Technician, User Support

Job Summary: This position works directly with students and staff to handle technology support requests within the Learning Commons spaces and through the College's ticketing system and Support Center partner. The incumbent resolves routine and non-routine problems related to the College's audio/video and desktop environments, with support requests ranging from basic to complex. This position also offers fundamental technology training on College applications to students, faculty, and staff, supports other Learning Commons operations, and supports learning space installation, testing, and troubleshooting as needed.

Minimum Qualifications:

H.S. Diploma or equivalent and 2 years related experience required.

Licensing Requirements:

Hiring Range: $ 38,070 - $ 47,588

Preferred Qualifications: N/A

Job Specific Task List:

• Provides helpful, timely, and professional customer assistance to college-wide users experiencing technology issues (in person, via phone, and via e-mail). - (Essential)
• Prioritizes incoming support requests for clients experiencing computer and technology related issues. - (Essential)
• Logs and tracks issues using the support center database, entering accurate and complete information. - (Essential)
• Installs and configures software, hardware, cabling, desktop operating systems, and other computer-related technologies to assist users college-wide. - (Essential)
• Conducts technology workshops on use of college software for faculty, staff, and students. - (Essential)
• Installs and configures classroom technology, hardware, cabling, and other audio visual-related technologies as needed. - (Essential)
• Coordinates with client services to maintain desktop images. - (Essential)
• Communicates and collaborates with Learning Commons personnel to answer a variety of student questions, and to deliver services in an efficient and effective manner; cross-trains to provide additional support as needed for other services within the Learning Commons. - (Essential)
• Performs other duties as assigned. - (Standard)

Job Type: Full Time 12 Month

About Us:

Our Purpose: Learning for all; learning for life.

Our Diversity Statement: As an institution of higher education, HACC recognizes its responsibility to maintain an environment that affirms the diversity of people and ideas.

HACC embraces, supports, and actively pursues a policy of inclusiveness that reflects and appreciates the diversity of the community it serves and the world in which we live.

The Board of Trustees and the President lead HACC's commitment to open access to education, diversity, cultural sensitivity, and equal opportunity in employment. This commitment serves to promote a college-wide environment of collegiality, inclusiveness, respect, and cultural competence.

Our Core Values: A Circle of Caring

• We work together to shape and build our preferred future.
• We encourage and celebrate creativity and innovation.
• We set high goals and strive to achieve them.
• We strive to provide exceptional service to all who help shape our future.

• We are gateways to student success and opportunity.
• We promote respect, collegiality, diversity and equity-mindedness in all we say and do.
• We nurture awareness and cultural sensitivity to create a climate of trust.
• We are growth-minded, believing that each of us is capable of learning, developing and growing to support our mission.

• We are honest and hold each other and ourselves to the highest ethical standards.
• We provide the most accurate information available in all communications.
• We are transparent about our decisions as individuals and teams.
• We embrace broad engagement in the shared governance process