Technical Support Center Technician
- Employer
- Johnson County Community College
- Location
- Overland Park, Kansas, United States
View more
- Administrative Jobs
- Academic Affairs, Research Staff & Technicians, Institutional & Business Affairs, Clerical & Administrative Support
- Employment Type
- Full Time
- Institution Type
- Community College
Job Details
The Technical Support Center Technician serves as the first point-of-contact for all JCCC faculty, staff and student technical support. This position is responsible for initial triage and assistance in determining the resolution of office and multimedia application, hardware and software technologies, and connection to JCCC resources, escalation of issues to higher level technical support professionals when necessary, and reporting of trends when requests appear to be out of the ordinary. Additional responsibilities include the processing of reservation and multimedia support requests, multimedia support dispatch and as well as inventory and maintenance of checkout equipment.
JOB OBJECTIVES
1. Client Relationships – Develop and maintain customer relationships
Performance is acceptable when:
• Monitors and provides follow-up support for Technical Support Center assigned requests.
• Participates in the testing and evaluation of new hardware and software technologies as well as implementation of prototypes and proof-of-concept solutions.
2. Technical Support Center Operations – Assists with day-to-day customer support requests and problem resolution needs
Performance is acceptable when:
• Provides basic problem resolution and support services for JCCC technologies such as hardware, software, network connectivity and access to college resources.
• Utilizes support tools, special access and provided documentation to assist in the support, maintenance and problem resolution for JCCC technologies.
• Communicate with Multimedia Services and employees regarding event and equipment reservations.
• Assist in the installation and configuration of computer hardware and software.
• Represent the Technical Support Center at a remote location as needed.
• Assists in the development and maintenance of Technical Support Center procedural documentation to include knowledge articles.
The responsibilities described represent the primary responsibilities of the job. Other responsibilities may be assigned by the supervisor as warranted by business needs. The incumbent is expected to do all assigned responsibilities.
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.
Primary schedule would be Monday – Friday, 8:30am – 1:30pm, with flexibility as needed based on department coverage needs. The Technical Support Center is open Monday - Friday, 7:30am - 7:00pm and Saturday, 9:00am - 3:00pm.
Required Skills- Strong problem solving/troubleshooting skills
- Demonstrated working knowledge of basic hardware and software products
- Functional knowledge of basic networking protocols
- Proficiency in Microsoft Office software
- Associate Degree (preferably in a Computer or Management related area) or equivalent combination of completed college-level classes, technology certifications and related work experience
- 1 year of technical support experience
- Two years of customer support experience
- Technical writing experience preferred
Benefit Information:
Click here for a summary of our benefit information. If applying for an adjunct position, click here for a summary of our adjunct faculty compensation.
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, Kansas, United StatesPosition TypePart-TimeOrganization
Working at Johnson County Community College
With more than 34,000 students enrolled in credit and continuing education classes each semester, Johnson County Community College is the state's third largest institution of higher education and the largest of its 19 community colleges.
JCCC offers a full range of undergraduate credit courses that form the first two years of most college curricula. The college has more than 100 transfer agreements with area colleges and universities that ensure admittance to specific programs such as business, engineering and education. JCCC students are able to begin their first two years of a four-year degree program here and complete that degree on schedule.
In addition, more than 50 one- and two-year career and certificate programs prepare students to enter the job market in high-employment fields. The college maintains extensive student support services such as computer labs, math labs, a writing center and a learning center.
JCCC’s continuing education program is the largest, most comprehensive in the Kansas City area. Through the Center for Business and Technology, participants can take courses in management and computer application or seminars and workshops that lead to professional certification and licensure. Personal enrichment classes, on topics ranging from gardening to money management, are also offered, while nationally and internationally performing and visual artists appear in the performance spaces and Gallery of Art in JCCC’s Carlsen Center.
The campus, centrally located in the county on 234 acres, opened in 1972. There are 18 major buildings on campus. Currently under construction are the Regnier Center and the Nerman Museum of Contemporary Art.
JCCC’s full-time faculty and staff numbers about 875. Another 1,800 people work as adjunct faculty or part-time staff. Most faculty members have master’s degrees, and many have or are earning doctorates.
JCCC returns about $2.70 to the community for every tax dollar it collects. The college's total tangible economic impact on the community is more than $182 million annually.
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