategory": "Information Technology",
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This role requires an understanding of hardware and software components, excellent problem-solving skills, and a customer-centric approach.\\r\\n\\r\\nEssential Functions\\r\\n\\r\\n\\r\\n\\tServe as first point of contact for users seeking technical support\\r\\n\\tAccurately log all Help Desk interactions\\r\\n\\tProvide timely, accurate, and consistent in-person and remote service support to users\\r\\n\\tRespond to telephone calls, email, help desk tickets, and other requests for technical support\\r\\n\\tUtilize ticketing system to document, track, and monitor problems and requests to ensure timely resolution\\r\\n\\tElevate unresolved issues to the next level of support\\r\\n\\tEvaluate IT and A/V related service requests and notify requester of expected completion date for all service requests received\\r\\n\\tPerform remote access to troubleshoot user issues\\r\\n\\tVisit user classrooms, labs, offices, and off-site locations to install, maintain, repair, and troubleshoot user issues\\r\\n\\tInstall, maintain, repair, and troubleshoot devices including PCs, laptops, printers, peripherals, and telephones\\r\\n\\tIdentify, research, and resolve hardware and software issues on desktops, laptops, and peripherals\\r\\n\\tSupport and maintain user account information including rights, security, and groups\\r\\n\\tAssist with audio/visual requests and setups\\r\\n\\tPerform other duties as assigned by the Information Technology - Technology Services\\r\\n\\r\\nQualificationsRequired Qualifications\\r\\n\\r\\n\\r\\n\\tCustomer service focus\\r\\n\\tHigh school diploma and working towards an associate degree in Information Technology or equivalent\\r\\n\\tFamiliarity with diagnosing, troubleshooting, and repairing hardware and software issues on desktops, laptops, and peripherals\\r\\n\\tFamiliarity with operating systems, including Windows and macOS, and their respective troubleshooting methods\\r\\n\\tExcellent problem-solving and analytical skills\\r\\n\\tEffective communication and interpersonal abilities\\r\\n\\tAbility to work independently and collaborate within a team environment\\r\\n\\tStrong organizational skills with attention to detail\\r\\n\\tMust possess a valid Texas Driver&#39;s License, good driving record, and be insurable on Midland College&#39;s insurance policy\\r\\n\\r\\n\\r\\nPreferred Qualifications\\r\\n\\r\\n\\r\\n\\tAssociate degree in Information Technology or equivalent\\r\\n\\tProfessional certifications\\r\\n\\tExperience as an IT Customer Support Technician or similar role, demonstrating strong customer service skills and hands-on technical skills\\r\\n\\tExperience with remote desktop support tools and techniques\\r\\n\\tFamiliarity with Active Directory and Group Policy management\\r\\n\\tBasic knowledge of networking concepts, protocols, and configurations\\r\\n\\tKnowledge of basic scripting and automation for repetitive tasks\\r\\n\\tExperience with A/V setup\\r\\n\\tPrevious experience in providing technical support in an educational or corporate environment\\r\\n\\tStrong organizational skills with the ability to manage multiple tasks and priorities\\r\\n\\tAbility to prioritize and multi-task when taking phone calls, answering emails, or reviewing help desk tickets and responding to all user requests in a timely manner\\r\\n\\tExcellent written and verbal communication skills\\r\\n\\r\\n\\r\\n&nbsp;\\r\\n\\r\\nPhysical Demands\\r\\n\\r\\n\\r\\n\\tMust be able to remain in a stationary position 50% of the time\\r\\n\\tMust be able to sit or stand for long periods of time\\r\\n\\tThe person in this position needs to occasionally move or drive to other locations on and off campus\\r\\n\\tRepetitive use of a keyboard at a workstation\\r\\n\\tUse of manual dexterity; 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    "qualifications": "<h2><span style=\"font-size:14px;\"><strong>Required Qualifications</strong></span></h2>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:14px;\">Customer service focus</span></li>\r\n\t<li><span style=\"font-size:14px;\">High school diploma and working towards an associate degree in Information Technology or equivalent</span></li>\r\n\t<li><span style=\"font-size:14px;\">Familiarity with diagnosing, troubleshooting, and repairing hardware and software issues on desktops, laptops, and peripherals</span></li>\r\n\t<li><span style=\"font-size:14px;\">Familiarity with operating