Information Technology Support Technician

Under the direction of the Director- Information Technology Technical Services, respond to client inquiries regarding computer, password and software support; troubleshoot and resolve software and hardware related problems; prepare computers and peripherals for distribution and redistribution to end users and disposal as required; provide technical support for computer and technology issues.

This is a temporary position.

Information Technology Support Technician I:

The Information Technology Support Technician I classification is the entry level position in the series. Incumbents troubleshoot and perform minor repairs on computers. The Information Technology Support Technician II classification is the senior level position in the series. Incumbents are responsible for more troubleshooting more complex technical issues and identifying new technologies for usage by the College.

Information Technology Support Technician II

The Information Technology Support Technician II classification is the senior level position in the series. Incumbents are responsible for more troubleshooting more complex technical issues and identifying new technologies for usage by the College. The Information Technology Support Technician I classification is the entry level position in the series. Incumbents troubleshoot and perform minor repairs on computers.

Information Technology Support Technician I:

• Respond to client inquiries regarding computer, password and software support; troubleshoot and resolve software and hardware related problems.

• Prepare computers and peripherals for distribution and redistribution to end users and disposal as required; perform upgrades on older computer equipment; maintain records of equipment and malfunctions.

• Provide technical support for computer and technology issues; provide instruction to personnel in the operation and care of assigned equipment and software; review and prioritize work orders.

• Operate a computer and assigned software programs and a variety of hand and power tools; perform equipment tests using specialized equipment

• Prepare and maintain a variety of reports, records and files related assigned activities.

• Communicate with administrators, personnel and outside organizations to coordinate activities, resolve issues and conflicts and exchange information.

• Attend a variety of meetings as assigned.

KNOWLEDGE OF:

• Computer hardware systems, software applications and languages utilized. 

• Materials, methods and tools used in the operation and repair of computer and network systems. 

• Record-keeping techniques. 

• Technical aspects of field of specialty. 

• Oral and written communication skills. 

• Laws, rules and regulations related to assigned activities. 

• Inventory methods and practices. 

• Proper methods of storing equipment, materials and supplies.

ABILITY TO:

• Respond to client inquiries regarding computer, password and software support.

• Troubleshoot and resolve software and hardware related problems.

• Prepare computers and peripherals for distribution and redistribution to end users and disposal as required.

• Provide technical support for computer and technology issues.

• Make routine equipment adjustments and perform routine maintenance. 

• Communicate effectively both orally and in writing. 

• Prioritize and schedule work. 

• Maintain records and prepare reports. 

• Work cooperatively with others. 

• Plan and organize work.

Information Technology Support Technician II:

ESSENTIAL DUTIES:

• Respond to client inquiries regarding computer, password and software support; troubleshoot and resolve software and hardware related problems.

• Prepare computers and peripherals for distribution and redistribution to end users and disposal as required; perform upgrades on older computer equipment; maintain records of equipment and malfunctions.

• Provide technical support, including helpdesk support, for computer and technology issues; provide instruction to personnel in the operation and care of assigned equipment and software; review and prioritize work orders.

• Identify new technologies, software and trends for PC and Apple computers; provide recommendations of replacement and upgrades of operating systems and software.

• Operate a computer and assigned software programs and a variety of hand and power tools; perform equipment tests using specialized equipment

• Prepare and maintain a variety of reports, records and files related assigned activities.

• Communicate with administrators, personnel and outside organizations to coordinate activities, resolve issues and conflicts and exchange information; communicate with vendors and contractors to resolve technical issues and problems.

• Attend a variety of meetings as assigned.

KNOWLEDGE AND ABILITIES:

KNOWLEDGE OF:

• Computer hardware systems, network operating systems, software applications and languages utilized. 

• Materials, methods and tools used in the operation and repair of computer and network systems. 

• Techniques of troubleshooting computer and technology hardware and software.

• Record-keeping techniques. 

• Technical aspects of field of specialty. 

• Oral and written communication skills. 

• Laws, rules and regulations related to assigned activities. 

• Inventory methods and practices. 

• Proper methods of storing equipment, materials and supplies.

ABILITY TO:

• Respond to client inquiries regarding computer, password and software support.

• Troubleshoot and resolve software and hardware related problems.

• Prepare computers and peripherals for distribution and redistribution to end users and disposal as required.

• Provide technical support for computer and technology issues.

• Make routine equipment adjustments and perform routine maintenance. 

• Communicate effectively both orally and in writing. 

• Prioritize and schedule work. 

• Maintain records and prepare reports. 

• Work cooperatively with others. 

• Plan and organize work.

OTHER DUTIES:
Perform related duties as assigned.

Information Technology Support Technician I:
EDUCATION AND EXPERIENCE:

Any combination equivalent to: graduation from high school supplemented by college-level course work in computer science or related field and one year experience in the installation, maintenance and repair of computer systems, peripherals and related equipment.

LICENSES AND OTHER REQUIREMENTS:

Valid A+ Certification.

Information Technology Support Technician II:

Any combination equivalent to: graduation from high school supplemented by college-level course work in computer science or related field and two years experience in the installation, maintenance and repair of computer systems, peripherals and related equipment.

ENVIRONMENT:
Indoor environment. 
Constant interruptions.

PHYSICAL DEMANDS:

• Dexterity of hands and fingers to operate hand tools, computer keyboards and other assigned equipment.

• Reaching overhead, above the shoulders and horizontally. 

• Sitting or standing for extended periods of time. 

• Lifting and carrying moderately heavy computer equipment.

• Bending at the waist, kneeling or crouching.

• Seeing to perform computer repair duties.

• Walking.