Senior Technician, Campus Technology

Houston Community College; Houston (TX); On-site; USD 65,000 - 86,000; Full time

Job summary

Houston Community College is seeking a Tier-2 Senior Campus Technology Technician to provide advanced end-user support across multiple campuses, handle hardware/software installations, AV support, and asset management.

You will mentor Campus Technology Technicians, coordinate with campus leadership, manage day-to-day campus tech operations, and may serve as project manager on district-wide IT initiatives, including event support and security awareness.

Qualifications

• Bachelor-level knowledge of PC hardware and software installation.
• Ability to lift up to 50 pounds and handle campus IT assets.
• Willingness to travel between HCC locations and work after hours.

Responsibilities

• Provide Tier 2 IT support at all HCC locations district-wide.
• Deploy IT equipment and troubleshoot computers, cabling, network, printers, AV tech.
• Assign and monitor tickets to Campus Technology Technicians.
• Document activities in Service Now and escalate complex issues.
• Support events and provide district-wide event coverage as needed.
• Maintain inventory of IT assets and lifecycle from receipt to recycling.
• Collaborate with CTS Tier-1 and Tier-3 for deployments and initiatives.
• Promote security awareness and build relationships with customers.

Skills

MS Office Programs

Information Management Systems

Mac OS, iOS, Windows

PC hardware installation

Troubleshooting

Lifting 50 pounds

Reliable transportation

Evening/weekend work

Education

Associate’s degree or certification in Computer Science or a related field

4 years of hardware/software tech support experience (in lieu of degree)

3 years of PC hardware/software installation & troubleshooting

Valid Texas Driver License

Valid car insurance

ITIL Foundations V.4 or higher preferred

Job description

JOB SUMMARY

Tier-2 Senior Campus Technology Technician provides advanced support for computers, software, and related technology used at multiple campuses/locations.

Supports district-wide hardware distribution, A/V support, technology replacement, event support, and asset management.

The Senior Campus Technology Technician has an elevated role in which they provide training and mentorship to other Campus Technology Technicians, work directly with campus leadership teams, manage the day-to-day activities of the campuses they support, and assign tickets and tasks to other technicians.

Additionally, Senior Campus Technology Technicians may be assigned as project managers for specific projects.

Works collaboratively with Tier-3 in the deployment and installation of software and district-wide initiatives and to develop enhanced processes.

Provides customer support to meet instructional and educational needs throughout the district.

ESSENTIAL FUNCTIONS

Provide Tier 2 IT support at all HCC locations.

This may include the deployment of IT equipment, basic troubleshooting for computers, cabling, network, telephony, printers, Wi-Fi, peripherals, audio-visual/classroom/lab technology, applications, and other tasks assigned to Tier-2.

Provide timely end-user support at any or all locations district-wide, as assigned.

Assign and monitor tickets and tasks to Campus Technology Technicians for assigned areas.

Document activities and workload using Service Now.

Provide escalated support for high-priority requests or complex technical problems, including college executive teams and other executives.

Ensure that events at assigned locations are identified so that support can be managed, including supporting or assigning assisting in assigning coverage for “event support”.

Provide “event support” district-wide, at HCC facilities, as assigned which may exceed HCC operating hours.

Assisting with the storage, inventory, and deployment of IT assets.

Maintain an accurate inventory of current IT assets for assigned areas which includes the entire equipment lifecycle from receiving to recycling for all HCC locations.

Ability to move and distribute IT assets.

This requires the ability to move up to 50 pounds in weight, work in a warehouse setting, and the ability to drive an HCC-provided vehicle (car, van, or box truck).

Ability to install, troubleshoot, and maintain A/V equipment.

This requires the ability to work on technology that is mounted in the ceiling or high on a wall, and to move projectors or other technology, approximately 25 pounds, to the top of a ladder or scaffold.

Technicians may be assigned permanently or temporarily to any location district wide.

It is a requirement to have reliable transportation and to be on the approved driver’ list to meet this travel requirement.

The ability to support technology during HCC operating hours, including early mornings, nights, and weekends.

