What are the responsibilities and job description for the Support Services Technician-Peosta position at Northeast Iowa Community College?
JOB PURPOSE/GOAL: Member of a team providing broad Helpdesk services and technical support to the college, with emphasis on cross-training and knowledge redundancy. Create and maintain an efficient work and learning environment through the provision of all endpoint technologies used by NICC. To serve NICC in delivering computer-based endpoint, classroom technology, network support, and network infrastructure assistance to support the end-user. Implement and maintain technology systems utilizing best practices. Establish communication standards for district-wide collaboration.
Duties and Responsibilities
Reports to the Director of Technology Support Services for campus-based and district responsibilities.
Address all communications directed to the college Computer Helpdesk (calls, tickets, chats, etc.).
Determine the nature of problems, log the details of problems, help users resolve problems whenever possible, and refer problems to the appropriate CIS staff as required.
Track problem resolution progress; keep in contact with the users who reported the problems, and log solutions.
Provide individualized new employee orientation of computer and phone systems as required. Create and maintain system user guides as needed.
Assist with maintenance of user information in the College’s Google Workspace for Education instance.
Assist with maintenance of course information in the College’s Learning Management System (LMS), Brightspace.
Qualifications
EDUCATION AND EXPERIENCE REQUIREMENTS:
Associate degree in computer science or similar subject area preferred. Equivalent relevant experience may substitute for a degree.
CERTIFICATIONS AND LICENSES:
Must possess a valid driver’s license.
Knowledge of PC hardware and software, with the ability to learn NICC’s system. Competent in record-keeping skills. Excellent personal relations skills. Able to resolve users’ problems by troubleshooting and delivering useful solutions.
Essential Functions
Knowledge of PC hardware and software, with the ability to learn NICC’s system. Competent in record-keeping skills. Excellent personal relations skills. Able to resolve users’ problems by troubleshooting and delivering useful solutions.
Assist with maintenance of information in the College’s MyCampus portal.
Assist with Ellucian Colleague user maintenance and other responsibilities as assigned by the Data Services team.
Assist with user maintenance in the phone system.
Coordinate and assist with installation, maintenance, troubleshooting, and repair of networked and portable computers, and mobile and peripheral devices, at Campuses and associated Centers.
Maintain parts, supplies, and records for computer and printing systems.
Perform general software troubleshooting and installation, and maintain software installations on college devices.
Assist with network cabling.
Support specialized systems (i.e., Auto Tech, Dairy, Video Conferencing, Macintosh lab, Testing labs).
Assist with technical aspects of classroom technology.