User Support Technician

User Support TechnicianIn support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter. To request an AHP Letter, use this link or call DARS at View phone number on click.appcast.io, or DBVI at View phone number on click.appcast.io.Provides first level (Tier I) helpdesk support to college faculty, staff and students who contact the Technology Services helpdesk. Responsible for maintaining the College's computers and associated peripheral equipment including preventive maintenance and repairs to other electronic office and classroom equipment. This equipment includes network components, computers, servers, audio-visual, video conference equipment, telephones, and other classroom electronics.Serve as the first point of contact for technical support via phone, email, chat, ticketing system, and in-person. Troubleshoot and resolve hardware, software, network, and account access issues remotely or onsite. Escalate complex issues to appropriate support teams, ensuring clear documentation and communication. Maintain accurate records of support requests, resolutions, and asset tracking in the ticketing system. Install, configure, and maintain computers, software, and peripheral devices across administrative and instructional areas. Provide support for audio-visual equipment in classrooms and meeting spaces, including setup, maintenance, and troubleshooting. Support internal and external events across multiple campus locations, including occasional off-hours. Assist with onboarding and offboarding processes by preparing and recovering technology assets. Participate in lifecycle management of technology, including procurement, surplus, and disposition. Create and maintain user documentation, knowledge base articles, and training materials. Attend departmental and stakeholder meetings to support Technology Services initiatives and gather feedback. Research and recommend new technology solutions and configurations for college use.Ability to provide high quality customer service Ability to learn and implement new technology solutions Use and configuration of computing devices (Laptops, tablets, cell phones, etc) Basic knowledge of Various OS's including Windows 10/11, MacOS, and/or iOS Basic networking knowledge including LAN, WAN, and wireless configuration, primarily for endpoint support Strong written and verbal communication skills Ability to work both independently, as well as part of a larger team Ability to lift 50 lbs. Ability to scale ladders Intermediate knowledge of Various OS's including Windows 10/11, MacOS, and/or iOS preferred Basic knowledge of scripted installations of operating systems and software to support deployment of faculty/staff and student computer workstations preferred CompTIA A+ certification or equivalent preferred Demonstrated experience working in a helpdesk environment preferred Demonstrated experience working in a higher education environment preferred Additional education, preferably in Information Technology or a related field