Technician I, IT Frontliners (Delaware) - Military Veterans
at HERC- Upper MidWest
ESSENTIAL JOB FUNCTIONS
Customer Service
- Performs various basic level technical duties in the Computer Commons, Cyber Café, Learning Center and various labs around campus and RLC's.
- Provides documentation and updates to service requests that are received from the IT Support Center in the current ticket system; documents all request and application issues in the current ticket system.
- Identifies and prioritizes these Service requests and escalates, if necessary. Provides basic technical support via phone, email, chat or in-person.
- Performs tests to isolate the source of issues.
- Maintains the cleanliness of computers and printers in all labs and delivers laptop carts to classrooms and events as requested
IT Technical Support
- Tests and troubleshoots technical equipment such as workstations, laptops, and college-owned printers.
- Performs general repairs to technical equipment and identifies need for major repairs for referral to vendor, if under warranty.
- Performs setup for workstation, laptops, and printers.
- Provides cable management for these devices.
- Maintains accurate inventory for both hardware and software products.
- Provides printer support in computers labs either virtually or in-person.
Continuous Improvement
- Trains on all utilities used within the IT Support area including Microsoft Configuration Management Console; imaging and installing software on workstations and laptops; Microsoft Printer Management; and College account management tools.
- Develops broad and in-depth knowledge of software and hardware that are unique to the support area.
Culture of Respect
- Fosters and maintains a safe environment of respect and inclusion for faculty, staff, students, and members of the community.
OTHER DUTIES AND RESPONSIBILITIES
- Attends all required department meetings and training.
- Works a flexible schedule Monday - Friday between 7am-4pm, including some Saturdays and Sundays, as needed.
MINIMUM EDUCATION AND EXPERIENCE REQUIRED
- High School Diploma or equivalency, with technical or vocational training in a related field.
- One (1) year of experience working in remote and on-site technical support. *An appropriate combination of education, training, coursework and experience may qualify a candidate
DE
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