IT Support Center Technician - Level I

Job Title The IT Support Center Technician – Level 1 provides front-linetechnical support to faculty, staff, and students across theCollege. This position is responsible for triaging,troubleshooting, and resolving hardware, software, multi-factorauthentication (MFA), network, and classroom technology issueswhile delivering exceptional customer service. Reports to the Director of IT Support Services. Work Schedule On Campus Monday through Friday, 8 a.m. to 5p.m. (one hour nonpaid lunch included). Must be able to travelbetween LCCC off-site locations Duties and Responsibilities Ticketing & Work Order Management: Utilizes theticketing system at LCCC to keep track of all work orders andcomplete or elevate as required. End-User & Helpdesk Support: Provide Level 1technical support via phone, email, remote support tools, andin-person visits across campus. Account & MFA Support: Assist faculty, staff, andstudents with multi-factor authentication (MFA) setup, enrollment,hardware token/authenticator app registration, and logintroubleshooting. Device Management: Deploy, configure, maintain, andupgrade Windows PCs, Mac computers, mobile devices, printers, andperipheral hardware. Software Support: Support standard college softwareincluding Windows 10/11, macOS, Microsoft 365, Google Workspace,MyLCCC Portal, Banner ERP, and telephony systems. Classroom & AV Support: Provide basic audio/visualsupport for classrooms, meetings, and campus events. Collaboratewith the Lead AV Technician on complex setups or escalations. Asset Management: Accurately log, track, and maintainall hardware and technology assets in the LCCC asset trackingdatabase. Network & Security Support: Perform basic ActiveDirectory and identity management tasks (e.g., password resets,account unlocks, user profile setups, policy checks). Workplace Collaboration: Foster a positive workenvironment, demonstrate urgency during urgent disruptions(especially active classroom tech issues), and participate inafter-hours or on-call support as needed. Other Duties: Perform other related technical andadministrative duties as assigned. Develops and maintains all operations manuals for thisdepartment. Carries out special projects as assigned. Required Qualifications Education High school diploma or equivalent. CompTIA A+ certification required within the first 6 months ofemployment. Certifications Act 153 Clearances (Act 34 PA Criminal Background, Act 151 PAChild Abuse History, Act 114 FBI Clearance Fingerprinting) Valid driver's license and ability to travel between LCCCcampus locations as required. Work Experience Experience: Up to 1 year of hands-on experienceproviding technical customer support, desktop support, hardwareinstallation, or software troubleshooting. Technical Knowledge: Working knowledge of Windows 10/11 and macOS operatingsystems. Familiarity with user identity, password resets, andmulti-factor authentication (MFA) systems. Experience with ticketing/incident management platforms forwork order tracking. Experience with PC imaging, deployment, and provisioningsoftware. Basic understanding of TCP/IP networking, remote access tools,and telephony devices. Basic knowledge of Active Directory administration (passwordresets, group policies). Knowledge, Skills, Abilities Excellent verbal and written communication skills, with theability to explain complex technical concepts to non-technicalusers. Strong customer service orientation and interpersonalskills. Proven ability to multitask, prioritize tasks under pressure,and adapt quickly in a dynamic environment. Strong problem-solving skills and attention to detail. Commitment to continuous learning and staying current withemerging campus technologies. Must possess a high level of the following work skills andbehaviors: teamwork, cooperation, initiative, customer service,high level of accuracy, analytical and problem solving skills,excellent organizational, written and oral skills, ability to workin an office with frequent interruptions and commitment tocontinuous professional growth in skills and knowledge. Preferred Qualifications Associate degree in Computer Science, Information Technology,or a related field. A strong commitment to helping others and a genuine passion forempowering people through technology. Experience working in a higher education or fast-pacedinstitutional IT environment. Prior experience supporting an organization with 100+endpoints. Experience supporting classroom AV/presentation technology andhybrid meeting spaces. Physical Demands Ability to effectively communicate, perceive, and exchangeinformation with colleagues and stakeholders. Operate, handle, or feel objects, tools, or controls usinghands, arms, or adaptive equipment. Ability to safely lift, transport, or move objects up to 15 lbsregularly and up to 25 lbs occasionally. Vision capabilities sufficient to view screens, read printedmaterials, and observe work environments (with or without assistivedevices). Work Environment The noise level in the work environment is usually quiet tomoderate. Please note that this position is not eligible for current orfuture H-1B or other employment visa sponsorship. LCCC is an equal opportunity employer. LCCC Internal candidates must apply within 15 days ofposting. Salary is restricted to above range and will not exceed themaximum of the range. Salary offers are non negotiable and offersare determined and are based upon related work experience submittedon resume. Foreign degrees – must provide a US equivalency report of your degree credentials with your transcript, if not, yourresume will not be accepted. Position open until filled. #J-18808-Ljbffr