FT IT Support Technician

Haywood Community College; Clyde (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

Haywood Community College in North Carolina is seeking an entry-level IT Help Desk technician to support students and employees. You will provide first-level support over phone, email, and chat, assist with logon issues, software installation, and OS updates, and escalate complex problems to the proper IT staff.

The role emphasizes strong customer service, communication, and organizational skills, with a preference for an Associate degree in IT or equivalent IT work experience.

Qualifications

• Two (2) years of general work experience demonstrating strong customer service skills.
• Customer service experience with demonstrated ability to communicate clearly and assist users professionally.
• Interest and experience in information technology and AV technology.

Responsibilities

• Answer support calls and provide first level help desk support, assist with logon issues, password resets, assist with applications, email, and elevate calls as needed.
• Provide Tier 1 technical support to students, faculty and staff via phone, email and chat, plus basic software installation and OS updates.
• Troubleshoot issues related to desktop and laptop computers, printers, telephones, online services, and other IT systems.
• Coordinate computer access during new employee onboarding.
• Assist in asset management, patching tasks, and setup of security configurations; provide in-person and remote technical support.
• Document support requests and resolutions using electronic issue tracking systems.
• Assist in creating and maintaining training and usage documentation for software applications.

Job description

Haywood Community College has been serving the needs of our community since 1966. At HCC we take great pride in the level of service we provide to our students and our employees. Our Information Technology team has the opportunity to support both students and employees every day. Our IT team is one that values proactive support, exceptional customer service, collaboration and creativity. If you are someone motivated to help connect people with technology, and someone who has strong customer service skills and aptitude, this could be just the job for you! While this is considered an entry-level IT role, we are seeking someone with at least two years of general work experience demonstrating strong customer service skills. If you have that experience, along with solid computer, communication, and organizational skills, and either an Associate degree in Information Technology (or a related field) or relevant IT work experience in lieu of the degree, we encourage you to apply.

• Answer support calls and provide first level help desk support, assist with logon issues, password resets, assist with applications, email, and elevate calls to appropriate IT staff as needed.
• Provide Tier 1 technical support to HCC students, faculty and staff via phone, email and computer chat plus basic software installation and OS updates.
• Troubleshoot technical issues related to desktop and laptop computers, printers, telephones, online services, and other IT systems.
• Coordinate computer access during new employee onboarding process.
• Assist in asset management, handling patching tasks, and assist with the setup of security protection configurations. Provide in person and remote technical support to assist employees and students with their technical questions and provide operational support for software applications and IT systems.
• Document support requests and resolutions using electronic issue tracking systems.
• Assist in creating and maintaining training and usage documentation for software applications.
• Maintain software and hardware of classroom and employee computers including physical placement of equipment and employing cable management.
• Analyze and help optimize IT processes to enhance efficiency, reduce redundancies, and implement best practices to ensure continuous improvement in service delivery and performance.
• Foster collaboration among departments by ensuring that the information and instructional systems are supporting the teaching, learning, and administrative functions of the college.
• Ensure that records, accountability, and performance adhere to college policies and procedures, NCCCS directives, NC State Administrative Code, and other relevant State and Federal agencies.
• Assist in the evaluation, implementation, and support of approved artificial intelligence technologies and automation solutions that enhance teaching, learning, administrative, and operational functions of the college.
• Identify opportunities to improve operational efficiency through the responsible use of artificial intelligence, workflow automation, and other emerging technologies.
• Provide support to Apple users for both software and hardware needs.
• Provide light, sound, and technology setup in the auditoriums and other on-campus facilities for internal and external events as directed by the Coordinator of Campus Development Services & Events and Director of Information Technology in compliance with college policies and procedures.
• Serve as the light and sound technician during college and college-sponsored events located in the auditoriums, other on-campus facilities, and off-campus locations as directed by the Coordinator of Campus Development Services & Events and Director of Information Technology.
• Provide A/V technical setup in various locations for campus events.
• Provide installation, configuration, maintenance, troubleshooting, and repair of classroom technology, meeting room systems, and audiovisual equipment, including instructional technologies, presentation systems, conferencing solutions, hardware, and software.
• Provide support in the selection for purchase of appropriate A/V equipment and supplies for the campus auditoriums and other campus meeting spaces.
• Provide and coordinate technology, audio/visual, and presentation support for Board of Trustees meetings, executive leadership meetings, commencements, and other high-profile institutional events.

Additional Responsibilities

• Perform other duties as assigned and other related duties incidental to the work described herein.
• Interact with students, the public, the community, HCC board members, State board members, NCCCS System Office Staff, and co-workers in a cooperative, courteous, and professional manner.
• Serve on appropriate committees and teams as assigned, assist with reaccreditation process.
• Comply with the college's policies and procedures.
• Model good recordkeeping.
• Exercise professional and customer service orientation in performing job duties.
• Effective use of computer, copier, fax machine and answering the telephone.
• Responsible for special projects assigned within the college by serving on committees, setting up meetings, etc. as directed by the President or CIO of HCC.
• Assist on any special projects deemed necessary by the CIO.

Minimum

• Two (2) years of general work experience demonstrating strong customer service skills
• Customer service experience with demonstrated ability to communicate clearly, resolve problems, and assist users professionally.
• Demonstrated interest and experience in information technology, audio visual technology and a willingness to learn new systems and skills.

Preferred

• AAS IT degree, or, equivalent work experience in IT operations may be considered in lieu of a degree.
• Additional relevant certifications, such as CompTIA A+, Network+, or Microsoft certifications.

Haywood Community College provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, national origin, sex, gender, gender identity, sexual orientation, age, disability, genetic information, political affiliation or status as a covered veteran in accordance with all applicable federal, state and local laws. Upon request, the College will make reasonable accommodations for qualified individuals with disabilities so that they may be able to perform the essential functions of their job unless doing so would result in an undue burden for the College.

Haywood Community College (HCC) is part of the North Carolina Community College System and is accredited by the Southern Association of Colleges & Schools Commission on Colleges (SACSCOC). Founded in 1965, it is an open-door institution with the mission to foster an environment that meets the educational needs of the communities it serves, promotes student success in higher education and in the workplace, and facilitates economic development. This includes programs for Haywood County high school students through Career and College Promise and Haywood Early College. The college campus, a designated arboretum, boasts one of the most beautiful college campuses in the state with an iconic mill pond, a productive greenhouse, dahlia gardens, an orchard garden and a rhododendron garden.