Work collaboratively with CTS Tier-1 (Service Desk) and Tier-3 (CTS System Support).

Promote security awareness to customers through actions and advocacy.

Develop and maintain good working relationships with all customers and IT.

Assist with the evaluation and testing of new campus hardware and software.

Work under the supervision and direction of the Regional Manager and Lead Campus Technology Technicians.

QUALIFICATIONS

Education & Experience

• Associate’s degree or certification in Computer Science or a related field required


• 4 years of recent experience in hardware/software technical support may be considered in lieu of degree


• 3 years of PC hardware/software installation and software troubleshooting required


• Experience leading projects preferred

Licensing & Certification

• Valid Texas Driver License


• Valid car insurance


• ITIL Foundations V. 4 or higher preferred

Special Skills

• MS Office Programs


• Information Management Systems


• Mac OS, iOS, Windows and Microsoft Office Suite


• Demonstrated advanced competencies in PC hardware/software installation and troubleshooting


• Must be able to lift 50 pounds


• Must have reliable transportation to occasionally travel to other HCC locations


• Subject to working nights, week-ends and holidays

Competencies

• Delivering High Quality Work


• Accepting Responsibility


• Serving Customers


• Supporting Organizational Goals


• Driving Continuous Improvement


• Acting with Integrity


• Thinking Critically


• Managing Change
  
• Communicating Effectively

Working Conditions

General Office. Must be able to perform all job requirements with or without reasonable accommodations; remain in a stationary position during shift; move items weighing up to 25 pounds; position self to operate job equipment; apply established protocols in a timely manner. Must access, input and retrieve information from technology devices; communicate with others to accomplish job requirements. May be required to work after hours to include weekends and holidays.

SECURITY SENSITIVE:

This job class may contain positions that are security sensitive and thereby subject to the provisions of Texas Education Code § 51.215

The Organization

Houston Community College (HCC) is composed of 14Centers of Excellence and numerous satellite centers that serve the diverse communities in the Greater Houston area by preparing individuals to live and work in an increasingly international and technological society. HCC is one of the country’s largest singly-accredited, open-admission, community colleges offering associate degrees, certificates, workforce training, and lifelong learning opportunities.

The Team

Play a central role at HCC as you keep our everyday operations running like clockwork. You’ll get the chance to make things happen and work closely with inspiring leaders across different parts of the institution. Whether your role is supportive, administrative, financial or something else, you’ll be part of a dynamic team that not only provides HCC students with cutting‑edge academic and career tools, it also takes care of its people.

Location

Houston is a city with limitless possibilities:

• Fourth-largest city in the U.S. and home to 54 Fortune 500 companies, second only to New York City’s 55.


• Approximately 145 languages are spoken here.


• Overall after-taxes living costs are 5.6 percent below the average for all 308 urban areas recently surveyed.


• Houston is a major‑league sports town, and don’t forget the annual Houston Livestock Show & Rodeo.


• The weather is great! Mild winters ensure that outdoor activities can be enjoyed year-round.


• World-renowned medical care. The Houston metro area has long been known for its first‑rate healthcare system, with many Houston area hospitals consistently ranking among the nation’s top institutions.


• With over 150 museums and cultural institutions in the Greater Houston area, museums are a large part of Houston’s cultural scene.


• Houston is theCulture & Culinary Capital of Texaswith more than 7,500 restaurants and eating establishments covering 60+ cuisines.

EEO Statement

Houston Community College does not discriminate on the bases of race, color, religion, sex, gender identity and expression, national origin, age, disability, sexual orientation or veteran’s status. The following person has been designated to handle inquiries regarding the non-discrimination policies:

Sandra Jacobson, Director EEO/Compliance, Title IX Coordinator

Office of Equal Opportunity and Title IX

PO Box 667517

Houston TX, 77266

713 718.8271 or [e-mail]

HCC values its employees and their contributions, promotes opportunities for their professional growth and development, and provides a positive working and learning environment that encourages involvement, innovation, and creativity.

Individuals with disabilities, who require special accommodations to interview, should contact [phone].