ATS Support Technician

Tracking Code210073 Job Description

The ATS Support Technician actively engages with all functional areas and faculty/staff/students in the support of client technologies. This position serves as a technical team member for day-to-day operations as well as project-related support services and emergency support scenarios. ATS Support Technicians are supervised by Sr. Enterprise Desktop Engineers or equivalent and also work under the guidance and support of the Enterprise Desktop Engineer/Team Lead.


1. OFFICE AND LAB/CLASSROOM TECHNICAL EQUIPMENT INSTALLATION AND DISPOSAL – Primary responsibility for equipment configuration and delivery.

Performance is acceptable when:
• Configures, installs, monitors, and maintains office and public use hardware and software technologies.
• Prepares obsolete equipment for disposal using approved processes.
• Updates all required databases used to support technology asset life cycle.

2. MAINTENANCE AND REPAIR SUPPORT FOR CLIENT HARDWARE AND SOFTWARE – Provide quality and consistent support for client technologies.

Performance is acceptable when:
• Provides maintenance and support for basic client hardware and software technologies and physical moves.
• Provides problem solving to identify and isolate root cause.
• Identifies potential solutions by utilizing appropriate resources to include external web resources.
• Leverages automated and manual tasks in the delivery and support of client technologies.
• Assists with compliance remediation of end user technologies.

3. MAINTAIN POSITIVE CLIENT RELATIONSHIPS - Build and maintain relationships with leadership, faculty, staff and college community.

Performance is acceptable when:
• Handles customer inquiries in a courteous and timely manner.
• Prioritizes, plans, and completes work to meet established objectives and service level agreements.
• Produces and communicates status of deliverables relative to milestones or open issues assigned to your support team.
• Understands the functional area motivations, values and business practices to determine evolving needs which will help your become more responsive and innovative over time.

4. DOCUMENTATION AND COMMUNICATION OF TECHNICAL PROBLEM RESOLUTION AND PROCEDURES

Performance is acceptable when:
• Evaluates, maintains, and modifies technical knowledge articles, solutions and procedural documentation as instructed by team leads.
• Participates in the creation of standard procedures for equipment installation and maintains proper documentation standards.
• Completes documentation for all problem resolution, incidents or service requests assigned using the helpdesk tracking system.

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.

Required Skills

• Basic understanding of operating systems and infrastructure that supports it including active directory policies, groups, and users
• Support related experience with mobile devices
• Ability to work independently on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. Follows established procedures on routine
• Excellent analytical, communication and problem-solving skills
• Ability to work directly with end users and technical staff when troubleshooting support issues
• Well-developed written and oral communication skills
• Experience in a team project setting

Required Experience

• Associate’s Degree preferably in a Computer or Management related area or equivalent combination of completed college-level classes and/or computer certificate training classes plus related work experience
• At least 1 year of prior Windows desktop hardware and software support related field experience within the last five (5) years

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-Time