IT and Telecommunications Support Technician I

Posting number: 202500473

Department: Administrative Services

Division: 108460 - IT Department

Job classification: Information Technology and Telecommunications Support Technician I - H

Posting type: Open

Categories: IT and Computers, Customer Service

Summary

Join a team that values Community, Learning, and Integrity while helping faculty, staff, and students stay connected and successful through technology. The Information Technology and Telecommunications Support Technician serves as a trusted resource for addressing technical issues and inquiries through a variety of communication channels, including tickets, phone calls, emails, chats, and in-person interactions. In this fast-paced and customer-focused role, you will assist users with technical problems such as resetting passwords and unlocking accounts while following established policies and procedures. Working under the direction of the Information Technology Support Coordinator, you will play an important role in fostering a supportive technology environment, building positive relationships across campus, and contributing to OTECH's mission of empowering learning and strengthening our community.

Examples of duties

1. Respond to technical support requests from faculty and staff through phone, email, chat, helpdesk ticketing system, or in-person interactions.
2. Troubleshoot and resolve hardware, software, network connectivity, and account login issues across various platforms.
3. Assist users with password resets, account unlocks, and access permissions in accordance with established IT policies and procedures.
4. Provide responsive and friendly IT support for students, ensuring quick resolution of account access issues and password resets to maintain a positive user experience.
5. Install, configure, image, and deploy Windows computers and software packages.
6. Maintain and update internal IT documentation and standard operating procedures.
7. Maintain the IT asset inventory, including receiving, tagging, and entering newly received equipment into inventory systems.
8. Organize and process all incoming IT equipment and prepare devices for deployment.
9. Provide evening on-site IT support for faculty and staff as scheduled.
10. Log, prioritize, and track technical support requests and resolutions using helpdesk software.
11. Handle sensitive and confidential information with discretion and professionalism.
12. Stay current with emerging technologies and make recommendations for system or process improvements.
13. Perform Other duties as assigned.

Qualifications

Education and Experience Requirements:

1. Must Possess a high school diploma or equivalent. Post-secondary education in information technology or a related field is preferred.
2. Excellent written, verbal, and interpersonal communication skills, with a professional and customer-focused approach.
3. Ability to work independently, manage multiple priorities, meet deadlines, and quickly learn new technologies.
4. Ability to work with individuals of all racial, ethnic, and socio-economic backgrounds.
5. Spanish speaking proficiency desirable.

Physical Requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Climbing: Includes ladders, scaffolding, ramps, poles, etc.
2. Stooping: Bending downward and forward at the waist. Requires full use of lower extremities and back muscles.
3. Kneeling: Resting on knee or knees.
4. Crouching: Bending downward and forward at the leg and spine.
5. Reaching: Extending hand (s)and arm (s) in any direction.
6. Standing: For extended time periods.
7. Walking: Especially for long distances.
8. Pushing: Using upper body to press against something with steady force.
9. Pulling: Using upper body to draw, drag, haul, or tug objects.
10. Lifting: Occurs frequently and requires substantial use of upper body and back muscles.
11. Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
12. Grasping: Using fingers and palm on an object.
13. Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
14. Average Hearing: Able to hear average or normal conversations and receive ordinary information.
15. Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or fingers.
16. Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
17. Physical Strength: Medium Work; exerting up to 50 lbs. occasionally, and/or up to 20 lbs. frequently, and 10 lbs. constantly.

Supplemental information

WORKING HOURS:

Monday & Wednesday: 8:00 a.m. - 2:30 p.m.
Tuesday & Thursday: 12:30 p.m. - 7:00 p.m.

CONDITIONAL OFFER:

A conditional offer of employment will be made pending satisfactory completion of a background investigation.

We are an Equal Opportunity Employer and qualified applicants from all backgrounds are encouraged to apply.