Technical Analyst I

Joliet Junior College; United States; On-site; USD 35,000 - 37,000; Full time

Job summary

Joliet Junior College is seeking a friendly Technical Analyst I to provide customer-focused technical support for faculty, staff, and students. The role includes answering helpdesk calls, assisting with software/hardware issues, and supporting classroom AV and hybrid classes.

Evening coverage is required to maintain operational continuity. The position is full-time, on-site, with 40 hours weekly, and reports to the Manager of Technical Support.

Qualifications

• Two years of technical support experience or equivalent education and training.
• High school diploma or equivalent.
• Strong writing and organizational skills for data entry.
• Excellent communication and customer service skills.
• Ability to establish cooperative relationships with college staff and community with cultural competence.
• Commitment to the college’s core values: respect and inclusion, sustainability, integrity, collaboration, humor and well-being, innovation, and quality.

Responsibilities

• Answer helpdesk phones and enter data into ticket system, spreadsheets, databases, etc.
• Assist users with software and hardware problem resolution, password resets, unlock accounts, and general computer help.
• Install and configure operating systems, drivers and applications onto computer equipment.
• Set-up, provide routine maintenance, troubleshoot, and repair of computer equipment, display equipment, AV and other peripherals.
• Support meetings and events; co-organize and serve as technician for virtual meetings; assist with setup and strike of AV equipment.
• Perform other related duties as assigned.

Skills

Customer service

Data entry

Communication skills

Organizational skills

Cultural competence

Emotional intelligence

Education

High school diploma or equivalent

Associate degree in Computer Science or related field

A+ Certification

Tools

Macintosh experience

AV best practices

Job description

Position Title: Technical Analyst I Job Description: POSITION: Technical Analyst I STATUS: Full-Time DEPARTMENT: Technology Support and Media Services DIVISION: Information Technology CLASSIFICATION: Non-exempt UNION: TOSSC-AFT Local 604 REPORTS TO: Manager, Technical Support PLACEMENT: Grade 109 HIRING RANGE: $25.16 - $26.67 per hour Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The student population at the college is diverse in ethnicity, gender, language, age and background. Joliet Junior College is an AA/EO employer and strongly encourages applications from candidates who would enhance the diversity of its staff.

POSITION SUMMARY

The Technical Analyst I will provide friendly, knowledgeable customer service focused technical support for JJC faculty, staff and students. Technical Analyst I will answer helpdesk phones and participate in the installation, troubleshooting, and repair of computer equipment, displays, sound systems, and classroom technology. Technical Analyst I will assist with virtual meetings and hybrid classes. This role is designed to provide evening coverage and maintain continuity of operations during assigned evening hours.

ESSENTIAL JOB DUTIES AND KEY RESPONSIBILITIES

1. Answer helpdesk phones and enter data into ticket system, spreadsheets, databases, etc.
2. Assist users with software and hardware problem resolution, password resets, unlock accounts, and general computer help.
3. Install and configure operating systems, drivers and applications onto computer equipment.
4. Set-up, provide routine maintenance, troubleshoot, and repair of computer equipment, display equipment, AV and other peripherals.
5. Support meetings and events. Co-organize and serve as technician for virtual meetings. Assist with setup and strike of AV equipment. Serve as operator/technician during events.
6. Perform other related duties as assigned.

MINIMUM QUALIFICATIONS

1. Two (2) years of technical support experience (equivalent education and training to be considered)
2. High school diploma or equivalent.
3. Strong writing and organizational skills for data entry.
4. Excellent communication and customer service skills.
5. Ability to establish and maintain cooperative and effective working relationships with other members of the college and community, displaying cultural competence as well as emotional intelligence.
6. Demonstrated commitment to the college’s core values of respect and inclusion, sustainability, integrity, collaboration, humor and well-being, innovation, and quality.

PREFERRED QUALIFICATIONS

1. Associate degree in Computer Science or related field.
2. A+ Certification.
3. Macintosh experience.
4. Current knowledge of AV best practices.
5. English and Spanish verbal and written communication proficiency.
6. Demonstrated multicultural competence.

WORK SCHEDULE

1. 40 hours per week.
2. Shift start time is seniority dependent
3. On-site position.

PHYSICAL DEMANDS

1. Ability to lift and move up to 50 pounds.
2. Requires bending, stooping, kneeling, reaching, and ladder use.
3. Campus is large and employees are expected to walk multiple miles within 8hr shift.

WORKING CONDITIONS

1. Most duties performed indoors; some exterior work may be required.
2. Some travel might be needed. Internal candidates must adhere to the terms of employment regarding length of time in current position as outlined in their union contract.

Full Time/Part Time: Full time

Union (If Applicable): TOSSC

Scheduled Hours: 40

Founded in 1901 as the nation’s first public community college, JJC’s dedication to student learning, community prosperity, and personal growth has influenced generations of students and community partners. Our five campuses and extension centers ensure accessibility and empower 30,000 students annually to improve their lives through the power of education. Our commitment to our mission drives the change and innovation necessary to meet the evolving needs of our students, employees, and community. Our continued success is drawn from talented, diverse, and committed employees whose knowledge and passion for education create a thriving culture both in and out of the classroom.

JJC supports an inclusive and collaborative environment where everyone can learn, grow, and perform at their best.

ANNUAL CLERY SAFETY REPORT (ASR) NOTICE

Joliet Junior College is committed to assisting members of the JJC community in providing for their own safety and security. The annual CLERY security report is available at the JJC Police Department website: along with other safety information.

If you would like to receive the ASR in booklet form, you may stop by the Campus Police Department located on Main Campus in G-1024 or call Campus Police at 815-280-2234.

The website and booklet contain information regarding campus security and personal safety such as crime prevention and reporting, police law enforcement authority, disciplinary procedures and other related security policies.

They also contain information about crime statistics for the three previous years for all JJC campuses, property owned and controlled by JJC District 525 and on public property immediately adjacent to JJC campuses.

This information is required by law and is made available by the Joliet Junior College Police Department.