Technical Support Analyst I

Technical Support Analyst I - North Campus

FUNCTION: Provide first level response for onsite computing environment, audio visual equipment, and peripheral issues, to include reviewing internal documentation to assess, diagnose and resolve, as outlined in the ITS service level agreement.

Essential Job Functions :

Provide first level response for onsite computing environment and peripheral issues in both classrooms, computer labs, and offices as outlined in the ITS service level agreement.

Provide first level, and if assigned, second level response for technical issues related to audio visual equipment as outlined in the ITS service level agreement.

Deploy computer equipment for new employees and computer refreshes in offices and classrooms as needed. Includes installing peripherals and removing old equipment for recycling.

Provide technical support and coordinate between departments for special events.

When assigned, perform preventative maintenance of facilities and equipment.

Escalate issues which won't be resolved within the Service Level Agreement to the Site Support leader.

Maintain inventory of supplies and equipment

Cleaning and organizing of spaces

Marginal Job Functions:

Attend committees or focus groups

Training

Knowledge, Skills and Abilities:

Balance between customer service, technical skills and an ability to interact with customers at any level within the organization required.

Knowledge of issue tracking and ticketing software required.

Knowledge of audio equipment troubleshooting required.

Basic knowledge of computer troubleshooting required.

Knowledge of typical IT service delivery including software delivery, enterprise applications, infrastructure services and help desk services required.

Must be highly organized and possess excellent verbal communication and documentation skills.

Strong listening skills required.

Strong problem solving skills required.

Must be proficient in Microsoft Office.

Must be able to work weekends.

Must be able to travel between campuses and extension centers.

Required Education:

High school diploma/GED from an accredited institution.

Required Experience:

One + years of related work experience or equivalent, such as completion of 18 credit hours towards a degree in IT/Computer Science from an accredited institution.

Preferred Experience:

Experience in Higher Education preferred.

Preferred Licenses/Certifications:

Industry certifications for audio visual and computer support preferred.

Note: The duties of this position require a physical presence at the assigned on-site work location during unrestricted operations with very limited or no opportunity for remote work arrangements.

Salary Grade: 16

Salary is based on the Board-approved salary schedule for the current fiscal year. See Salary Schedule

Requisition Number: req4503

Posting Close Date: 5/29/2023

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Applicant Support: If you need assistance with the application process, please contact the Cornerstone Support Team at 281-998-6387, option 3, or email [email protected].

Note: Due to the number of applications we receive, we are unable to follow-up with every applicant individually. If your qualifications meet the requirements for the position, and you are selected for an interview, we will contact you. You can review your application status by logging into the Cornerstone system.

Annual Security Report: The San Jacinto College Police Department is responsible for preparing and distributing the Annual Security Report to comply with the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act).

Equal Opportunity Statement: The San Jacinto College District is committed to equal opportunity for all students, employees, and applicants without regard to race, creed, color, national origin, citizenship status, age, disability, pregnancy, religion, gender, sexual orientation, gender expression or identity, genetic information, marital status, or veteran status in accordance with applicable federal and state laws. The following College official has been designated to handle inquiries regarding the College's non- discrimination policies: Sandra Ramirez, VCHR Org/Talent Effectiveness, 4620 Fairmont Pkwy., Pasadena, TX 77504; 281-991-2659; [email protected]