Information Technology Technician

Glen Oaks Community College; Michigan; On-site; USD 41,000 - 62,000; Full time

Job summary

Glen Oaks Community College is seeking an Information Technology Technician to deliver Tier 1 support for computer systems, software, hardware, and classroom technology. You will assist with AV equipment, projectors, and presentation systems, handling tickets and user communications. May require evenings or weekends.

The role emphasizes reliable IT service, clear communication, and collaboration with the IT team to keep instructional spaces operational and up-to-date.

Qualifications

• Associate’s degree or relevant certifications (e.g. A+, Network+) required or equivalent
• Two years of relevant work experience diagnosing and resolving basic PC hardware, software, peripheral, AV, and/or networking issues
• Knowledge of current Microsoft desktop OS and Office software products
• One year of experience providing customer or technical support to internal or external customers
• Ability to communicate effectively in writing and verbally with students, employees, customers, or the public
• Inventory management experience or training considered a plus

Responsibilities

• Serve as first point of contact for faculty, staff, students, and other users seeking technical assistance
• Diagnose, research, and resolve Tier 1 technical issues involving hardware, software, user accounts, phones, printers, and AV equipment
• Advise users on basic College technology and classroom systems
• Escalate unresolved issues to higher-level support or vendors per procedures
• Configure, deploy, maintain, and troubleshoot PCs, laptops, phones, printers, and classroom technology
• Support setup, operation, testing, maintenance, and troubleshooting of AV systems
• Maintain classroom technology inventories and documentation
• Assist with planning and refresh activities for classroom technology and peripheral devices
• Assist with IT asset management lifecycle tasks including imaging and deployment

Skills

Customer service

Technical troubleshooting

Communication

Professionalism

Confidentiality

Education

Associate’s degree or relevant certifications (A+/Network+)

Tools

Microsoft Windows OS

Microsoft Office

Job description

Reports To: Director of Information Technology

Position Type: Full-Time, Administrator

Posting Date:August 4, 2026

General Summary:

The Information Technology Technician is responsible for providing quality customerservice, clear communication, and timely technical support for College users. Thisposition provides Tier 1 technical assistance for computer systems, software, hardware,phones, printers, classroom technology, audio-visual systems, and related equipment.The role responds to users in person, over the phone, through remote support tools,by e-mail, and through the IT ticketing system. It may require occasional eveningand weekend work as needed.

The position also supports the operation, maintenance, troubleshooting, and readinessof classroom technology and audio-visual systems, including instructor stations, projectors,displays, speakers, microphones, document cameras, control systems, lecture captureor presentation equipment and other instructional technologies. The position helpsensure that classrooms, meeting spaces and user workstations are functional, reliable,and ready for effective use.

Duties and Responsibilities:

Since every duty associated with this position may not be described herein, employeesmay be required to perform duties not specifically spelled out below, although consideredincidental in the performance of this position.

Serve as a first point of contact for faculty, staff, students, and other users seekingtechnical assistance.

Diagnose, research, and resolve Tier 1 technical issues involving hardware, software,user accounts, phones, printers, peripherals, classroom technology, audio-visual systems,and supported applications.

Advise and assist users on appropriate actions, including the basic use of Collegetechnology, classroom systems, presentation equipment, and supported software.

Escalate unresolved issues to the appropriate next-level support personnel, supervisor,or vendor in accordance with departmental procedures.

Configure, deploy, maintain, and troubleshoot PCs, laptops, phones, printers, classroomcomputers, displays, projectors, document cameras, speakers, microphones, and otherassigned technology devices.

Support the setup, operation, testing, maintenance, and troubleshooting of audio-visualsystems.

Provide technical support for meetings, presentations, events, and other College activitiesrequiring classroom technology, portable sound systems, or audio-visual equipment.

Perform regular classroom technology checks to ensure instructional spaces are operational,organized, updated, properly connected, and ready for use.

Maintain accurate classroom technology inventories, room equipment records, supportnotes, standard configurations, and related technical documentation.

Assist with planning, installation, replacement, and refresh activities for classroomtechnology, audio-visual equipment, endpoint devices, phones, printers, and relatedperipherals.

Assist with the IT asset management lifecycle, including receiving, tagging, imaging,configuring, deploying, moving, inventorying, and retiring equipment.

Assist with printer supplies and other technology consumables, including trackinginventory, replacing supplies, coordinating with users, and working with vendors asneeded.

Perform basic networking support tasks, including cable installation and testing,Wi-Fi troubleshooting, device connectivity troubleshooting, patching, and basic networkdevice deployment under direction.

Support basic identity and access management tasks, including password resets, MFAassistance, account troubleshooting, and escalation of access or permission issues.

Follow established cybersecurity, data protection, acceptable use, and physical securityprocedures when supporting users, handling equipment, and escalating suspected securityincidents.

Work with vendors, internal stakeholders, and IT staff to develop and maintain accuratetraining materials, technical documentation, classroom instructions, and support procedures.

Provide basic user training and assistance for classroom technology, presentationsystems, audio-visual equipment, computers, phones, printers, productivity applications,and other supported technology resources.

Communicate clearly and professionally with faculty, staff, students, vendors, andother users regarding issue status, troubleshooting steps, service expectations, andresolution.

Maintain a high level of customer service, professionalism, responsiveness, reliability,and attention to detail.

Work collaboratively with the IT team to complete assigned projects, service requests,maintenance tasks, equipment deployments, and departmental initiatives.

Perform other related duties as assigned.

Required Qualifications:

Associate’s degree from an accredited institution in a related field, or relevantcertifications (e.g. A+, Network+).

Two (2) years of relevant work experience diagnosing and resolving basic PC hardware,software, peripheral, AV, and/or networking issues.

Knowledge and skill in the operation of current Microsoft desktop OS and Office softwareproducts.

One (1) year of experience providing customer or technical support to internal orexternal customers.

Experience communicating effectively, both verbally and in writing, with students,employees, customers, or members of the public in a professional setting.

Ability to maintain a high level of professionalism and confidentiality.

Inventory management experience and/or training.

Equivalent combinations of education, training, and experience that provide the requiredknowledge, skills, and abilities may be considered.

Preferred Qualifications

Bachelor’s degree from an accredited institution.

Familiarity with networked printers.

Working knowledge of Apple computers and laptops.

Experience with SSO and MFA.

AV Experience.

Willingness to acquire proper certifications