Academic Support Technician


Job Description

The Academic Support Technician assists in configuring, installing, monitoring, and maintaining end-user technology in instructional spaces at Johnson County Community College. This position provide informal training to customers using hardware and software programs in order to facilitate customer satisfaction and success with technology. Academic Support Technicians day-to-day work activities are supervised by the Senior Support Analyst or the Senior Application Administrator, and they perform other duties as assigned by their supervisor.


Tracking Code
180007

Required Skills

JOB RESPONSIBILITIES

1) Respond to and resolve requests for support - Monitor Help Desk Software for new issues in classrooms/faculty offices. Acknowledge assignment and provide immediate on-site (when feasible) assistance, or provide remote assistance when issue is off-site.

Performance is acceptable when:
  1. Tickets are acknowledged and completed in a timely manner as defined by the Help Desk priority matrix.
  2. Higher-level issues requiring additional support personnel are identified and communicated to supervisor for reassignment/resolution.
  3. Nature of the issue and eventual solution is clearly documented when closing the support request.

2) Day-to-day routine maintenance of end user technology in instructional spaces - Under direction of supervisor, apply software updates/patches to systems. Apply updated disk images to systems as requested, and thoroughly test for issues before classes begin. Printers are maintained and consumables replaced according to established procedures.

Performance is acceptable when:
  1. Systems are in proper working order prior to class sessions starting.
  2. Higher-level system issues are reported in a timely manner to supervisor for remediation.
  3. Standard processes/procedures for imaging devices are followed.
  4. Toner cartridges & consumables are replaced following established processes.

3) Installation of new systems and removal of surplus items - Install new systems as directed by supervisor. Remove old systems following established processes/procedures.

Performance is acceptable when:
  1. New systems installed & verified to be in working order and in inventory system.
  2. Old systems are sent to surplus following appropriate processes as established by the Asset Manager.

4) Ability to communicate clearly and work effectively as part of a team- Maintain communication with end users and Information Services co-workers during assignments and follow up after completion of tasks.

Performance is acceptable when:
  1. Communication is clear and professional both orally and in writing.
  2. Offers explanation on processes and procedures to enhance customer service and confidence in support outcomes.
  3. Provides support to co-workers in order to accomplish assigned tasks.
  4. Demonstrates willingness to accept assignments in order to meet team needs.


PHYSICAL AND MENTAL DEMANDS

Physical Demands

Ability to lift, move, and transport equipment up to 50 pounds. Ability to crawl, stoop, and reach in the installation, repair, and maintenance of technology.

Mental Demands

Strong analytical, interpersonal, written, and oral communication skills. Knowledge of computer/operating systems, software applications, basic LAN concepts and hardware. Apply basic troubleshooting skills to solve complex technical issues. Ability to think clearly and work effectively under pressure. Ability to explain technology concepts to instructors and staff.



Required Experience
  • High school diploma plus college-level computer classes and/or certifications required. Associate's degree preferred.
  • One years experience within the last five years installing software, working with PC/Windows hardware, working with local area networks, supporting and repairing printers.
  • Experience with Apple/Macintosh computers and Mac Operating System preferred.
  • Prior experience in an academic environment preferred.
  • Proven ability to work effectively as a team member

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Benefit Information:


Click here for a summary of our benefit information. For a summary of our adjunct faculty compensation, click here.

Every employee of the college is expected to treat all members of the college community with dignity and respect demonstrating professional, courteous and respectful behavior and engage in constructive conflict resolution, when needed.


Disclosures:


In accordance with the college policy, finalists for this position will be subject to criminal background investigations. Individual hiring departments at JCCC may elect to administer pre-employment tests, which are relevant to essential job functions as part of the applicant selection/hiring process. Many departments require those selected for hire to submit a certified transcript for all degrees obtained. For full consideration, applicants are encouraged to apply prior to the review date listed in posting.

Johnson County Community College welcomes the application of any qualified candidate and does not discriminate on the basis of sex, race, color, national origin, disability, age, religion, genetic information, marital status, veteran's status, sexual orientation, or other factors that cannot be lawfully considered.

If you are an applicant requesting assistance or a reasonable accommodation in the application process, please contact the Office of Human Resources at 913-469-3877, or email.

For a summary of all disclosures (Background check, Clery Act, ADA, EOE, etc) refer to the links on our Career page.

Job Location
Overland Park, , United States
Position Type
Part-Time
Salary
$18.08/hour

Hours per Week
25
Work Hours/Days
Wednesday through Saturday, varies between the hours of 8am-7pm.
Special Instructions
Please submit resume and cover letter.

PI98534241