Technology Support Technician

Technology Support TechnicianCompensation: Salary Grade: CS114 Minimum starting rate: $20.09/hour. Final offer will be based on relevant experience, education, and other applicable factors.Compensation Type: HourlyEmployment Type: RegularFLSA: Non-ExemptScheduled Weekly Hours: 40Position SummaryThe Technology Support Technician performs duties related to the department's user support functions. Adheres to established processes and procedures for technology support and service delivery. Ensures efficient and effective resolution of technical issues to support the department's operational goals.Duties & ResponsibilitiesProvides reliable and efficient server, software, and hardware support to the SFCC Community remotely, over the phone, via email, or in person, coordinating with team members to resolve user problems. Installs, manages, and maintains classroom multimedia technology and other instructional technology such as, but not limited to Extron controllers, smart boards, LCD projectors, computers, speaker system, flat panel TVs, and lecterns. Provides technology support for large events, such as conferences, graduations, and departmental meetings.Provides follow-up to users' requests, incidents, tickets, and work orders to ensure proper response and satisfactory resolution, escalating unresolved tickets to appropriate team members. Educates users on procedures for resolving or preventing recurrence of technical problems and discusses technical issues with customers in non-technical and comprehensible terms, maintaining a strong service focus.Documents, tracks, and monitors users' requests in the Office of Information Technology (OIT) ticketing system while assisting OIT staff to develop technical processes, as well as documentation and knowledgebase articles, effective in quickly addressing user problems.Participates in OIT project and change management and new initiatives. Actively participates in continual improvement of service delivery following industry-accepted models.Operates, supports, and works with AV system integration products, smartboards, projectors, computers, thin clients, servers, printers, tablets, phones, and other devices.Maintains and updates hardware and software inventory and evaluates and recommends new and replacement technologies.Attends educational programs, workshops, and seminars to learn new developments in the IT industry.Minimum QualificationsBachelor's degree in computer science, computer and information technologies, or related fieldOR Associate's degree in computer science, computer and information technologies, or related field and 1 year of relevant experienceOR High school diploma (or equivalent) and 3 years of relevant experiencePreferred QualificationsMCDST or CompTIA A+ certificationExperience with the installation, configuration, and troubleshooting of Windows operating system and other office productivity applications including Microsoft Office and Adobe products.Experience supporting desktops, laptops, tablets, thin clients, projectors, and a variety of peripheralsApplicable experience in a higher education settingKnowledge, Skills, and AbilitiesDemonstrated technical aptitude, initiative, and commitment to continuous learning. Strong customer service skills with a client-focused approach.Strong analytical, troubleshooting, and problem-solving skillsOrganization skills and ability to manage multiple assignments and prioritiesCommitment to maintaining privacy, security, and confidentiality.Ability to communicate technical guidance and instruction effectively to users, with varying levels of technical proficiency, on the use of PC, application, and systems.Knowledge of Microsoft and Apple operating systemsKnowledge and skills in troubleshooting and configuration of computer hardware, printers, projectors, software installation, system maintenance, and operationsBasic knowledge of networking principlesSkills in utilizing and deploying Microsoft Office and Adobe productivity applicationsKnowledge of related ITIL 4 principles and practicesSkills with Active Directory object management and group policySkills in working with Microsoft Configuration Manager and other client management toolsAbility to collaborate with Office of information technology, and members of the campus community while demonstrating professionalism, courtesy, tact, and sound judgment.Knowledge of AV system integration products, such as Extron and CrestronSkill in record keeping.Skill in problem solving, time management, computer use, listening, and critical thinkingPhysical DemandsModerate physical activity is required, including lifting objects up to 50 pounds or standing and/or walking for more than four (4) hours per day.Work is normally performed in a typical interior/office work environment.Work HoursThis role will be required to work onsite in Santa Fe, New Mexico.Typically, 8:00 am – 5:00 pm, Monday through Friday.May be required to work after hours and/or weekends.Application InstructionsInstructions to Applicants: A complete application package must include the following required documents. Please upload documents to the Resume Drop Box section of your application. Incomplete application packages will not be reviewed.Resume*Cover LetterCopies of Transcripts* Your resume must fully document your experience. For each position include job title, description of duties and responsibilities, employment start and end dates (month and year), AND hours worked per week. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position. In describing your experience, please be clear and specific. We will not make assumptions regarding your qualifications or experience.Best Consideration Date: 9/08/2026Notice of Background Check and Education Verification:All offers for employment with Santa Fe Community College (SFCC) are contingent upon a successful completion of a criminal background check. Some positions may require additional educational verification for compliance with accreditation standards.EEO Statement:As an EEO employer, Santa Fe Community College will not discriminate in our employment practices based on an applicant's race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, serious medical condition or status as a protected veteran or spousal affiliation. Santa Fe Community College hires only U.S. citizens and individuals lawfully authorized to work in the U.S.ADA Statement:The SFCC is an EOE and Affirmative Action Employer. In compliance with the Americans with Disabilities Acts (ADA and ADAAA), SFCC will provide, if requested, reasonable accommodation to applicants in need of access to the application, interviewing and selection processes.SFCC Recruiting Statement:Santa Fe Community College is a Hispanic-serving institution, which neighbors the eight northern Indian pueblos in Northern New Mexico. We are committed to attracting and retaining highly qualified and diverse faculty and staff. SFCC strives to make our campus a place where all individuals feel welcome, nurtured, and valued. At the heart of SFCC's mission – Empower Students, Strengthen Community. Empoderar a los Estudiantes, Fortalecer a la Comunidad – is a commitment that higher education and opportunity should be open to everyone. SFCC fosters a welcoming environment and a climate of inclusivity for students, faculty, and staff. Join the SFCC team in working to empower students and strengthen community!