systems, including Windows and macOS, and their respective troubleshooting methods</span></li>\r\n\t<li><span style=\"font-size:14px;\">Excellent problem-solving and analytical skills</span></li>\r\n\t<li><span style=\"font-size:14px;\">Effective communication and interpersonal abilities</span></li>\r\n\t<li><span style=\"font-size:14px;\">Ability to work independently and collaborate within a team environment</span></li>\r\n\t<li><span style=\"font-size:14px;\">Strong organizational skills with attention to detail</span></li>\r\n\t<li><span style=\"font-size:14px;\">Must possess a valid Texas Driver&#39;s License, good driving record, and be insurable on Midland College&#39;s insurance policy</span></li>\r\n</ul>\r\n\r\n<h2><span style=\"font-size:14px;\"><strong>Preferred Qualifications</strong></span></h2>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:14px;\">Associate degree in Information Technology or equivalent</span></li>\r\n\t<li><span style=\"font-size:14px;\">Professional certifications</span></li>\r\n\t<li><span style=\"font-size:14px;\">Experience as an IT Customer Support Technician or similar role, demonstrating strong customer service skills and hands-on technical skills</span></li>\r\n\t<li><span style=\"font-size:14px;\">Experience with remote desktop support tools and techniques</span></li>\r\n\t<li><span style=\"font-size:14px;\">Familiarity with Active Directory and Group Policy management</span></li>\r\n\t<li><span style=\"font-size:14px;\">Basic knowledge of networking concepts, protocols, and configurations</span></li>\r\n\t<li><span style=\"font-size:14px;\">Knowledge of basic scripting and automation for repetitive tasks</span></li>\r\n\t<li><span style=\"font-size:14px;\">Experience with A/V setup</span></li>\r\n\t<li><span style=\"font-size:14px;\">Previous experience in providing technical support in an educational or corporate environment</span></li>\r\n\t<li><span style=\"font-size:14px;\">Strong organizational skills with the ability to manage multiple tasks and priorities</span></li>\r\n\t<li><span style=\"font-size:14px;\">Ability to prioritize and multi-task when taking phone calls, answering emails, or reviewing help desk tickets and responding to all user requests in a timely manner</span></li>\r\n\t<li><span style=\"font-size:14px;\">Excellent written and verbal communication skills</span></li>\r\n</ul>\r\n\r\n<p>&nbsp;</p>\r\n\r\n<h2><span style=\"font-size:14px;\"><strong>Physical Demands</strong></span></h2>\r\n\r\n<ul>\r\n\t<li><span style=\"font-size:14px;\">Must be able to remain in a stationary position 50% of the time</span></li>\r\n\t<li><span style=\"font-size:14px;\">Must be able to sit or stand for long periods of time</span></li>\r\n\t<li><span style=\"font-size:14px;\">The person in this position needs to occasionally move or drive to other locations on and off campus</span></li>\r\n\t<li><span style=\"font-size:14px;\">Repetitive use of a keyboard at a workstation</span></li>\r\n\t<li><span style=\"font-size:14px;\">Use of manual dexterity; use hands to handle, control, or feel objects, tools, or controls; use one or two hands to grasp, move, or assemble objects; use fingers to grasp, move, or assemble very small objects</span></li>\r\n\t<li><span style=\"font-size:14px;\">Occasionally ascends/descends a ladder up to 30 feet tall to service IT equipment</span></li>\r\n\t<li><span style=\"font-size:14px;\">Frequently moving self in different positions to accomplish tasks in various environments, including tight and confined spaces</span></li>\r\n\t<li><span style=\"font-size:14px;\">Constantly positions self to maintain computers and equipment at various locations, including under desks</span></li>\r\n\t<li><span style=\"font-size:14px;\">Must be able to bend, reach overhead, and lift/move up to 50 pounds</span></li>\r\n\t<li><span style=\"font-size:14px;\">The person in this position frequently communicates with others; must be able to exchange accurate information</span></li>\r\n\t<li><span style=\"font-size:10.0pt\"><span style=\"background:white\"><span style=\"line-height:107%\"><span arial=\"\" style=\"font-family:\"><span style=\"color:#333333\">Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus</span></span></span></span></span></li>\r\n\t<li><span style=\"font-size:14px;\">Duties indoors and some outdoors</span></li>\r\n\t<li>Ability to work extended hours, nights, weekends, and holidays as needed</li>\r\n</ul>\r\n",
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