What are the responsibilities and job description for the IT Support Technician, Tier 1 position at College of Eastern Idaho?
Job Summary
The IT Support Technician Tier 1 is responsible for meeting customer requirements through first-contact resolutions with excellent customer service and satisfaction. This position provides technical support via phone, email, chat, remote, or in person. They identify if the technical issue can be quickly resolved or if it needs to be escalated to / researched by a higher-level CEI IT technical support unit. Support Technicians continuously look to improve current support and business processes through these interactions.
Typical Job Functions
- Password reset help for students/staff/faculty utilizing AD, Azure and Windows
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Troubleshoot the following areas:
- Basic printer (clear spooler, restart services, etc.)
- Audio/visual classroom (check sound, projector issues, etc.)
- Software (browser, pdf reader and Office suite assistance)
- Hardware (replace computer/printer parts)
- Setup new users/assist with first time login
- Computer/printer/scanner/peripherals setup and moving to different locations
- Efficient phone support and utilize ticketing system
- Update/upgrade operating systems and programs
- Basic network troubleshooting (check cabling, VoIP phone and computer)
- Perform other job-related duties
Minimum Qualifications
- Experience identifying and resolving computer and system problems including compatibility conflicts, application issues, and hardware malfunctions; strong customer-service experience with outstanding interpersonal skills
- Excellent verbal and written communication skills
- Goal-oriented and organized team player
- Ability to analyze and resolve computer problems
Additional Desired Qualifications
- One or more years of experience in IT environment
- Previous experience as a Help Desk Technician, Computer Technician, or IT Support
- Experience imaging Microsoft Windows desktop computers
- Associate degree or higher in IT related field
- CompTIA A certification, or other IT related professional certification
- Bilingual (Spanish)
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Physical Demands and Work Environment:
Physical Demands:
Must be able to lift 50 lbs. on occasion (25% of the time), climb ladders, and or stand for extended periods. The employee is regularly required to sit and often uses repetitive hand motions. May assist with troubleshooting equipment requiring bending, lifting, or carrying of equipment.
Onsight work is essential and regular predictable attendance is required.
Work Environment:
Employees generally work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes.
Background Investigations:Employment at College of Eastern Idaho will be contingent upon the successful completion of a criminal background investigation and may require a credit and/or motor vehicle background investigation depending on the position. Please refer to Policy 225: Background Checks.
AA/EOE/ADA - Hiring is done without regard to race, color, religion, national origin, sex, age or disability. In addition, preference may be given to veterans who qualify under state and federal laws and regulations.
College of Eastern Idaho (CEI) offers full-time employees a generous benefit package. For information about our medical, dental, vision, disability, and life insurance benefits please visit the Office of Group Insurance. Positions classified as non-exempt are offered retirement benefits administered through the Public Employee Retirement System of Idaho (PERSI); information may be found at: https:persi.idaho.gov.
Additional benefits include vacation, sick, and holiday leave; tuition benefits; and a selection of voluntary benefits.
Salary : $18 - $19
