The primary responsibility of this position is to receive user inquiries, requests, and incidents and accurately resolve or properly escalate, as appropriate. User requests are received via telephone, web, e-mail, or walk-in. It is important that the candidate be capable of maintaining knowledge in a broad, constantly evolving assortment of IT technologies, policies, and procedures, and must possess the maturity and reliability to provide user support. The IT Technician must consistently provide a high-level of customer service to users in the areas of e-mail, LAN/WAN, data organization, standard desktop images and College-standard software applications. Serves as the point of contact for troubleshooting all IT related problems, including hardware/software, passwords, and printer problems. Communication with network users and/or other IT staff members toward the resolution of the above problems is critical to the position.
Essential Job Responsibilities
- Identifies, diagnoses, and resolves problems for users of personal computer software and hardware, College network resources, the Internet, and new computer technology in a call center environment and effectively communicate solutions to end-users.
- Provides one-on-one end-user problem resolution over the phone for College-approved Personal Computer (PC) software.
- Delivers, tags, sets up, and assists in the configuration of end-user PC desktop hardware, software, and peripherals.
- Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, application, and local-area network access problems.
- Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
- Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
- Helps to install local area network cabling systems and equipment such as network interface cards, switches, and wireless technologies.
- Master new computer technology via self-study and on the job training opportunities.
- Support and train end-users in a wide range of software applications as needed.
- Assists fellow IT staff members in creating materials for end-user frequently asked questions (FAQs).
- Assist with auditorium sound and light system for events.
- Support occasional after-hours College events that require IT assistance.
- Other duties as assigned.
Qualifications: To perform this job successfully, an individual must be able have the knowledge, skills, and abilities to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education: Associate degree or higher in Information Technology or related field required.
Experience & Knowledge: Prior information technology/systems support experience OR Internship in the field preferred.
- Desktop operating systems, various software applications, and basic hardware for the PC.
- Technical knowledge of desktop, laptop, and peripheral hardware and software.
- Experience with MS Office & Windows 10.
- Basic knowledge of e-mail clients (such as Outlook).
- Knowledge of principles and theories of network systems and management.
- Understanding of Internet technologies and products.
- Basic understanding of electrical safety procedures.
Certificates, Licenses, Registrations: CompTIA A+ preferred but not required.
Physical Demands: While performing the duties of this position, the employee is regularly required to stand, sit, and talk or hear. The employee must be able to sit for prolonged periods of time in front of a computer. The employee is frequently required to use hands to type, write, handle, or feel; and reach with hands and arms. The employee will occasionally have to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. 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.
Work Environment: The noise level in the work environment ranges from quiet to moderately loud.
Location: Richland Campus
Annual Salary: Low $30’s
Deadline to Apply: Monday, June 20, 2022
Applications will be accepted until the position is filled; however, fully completed employment applications received by the deadline with all required application materials will receive guaranteed priority consideration.
Application materials required for full consideration:
- Employment Application
- Cover Letter
Please note that employment applications referencing ‘see resume’ or similar phrases are considered incomplete and may not be considered. For guaranteed priority consideration, applicants must submit a fully completed employment application with all required application materials by the deadline.
Please do not call to inquire about the status of your application. Only those candidates chosen for an interview will be contacted.
Benefits: The College offers a comprehensive benefits package that includes medical, dental and vision coverage to full-time employees and their dependents. Benefits package also includes short-term/long-term disability, retirement, life insurance, generous paid time off, and 11 paid holidays.
Please do not fax or mail any documentation. Official College transcripts are required upon hire.
Employment is contingent upon submission and satisfactory review of any background check clearances as may be required by Pennsylvania Act 153. Please refer to our Pre-Employment Background Check Information page for more detailed information.
Successful candidate must be authorized to work in the United States and not require work authorization sponsorship by Pennsylvania Highlands Community College for any position now or in the future.
Pennsylvania Highlands Community College is an equal opportunity employer committed to diversity in the workplace. Pennsylvania Highlands Community College promotes a drug-free workplace.
Pennsylvania Highlands Community College does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, retaliation, parental status, military service, or other non-merit factor.