Casual - User Support Technician

Harrisburg Area Community College (HACC); Harrisburg (Dauphin County); On-site; USD 26,000 - 29,000; Part time

Job summary

HACC is seeking a part-time IT Support Specialist to assist students, faculty, and staff with Tier 1 and Tier 2 technology issues across the Harrisburg and Lancaster campuses, Learning Commons locations, and remote channels.

You will document requests, triage, and resolve desktop, mobile, audio/visual, and software problems, while contributing to knowledge base articles and supporting classroom deployments.

Qualifications

• High school diploma or equivalent with 2+ years in tech support or related field.
• Certification in Comptia A+, N+, MCA, MCSE or equivalent preferred.
• Strong customer service skills and ability to work across campus sites.

Responsibilities

• Provide Tier 1 and Tier 2 technology support to students, faculty, and staff via phone, chat, email, and in person.
• Document, triage, track, and resolve support requests with escalation as needed.
• Diagnose, install, configure, and maintain desktops, laptops, mobile devices, software, and accounts.
• Use remote tools to assist users across campuses and online environments.
• Assist with classroom tech, AV equipment, deployments, inventory, and asset management.
• Create and update knowledge base resources and provide user training.
• Collaborate with IT staff to resolve complex issues and support projects.

Skills

Technical support

Customer service

Multi-channel support

Education

High school diploma or equivalent

Tools

Ticketing system

Remote support tools

Job description

Two positions available: one at the Harrisburg Campus and one at the Lancaster Campus.

• Harrisburg: Monday-Thursday, 8:00 a.m. to 1:00 p.m. (20 hours per week)
• Lancaster: Monday-Thursday, 2:00 p.m. to 7:00 p.m. (20 hours per week)

Job Summary: This position works directly with students, faculty, and staff to provide Tier 1 and Tier 2 technology support through the College’s centralized IT Support Center, ticketing system, Learning Commons locations, and remote support tools. The incumbent resolves routine and non-routine technology issues related to desktop computers, mobile devices, audio/visual systems, classroom technology, software applications, user accounts, authentication services, multi-factor authentication, and other College-supported technologies. Support requests range from initial intake, triage, and first-contact resolution to more complex technical troubleshooting and resolution and are provided through phone, chat, email, in-person, and remote support channels.
This position is responsible for documenting, prioritizing, tracking, and resolving support requests; providing technology guidance and training to end users; creating and maintaining knowledge base resources; supporting device deployment, configuration, software installation, equipment replacement, inventory and asset management activities; and assisting with technology projects, classroom installations, testing, and troubleshooting. The incumbent balances centralized IT Support Center responsibilities with campus-based technical support, classroom support, deployments, and project responsibilities. The incumbent collaborates with colleagues across the Information Technology division to resolve complex issues and ensure timely, professional, and customer-focused support services for the College community.

Minimum Qualifications:

High school diploma or equivalent and two (2) years of experience providing technical support, customer service, information technology support, or a related field required

Licensing Requirements: Certification in Comptia A+, N+, MCA, MCSE, or equivalent certification preferred.

Hiring Range:$19.52

Preferred Qualifications: TBD

Job Specific Task List:

• Provides timely, professional, and customer-focused Tier 1 and Tier 2 technology support to students, faculty, and staff through phone, chat, email, remote support tools, the College’s ticketing system, and in-person service channels - (Essential)
• Receives, prioritizes, documents, tracks, and resolves technology support requests, incidents, and service requests in accordance with established procedures and service standards; performs initial intake, triage, first-contact troubleshooting and resolution, and escalation of issues requiring additional technical expertise as appropriate. - (Essential)
• Diagnoses, troubleshoots, installs, configures, maintains, and supports desktop computers, laptops, mobile devices, software applications, operating systems, printers, user accounts, identity and authentication services, multi-factor authentication services, and other College-supported technologies - (Essential)
• Uses remote support and management tools to assist users across multiple campuses, online learning environments, remote locations, and hybrid work settings. - (Essential)
• Installs, tests, maintains, and troubleshoots classroom technology, audio/visual equipment, and other learning space technologies; coordinates repairs and replacements as needed - (Essential)
• Assists with technology deployments, equipment replacements, inventory management, asset tracking, endpoint configuration, and other technology lifecycle activities. - (Essential)
• Creates, updates, and utilizes technical documentation, knowledge base articles, and troubleshooting resources to improve support consistency and promote self-service solutions. management, asset tracking, endpoint configuration, and other technology lifecycle activities - (Essential)
• Collaborates with Information Technology staff to resolve complex issues, support technology projects, implement new services and systems, and maintain continuity of technology operations across the College. - (Essential)
• Provides technology guidance, instruction, and training to students, faculty, and staff on College-supported hardware, software, systems, and services - (Essential)
• Performs other duties as assigned. - (Standard)

Job Type: Part-Time (less than 1,000 hours)

If part time, hours per week: Up to 20 hours/week

About Us: www.hacc.edu

Our Purpose: Learning for all; learning for life.

Our Core Values: A Circle of Caring

Caring by Creating Our Future Together

• We work together to shape and build our preferred future.
• We encourage and celebrate creativity and innovation.
• We set high goals and strive to achieve them.
• We strive to provide exceptional service to all who help shape our future.

Caring for Each Other

• We are gateways to student success and opportunity.
• We promote respect, collegiality, and equity-mindedness in all we say and do.
• We nurture awareness and cultural sensitivity to create a climate of trust.
• We are growth-minded, believing that each of us is capable of learning, developing and growing to support our mission.

Caring by Doing What is Right

• We are honest and hold each other and ourselves to the highest ethical standards.
• We provide the most accurate information available in all communications.
• We are transparent about our decisions as individuals and teams.
• We embrace broad engagement in the shared governance process.