Technician, User Support (PT)

Harrisburg Area Community College (HACC); Gettysburg (Adams County); On-site; USD 30,000 - 32,000; Part time

Job summary

Harrisburg Area Community College (HACC) is seeking a part-time IT Support Specialist based at the Gettysburg Campus. The role delivers Tier 1/2 assistance via phone, chat, email, remote tools, and in person to students and staff.

The incumbent documents requests, maintains knowledge resources, and supports deployments, classroom tech, and asset management. This position emphasizes customer-focused service and collaboration within a College IT team.

Qualifications

• High school diploma or equivalent and two years of experience in technical support or IT-related fields.
• Experience providing Tier 1 and Tier 2 support via phone, chat, email, and in-person channels.
• Familiarity with ticketing systems, knowledge bases, and basic device deployment tasks.

Responsibilities

• Provide Tier 1 and Tier 2 technology support to students, faculty, and staff across multiple channels.
• Document, prioritize, and track support requests; create knowledge base resources.
• Assist with device deployment, inventory, asset management, and classroom technology support.
• Collaborate with IT staff to resolve issues and support campus technology projects.

Skills

Technical support

Customer service

Troubleshooting

Remote support

Education

High school diploma or equivalent

Tools

CompTIA A+

Job description

This position will be based at the Gettysburg Campus.

Schedule: Monday–Thursday, 8:00 a.m.–1:00 p.m. (20 hours per week)

Job Summary: This position works directly with students, faculty, and staff to provide Tier 1 and Tier 2 technology support through the College’s centralized IT Support Center, ticketing system, Learning Commons locations, and remote support tools. The incumbent resolves routine and non-routine technology issues related to desktop computers, mobile devices, audio/visual systems, classroom technology, software applications, user accounts, authentication services, multi-factor authentication, and other College-supported technologies. Support requests range from initial intake, triage, and first-contact resolution to more complex technical troubleshooting and resolution and are provided through phone, chat, email, in-person, and remote support channels.

This position is responsible for documenting, prioritizing, tracking, and resolving support requests; providing technology guidance and training to end users; creating and maintaining knowledge base resources; supporting device deployment, configuration, software installation, equipment replacement, inventory and asset management activities; and assisting with technology projects, classroom installations, testing, and troubleshooting. The incumbent balances centralized IT Support Center responsibilities with campus-based technical support, classroom support, deployments, and project responsibilities. The incumbent collaborates with colleagues across the Information Technology division to resolve complex issues and ensure timely, professional, and customer-focused support services for the College community.

Minimum Qualifications:

High school diploma or equivalent and two (2) years of experience providing technical support, customer service, information technology support, or a related field required

Licensing Requirements: Certification in Comptia A+, N+, MCA, MCSE, or equivalent certification preferred.

Hiring Range:$21.67 - $23.53

Job Specific Task List:

• Provides timely, professional, and customer-focused Tier 1 and Tier 2 technology support to students, faculty, and staff through phone, chat, email, remote support tools, the College’s ticketing system, and in-person service channels - (Essential)
• Receives, prioritizes, documents, tracks, and resolves technology support requests, incidents, and service requests in accordance with established procedures and service standards; performs initial intake, triage, first-contact troubleshooting and resolution, and escalation of issues requiring additional technical expertise as appropriate. - (Essential)
• Diagnoses, troubleshoots, installs, configures, maintains, and supports desktop computers, laptops, mobile devices, software applications, operating systems, printers, user accounts, identity and authentication services, multi-factor authentication services, and other College-supported technologies - (Essential)
• Uses remote support and management tools to assist users across multiple campuses, online learning environments, remote locations, and hybrid work settings. - (Essential)
• Installs, tests, maintains, and troubleshoots classroom technology, audio/visual equipment, and other learning space technologies; coordinates repairs and replacements as needed - (Essential)
• Assists with technology deployments, equipment replacements, inventory management, asset tracking, endpoint configuration, and other technology lifecycle activities. - (Essential)
• Creates, updates, and utilizes technical documentation, knowledge base articles, and troubleshooting resources to improve support consistency and promote self-service solutions. management, asset tracking, endpoint configuration, and other technology lifecycle activities - (Essential)
• Collaborates with Information Technology staff to resolve complex issues, support technology projects, implement new services and systems, and maintain continuity of technology operations across the College. - (Essential)
• Provides technology guidance, instruction, and training to students, faculty, and staff on College-supported hardware, software, systems, and services - (Essential)
• Performs other duties as assigned. - (Standard)

Job Type: Part-Time (less than 1,000 hours)

If part time, hours per week: 20 hours

About Us: www.hacc.edu

Our Purpose: Learning for all; learning for life.

Our Core Values: A Circle of Caring

Caring by Creating Our Future Together

• We work together to shape and build our preferred future.
• We encourage and celebrate creativity and innovation.
• We set high goals and strive to achieve them.
• We strive to provide exceptional service to all who help shape our future.

Caring for Each Other

• We are gateways to student success and opportunity.
• We promote respect, collegiality, and equity-mindedness in all we say and do.
• We nurture awareness and cultural sensitivity to create a climate of trust.
• We are growth-minded, believing that each of us is capable of learning, developing and growing to support our mission.

Caring by Doing What is Right

• We are honest and hold each other and ourselves to the highest ethical standards.
• We provide the most accurate information available in all communications.
• We are transparent about our decisions as individuals and teams.
• We embrace broad engagement in the shared governance process.