Part-Time Technical Support Assistant II

Experience Champaign Urbana; Champaign (IL); On-site; USD 42,000 - 56,000; Full time

Job summary

Parkland College in Champaign, IL is seeking a Technical Support Assistant II to respond to inquiries via phone, email, and in person, ensuring high customer satisfaction. The role includes resolving technical issues, implementing hardware/software solutions, documenting resolutions, and collaborating with faculty, staff, and students.

Responsibilities extend to hardware inventory and acting as a stand-in for part-time staff when needed, with opportunities to mentor new personnel.

Qualifications

• Associate degree in a related field or combination of education and experience supporting Windows and Mac platforms.
• Knowledge of hardware and software related to a technical support environment.
• Verbal and mathematical abilities sufficient to produce correspondence, communicate effectively, and perform support duties.
• Good verbal and written communication skills, as well as the ability to provide excellent customer service to a diverse population.

Responsibilities

• Respond to user requests for assistance or information, submitted via phone, email and in person, while maintaining a high level of customer satisfaction.
• Resolve technical problems and/or suggest solutions.
• Carry out procedures involved in hardware/software implementation.
• Document processes and problem resolutions.
• Communicate with faculty, staff, and students, as well as other technical support professionals in the department.
• Work with other members of support team to assess processes and procedures, recommend improvements, and assist with implementation.
• Inventory computer hardware.
• Technical Support Assistant II's are given more responsibility and may act as a stand-in for full-time staff on a temporary, as‑needed basis, as well as mentor new part‑time staff.
• Other duties as assigned.

Skills

Customer service

Windows

Mac OS

Troubleshooting

Communication skills

Lifting 30 lbs

Education

Associate degree or equivalent in related field

Job description

Essential Job Functions:

• Respond to user requests for assistance or information, submitted via phone, email and in person, while maintaining a high level of customer satisfaction.


• Resolve technical problems and/or suggest solutions.


• Carry out procedures involved in hardware/software implementation.


• Document processes and problem resolutions.


• Communicate with faculty, staff, and students, as well as other technical support professionals in the department.


• Work with other members of support team to assess processes and procedures, recommend improvements, and assist with implementation.


• Inventory computer hardware.


• Technical Support Assistant II's are given more responsibility and may act as a stand-in for full-time staff on a temporary, as‑needed basis, as well as mentor new part‑time staff.


• Other duties as assigned.

Minimum Requirements:

• Associate degree in a related field or combination of education and experience supporting Windows and Mac platforms.


• Prospective new hires will successfully complete a post offer, pre‑employment criminal background check with fingerprinting. The background check review includes, but is not limited to, exclusionary offenses per the Illinois School Code and Title IV of the Higher Education Act.


• Knowledge of hardware and software related to a technical support environment.


• Ability to carry out diagnostic and corrective procedures based on analysis of hardware and software.


• Verbal and mathematical abilities sufficient to produce correspondence, communicate effectively, and perform support duties.


• Good verbal and written communication skills, as well as the ability to provide excellent customer service to a diverse population.


• Ability to carry and lift typical computer components weighing up to 30 pounds.


• Ability to crawl under desks to access equipment.


• Must sign a confidentiality agreement.


• In an effort to comply with SURS return‑to‑work restrictions for employers (40 ILCS 5/15-139.5), candidates for employment at Parkland College must either not be a SURS annuitant or must be willing to suspend his/her SURS annuity upon employment. This applies to all SURS annuitants except those receiving their annuity under either the Self‑Managed Plan (SMP) or by lump sum payment.