00001934 - Computer Technician Level I

The IT Customer Support Computer Technician’s role is to provide a single point of contact for end users to receive support and maintenance within the College’s desktop computing environment. This position will diagnose, repair, maintain and upgrade all PC hardware, software, and other equipment to ensure optimal workstation performance. End users support is thoroughly tracked and documented utilizing the college’s service management solution. Technicians will provide end user assistance and troubleshoot problem areas (in-person, via telephone, chat, or email) in a timely and accurate fashion.

This position is part of a team, focused on providing exceptional service that exceeds user expectations. The proper candidate is a motivated self-starter with strong interpersonal skills, a desire to learn and expand technical proficiencies, and the ability to work within a collaborative, team-oriented environment. 

Requisition ID:
Position Number: 00001934
Employee Group:  Professional, Management and Administration
Schedule: 40 hours/52 weeks
Compensation:
Benefits: Full-time Part-time Limited Benefits
Reports to:
Posting Opens:
Posting Closes: 

ESSENTIAL FUNCTIONS

  • Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed

  • Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to provide the most optimized desktop computing environment 

  • Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, ribbon cables, hard drives, RAM memory chips, and graphics cards

  • Responsible for day to day warranty calls and processing of computer hardware warranty orders

  • Receive and respond to incoming calls, texts, chat messages, and/or emails regarding desktop problems

  • Responsible for cross-team collaboration to ensure efficient operation of the organization’s desktop computing environment

  • Accurately document all instances of support within the current service management system

  • Accurately document instances of desktop equipment or component failure, repair, installation, and/or removal

  • Accurately update all relocated, decommissioned, or redeployed assets in asset management system

  • Assist in the collection, preparation and deployment of loaner equipment for both staff and students

  • Assist in hardware relocation efforts

  • Assist with the maintenance of an inventory of all monitors, keyboards, hard drives, cables, adapters, network cards, tools, supplies and other components and equipment

  • Participate in the hardware procurement process. Evaluate potential hardware and provide feedback 

  • Develop technical support documentation for Customer Support Knowledgebase 

  • Review Customer Support Knowledgebase articles as a part of the KCS review cycle

  • Follow through with end users to ensure customer satisfaction

  • Assist with training to new employees through the onboarding process 

  • Provide mentorship and onboarding to new IT student and contingent staff 

  • Proactively collaborate with Support Desk technicians to ensure customers are provided with timely and effective solutions

  • If necessary, liaise with third-party support and PC equipment vendors

  • Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position

  • Performs other related duties as assigned

JOB SPECIFICATIONS

Educational Credentials

  • Associate’s degree with concentration in electronics, computer science, or related field preferred, or equivalent combination of education and experience required

    • Equivalent combination of education and experience is high school degree or GED and 3 years of experience supporting a desktop computing environment

Work Experience

  • Minimum 2 years, or greater, customer service background with preferred technology emphasis

  • Excellent technical knowledge of computer hardware, software and components, including PC (Windows) and Mac (IOS) and Android devices

  • Working knowledge of Microsoft Office applications, Blackboard, PeopleSoft, Google applications, Active Directory provisioning, ticketing system functions, and Microsoft System Center Configuration Manager experience preferred

Skills

  • Demonstrated ability to troubleshoot computer equipment and software issues (Mac and PC) 

  • Proven ability to take initiative and make sound decisions without direction

  • Ability to adapt and learn changing technologies and responsibilities

  • Ability to work under pressure in a fast-paced environment 

  • Ability to multitask, responding to multiple support requests at once 

  • Ability to explain technical concepts to non-technical people 

  • Must have excellent understanding of customer de-escalation techniques

  • Must be self-motivated and resourceful, demonstrating initiative and strong problem-solving abilities 

  • Excellent organizational skills, including the ability to work on multiple projects concurrently

  • Excellent written communication skills are necessary to provide accurate technical documentation

  • Demonstrated ability to maintain positive interpersonal relationships and work effectively as a member of a team

  • Possess excellent verbal, written, and interpersonal communication skills to communicate effectively with people of diverse ages, race/ethnic groups, gender identities, and socioeconomic backgrounds

  • Must be highly effective at researching issues and developing solutions 

  • Exceptional attention to detail 

  • High level of discretion and confidentiality required 

  • Ability to engage in ongoing professional development activities related to job duties

Physical Demands

  • Ability to lift up to 25 pounds

  • Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components

  • Required long periods of sitting, using a computer to input, extract and interpret data

  • Lifting and transporting of heavy to moderately heavy objects, such as computers, computer carts and peripherals

Mental Demands

  • Exceptional attention to detail

  • Ability to independently apply technical judgment to standard applications and systems

  • Ability to handle multiple priorities

  • Ability to work independently with minimal supervision

  • Ability to identify innovative approaches for service delivery that meet our customers’ needs

  • Optimistic attitude and proven ability to function, work independently and effectively as a team member, and provide excellent customer service for internal and external GRCC stakeholders

Working Conditions

  • GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website.

  • Must be flexible as hours may expand at different times of the semester to accommodate campus needs

  • Must have reliable vehicle during working hours to respond to service calls at off-campus locations

  • Must have a personal cell phone for use during work and/or on-call hours

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