Customer Support Technician I

Lone Star College; Shenandoah (TX); On-site; USD 37,000 - 43,000; Full time

Job summary

Lone Star College is seeking a Customer Support Technician I to provide technical software, hardware, and network problem resolution in a 24/7/365 Service Desk environment. The role supports College users across multiple locations in the Houston area using Windows and Mac OS.

Responsibilities include ticket management, user account setup, and collaboration with IT staff to implement improvements. A high school diploma with related experience is required; Associate’s degree and certifications are

Qualifications

• High school diploma with 1+ year related work experience or equivalent
• Associate's degree preferred
• CompTIA A+ or HDI certification preferred
• Experience in Service Desk/Help Desk is a plus

Responsibilities

• Provides technical support for hardware, software, and network issues in a Service Desk environment
• Delivers courteous, prompt, and accurate assistance to users
• Documents and tracks tickets in the Service Desk system and communicates status to users
• Creates and manages user accounts, passwords, and access rights
• Assists with process improvements and SOP updates
• Travels between Lone Star College locations as needed
• May require weekend or after-hours work when necessary

Skills

Customer service

Hardware troubleshooting

Learning new technology

Explain technical topics

Task prioritization

Windows & Mac OS knowledge

SOP compliance

Core area expertise (PC or Mac)

Education

High school diploma + 1 year experience

Associate's degree

HDI/CompTIA certifications

2 years related work experience

Job description

Commitment to Mission

At Lone Star College System, every employee contributes to our mission of providing transformational educational opportunities that help individuals get from where they are to where they want to be. Guided by our vision to lead higher education through high-quality, affordable, and innovative learning opportunities, employees are expected to exemplify professionalism, integrity, accountability, and collaboration.

Great Colleges to Work For

Lone Star College System is proud to be recognized as a Great Colleges to Work For institution by The Chronicle of Higher Education. This recognition reflects our commitment to creating an organizational culture where employees are valued, supported, and empowered.

Campus Marketing Statement

Lone Star College-System Office, University Park

With 100,000 students and counting, Lone Star College System provides transformational educational opportunities that help individuals get from where they are to where they want to be. The two-year institution is training tomorrow's workforce today, offering more than 200 degrees and certification programs that empower students to take the next step.

Lone Star College System has eight main campuses and more than 20 locations in the Houston area. Learn more at LoneStar.edu.

Lone Star College System Office employees are based at one of two System Office locations: The Woodlands and University Park. Both are sites for multiple administrative departments and system-wide training programs.

The address is 20515 SH 249 (SH 249 and Louetta Road), Houston, Texas 77070-2607. All applicants must reside in Texas.

Job Description

PURPOSE AND SCOPE:

The Customer Support Technician I position provides technical software, hardware and network problem resolution to all College computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a Service Desk environment. Extrapolates existing information/practices to solve problems and clearly communicates technical solutions in a user-friendly, professional manner. This position is a member of a 24/7/365 global department.

ESSENTIAL JOB FUNCTIONS:

1. Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software
2. Provides professional, courteous, prompt and accurate support and solutions to users
3. Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies
4. Establishes priorities on Service Desk tickets based on established helpdesk and departmental guidelines and procedures. Properly documents problem ticket into online Service Desk System, and follows up and communicates ticket information to users when appropriate
5. Assists other IT technical staff in providing users feedback and user statistics
6. Updates Service Desk database information
7. Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators
8. Participates in the development of improvements and help to implement the changes within team. May recommend new procedures affecting several teams
9. Identifies complex, multi-faceted problems and takes immediate action to address them
10. Responsible for other reasonable, related duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong customer service orientation
• Demonstrated experience in hardware troubleshooting and repair
• Ability to learn new technology and understand similarities and key differences
• Highly skilled at explaining technical subjects to non-technical as well as technical customers
• Ability to prioritize tasks to be completed in the short-term
• Detailed understanding of Windows and Mac operating systems
• Ability to understand and follow standard operating procedures, as well as Service Desk and departmental guidelines and operating procedures
• Good understanding in at least one area (e.g. PC or Mac), and developing understanding in additional areas
• Knows and follows standard operating procedures

PHYSICAL ABILITIES:

The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. No special physical demands are required to perform the work.

WORK SCHEDULE AND CONDITIONS:

• Equipment used includes, PC workstation running on a LAN in a Microsoft Windows environment, calculator, phone and other general office equipment
• Interface with internal and external contacts as needed to carry out the functions of the position
• Work is performed in a climate-controlled office with minimal exposure to safety hazards
• May regularly travel to different LSC locations
• May be fully reassigned to other LSC locations if necessary
• May need to work weekends and outside of core business hours if necessary

REQUIRED QUALIFICATIONS:

• High school diploma and at least 1 year of related work experience, or equivalent combination of education and experience

PREFERRED QUALIFICATIONS:

• Associate's degree
• 2 years of related work experience
• Prior Service Desk/Help Desk experience
• Advanced experience in hardware troubleshooting and repair
• CompTIA A+ Certification or industry recognized equivalent
• HDI Support Center Analyst Certification

Salary

Hiring salary range is $37,088 - $42,651.

Lone Star College provides a hiring salary range for all posted full-time non-faculty positions. Where your salary offer would fall in that range is determined by your related experience and education. Should you receive an offer of employment from Lone Star College, the resume submitted in the application process will be utilized to calculate your salary offer. The information outlined below will provide the Office of Human Resources everything needed to determine an accurate starting salary.

Your resume should provide a complete picture of your work experience. The resume should include the following information for each position listed:

1. Length of time (specific months and years) of employment
2. If the position was full time or part time
3. If the position was paid or unpaid
4. Level of degree completed including date earned.
5. Unofficial transcript for highest earned degree

Additionally, any certifications listed as required or preferred in the Lone Star College job description should be included in the resume submitted.

Benefits Marketing Statement

By joining our top-notch institution, you will enjoy being a part of an organization that offers a supportive, collegial work environment and excellent work/life balance. This includes a full comprehensive and competitive benefits package, a generous number of paid holidays and vacation days, wellness programs, tuition waiver, professional development opportunities and more.

Lone Star College is an EEO Employer. All positions are subject to a criminal background check.