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PT-IT CUSTOMER SERVICE TECHNICIAN (Pool)

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Midland College

Location: Midland, Texas
Category: Admin-Other Administrative Positions
Date Posted: February 2, 2024

Job Description

Job Title

PT-IT CUSTOMER SERVICE TECHNICIAN (Pool)

Position Status

Part Time

Classification Title

Part-Time IT Technician-Up to 19 hpw

Work Location

Main Campus-3600 N. Garfield, Midland, TX

Job Summary

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 colleges 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.

Required Qualifications

Customer service focus
High school diploma and working towards an associate degree in Information Technology or equivalent
Familiarity with diagnosing, troubleshooting, and repairing hardware and software issues on desktops, laptops, and peripherals
Familiarity with operating systems, including Windows and macOS, and their respective troubleshooting methods
Excellent problem-solving and analytical skills
Effective communication and interpersonal abilities
Ability to work independently and collaborate within a team environment
Strong organizational skills with attention to detail
Must possess a valid Texas Drivers License, good driving record, and be insurable on Midland Colleges insurance policy

Preferred Qualifications

Associate degree in Information Technology or equivalent
Professional certifications
Experience as an IT Customer Support Technician or similar role, demonstrating strong customer service skills and hands-on technical skills
Experience with remote desktop support tools and techniques
Familiarity with Active Directory and Group Policy management
Basic knowledge of networking concepts, protocols, and configurations
Knowledge of basic scripting and automation for repetitive tasks
Experience with A/V setup
Previous experience in providing technical support in an educational or corporate environment
Strong organizational skills with the ability to manage multiple tasks and priorities
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
Excellent written and verbal communication skills

Essential Functions

Serve as first point of contact for users seeking technical support
Accurately log all Help Desk interactions
Provide timely, accurate, and consistent in-person and remote service support to users
Respond to telephone calls, email, help desk tickets, and other requests for technical support
Utilize ticketing system to document, track and monitor problems and requests to ensure timely resolution
Elevate unresolved issues to the next level of support
Evaluate IT and A/V related service requests and notify requester of expected completion date for all service requests received. Perform remote access to troubleshoot user issues
Visit user classrooms, labs, offices, and off-site locations, to install, maintain, repair, and troubleshoot user issues
Install, maintain, repair, and troubleshoot devices including PCs, laptops, printers, peripherals, and telephones
Identify, research, and resolve hardware and software issues on desktops, laptops, and peripherals
Support and maintain user account information including rights, security and groups
Assist with audio/visual requests setups and requests
Perform other duties as assigned by the Information Technology – Technology Services

Physical Demands

Must be able to remain in a stationary position 50% of the time
Must be able to sit or stand for long periods of time
The person in this position needs to occasionally move or drive to other locations on and off campus
Repetitive use of a keyboard at a workstation
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
Occasionally ascends/descends a ladder up to 30 feet tall to service IT equipment
Frequently moving self in different positions to accomplish tasks in various environments, including tight and confined spaces
Constantly positions self to maintain computers and equipment at various locations, including under the desks
Must be able to bend, reach overhead, and lift/move up to 50 pounds
The person in this position frequently communicates with others; must be able to exchange accurate information
Duties indoors and some outdoors
Ability to work extended hours, nights, weekends, and holidays as needed

Security Sensitivity

All Midland College positions are security-sensitive and subject to Texas Education Code §51.215, which authorizes the employer to obtain criminal history record information. An employment offer is contingent on completion of a satisfactory criminal background investigation.

Min Salary

$15.50 per hour

Max Salary

$15.50 per hour

Posting Number

P01191S2016

Open Date

02/02/2024

Position Available

Immediately

Special Instructions to Applicants

All documents must be electronically submitted through the Midland College Online Employment Services website to be considered. Incomplete or improperly submitted applications may be excluded from consideration. Documents that must be submitted online: Completed online application and resume.

If a specified closing date is not listed on the posting, there is a required minimum posting period of five business days. Please note: You are applying for an applicant pool position. Application status may be obtained from the hiring supervisor. Please call (432) 685-4532 for additional details.

EEO Statement

In its efforts to promote nondiscrimination and as required by law, Midland College does not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, military status, genetic information, or on any other basis prohibited by law. Additionally, the College does not discriminate against an employee or applicant who acts to oppose such discrimination or participates in the investigation of a complaint related to a discriminatory employment practice. Employment decisions will be made on the basis of each applicants job qualifications, experience, and abilities.

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