Associate Technical Support

hindscc; United States; On-site; USD 42,000 - 62,000; Full time

Job summary

Hinds Community College is seeking an Associate Technical Support to provide timely and effective IT assistance across multiple campus locations. You will troubleshoot hardware, software, and connectivity issues while helping maintain a secure, reliable technology environment for students and staff.

The role requires strong customer-service skills and clear communication, with the ability to work independently and with the IT team to resolve incidents and document solutions for the knowledge

Qualifications

• Proficient in Windows and macOS support, end-user assistance.
• Experience with Microsoft 365, Adobe CC, and LMS platforms.
• Familiarity with ITSM ticketing systems (ServiceNow/Remedy/Zendesk).
• Ability to diagnose hardware, software, and basic network issues.
• Strong written and verbal communication; customer-focused.

Responsibilities

• Provide on-site technical support across multiple campus locations.
• Troubleshoot and resolve hardware, software, and connectivity issues.
• Document incidents and resolutions for knowledge base articles.
• Assist with IT operations, inventory, and device lifecycle activities.
• Respond to end-user requests via in-person, remote, or phone support.

Skills

Windows & macOS support

Microsoft 365

Adobe Creative Cloud

LMS (Learning Management Systems)

ITSM platforms (ServiceNow, Remedy, or

Education

Associate's degree in Information Technology or equivalent

3+ years IT support experience (HS diploma + experience)

Tools

ServiceNow

Remedy

Zendesk

Job description

Position Title

Associate Technical Support

Job Description

HINDS COMMUNITY COLLEGE

Job Descriptions

JOB TITLE: Associate Technical Support

REPORTS TO: Senior Technical Support

DEPARTMENT: Information Technology

EXEMPT: No

VICE PRESIDENT: Vice President of Planning, Effectiveness, and Technology

General Statement of the Function

All Hinds Community College employees must commit to the Caring Campus approach to student engagement and daily apply these general behavioral objectives: listen to student questions and concerns with a positive attitude and make meaningful connections with students.

The Associate Technical Support position is responsible for providing timely and effective technical support to end users, troubleshooting and resolving hardware, software, and connectivity issues, and helping ensure the reliable operation of technology systems across the College. This role supports multiple campus locations and serves as a key contributor to maintaining a stable and secure technology environment. The position requires a strong customer service mindset, exceptional communication skills, and a commitment to delivering high-quality support to students, faculty, and staff while promoting a positive technology experience.

Qualifications Requirements

• Proficient in supporting and troubleshooting Windows and macOS operating systems, including installation, configuration, maintenance, and end-user support.
• Working knowledge of enterprise applications, including Microsoft 365, Adobe Creative Cloud products, and learning management systems (LMS).
• Familiarity with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or Zendesk (or similar ticketing and support systems).
• Ability to diagnose and resolve hardware, software, peripheral, and basic network connectivity issues in a timely manner.
• Strong interpersonal and customer service skills with the ability to assist users with varying levels of technical proficiency.
• Excellent written and verbal communication skills, with the ability to explain technical concepts in a clear and user-friendly manner.
• Strong organizational, time management, and prioritization skills with the ability to manage multiple tasks and deadlines.
• Experience documenting incidents, troubleshooting steps, resolutions, and knowledge base articles to support continuous improvement.
• Ability to handle multiple requests simultaneously while maintaining accuracy, professionalism, and attention to detail.
• Strong research and problem-solving skills with the ability to identify and implement effective solutions.
• Ability to work independently and collaboratively in a team-oriented environment while contributing to the overall success of IT operations.

Education and/Or Experience

Should meet at least one of the following:

• Associate's degree in Information Technology or equivalent field from a regionally accredited institution.
• Standard high school diploma or GED and a minimum of three (3) years of relevant IT support experience.
• Any equivalent combination of education and experience that provides the required knowledge, skills, and abilities to perform the essential duties and responsibilities of the position.

Essential Duties and Responsibilities

• Maintain knowledge of diversity-related issues, legislation, and best practices.
• Provide on-site technical support across multiple campus locations, ensuring reliable technology services.
• Monitor, prioritize, troubleshoot, and resolve incidents and service requests through the IT ticketing system, escalating issues when necessary and providing timely communication to end users.
• Maintain accurate documentation of troubleshooting procedures and solutions.
• Diagnose, troubleshoot, and repair hardware, software, peripheral, and basic connectivity issues for desktops, laptops, printers, mobile devices, and other technology equipment.
• Coordinate with vendors, manufacturers, and service providers regarding warranty claims, equipment repairs, and replacement services.
• Assist with technology refresh initiatives, inventory management, asset tracking, and device lifecycle activities.
• Deploy and support end-user technology, ensuring all equipment is properly configured, tested, documented, and operational.
• Collaborate with IT team members to resolve complex technical issues and complete projects.
• Provide in-person, remote, and phone-based technical assistance to students, faculty, and staff.
• Provide technical support for special events.

SUPERVISORY RESPONSIBILITIES: None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee t