Technical Support Representative

Salary: $20.74 - $23.23 Hourly
Location : Kingman, AZ
Job Type: Full-time
Job Number: 13-01700
Department: Information Technology
Opening Date: 10/07/2026
Closing Date: 10/21/2026 3:00 PM Arizona
About Mohave College:: Located about 100 miles southeast of Las Vegas, Nevada, Mohave College is a comprehensive community college serving Mohave County in the northwest portion of the State of Arizona and its neighboring communities in California, Nevada, and Utah. With over 13,000 students each year on campuses in Kingman, Lake Havasu City, Bullhead City, and Colorado City, and an extensive online education program, Mohave College's mission is to serve our communities, empowering students to succeed through innovative pathways and quality education.


Description
Join Mohave College's Information Technology team and make a difference every day by helping students, faculty, and staff connect, learn, and succeed through technology. As a Technical Support Representative, you'll be more than a technical resource; you'll be a trusted partner who helps users navigate technology challenges with confidence. Through exceptional customer service, problem-solving, and collaboration, you'll support a secure, connected, and innovative technology experience that advances the College's mission and strengthens our communities.

As a member of the Information Technology team, the Technical Support Representative reports to the Technical Support Manager and serves as a key connection between users and the college's technology services. This position provides technical support, troubleshooting, and guidance related to institutional technologies, Microsoft 365 services, and account access. Leveraging knowledge of college policies, procedures, and systems, the Technical Support Representative helps users resolve issues, access resources, and connect with the appropriate departments or technical specialists when additional assistance is needed.

Individuals in this non-exempt position are expected to be available during the normal business hours of the college, and may occasionally be asked to work non-traditional hours, including holidays and weekends, as needed.
What We'll Love About You

• You act with integrity. You build trust through honesty, professionalism, and responsible handling of sensitive information.
• You take initiative. You are proactive, resourceful, and look for ways to solve problems, improve processes, and enhance the customer experience.
• You put people first. You enjoy helping others and creating positive experiences through friendly, responsive service.

• You communicate clearly. You can explain technical information in a way that is easy to understand and act upon.

• You solve problems. You enjoy troubleshooting issues, finding solutions, and helping users get back on track.

• You take ownership. You are dependable, detail-oriented, and follow through to ensure issues are resolved.

• You work well with others. You value collaboration and contribute to a supportive, team-oriented environment.

• You keep learning. You stay curious, embrace new technologies, and look for opportunities to grow your skills.

What You'll Love About Us

• We live with integrity. We communicate openly, invite collaboration, and make decisions transparently. Respect and authenticity guide every interaction, ensuring trust within our teams and across our campuses.

• We create the future. At Mohave College, curiosity drives everything we do. We inspire innovation, take smart risks, and transform challenges into opportunities for growth. Together, we design new possibilities as we shape the future of education and workforce development.

• We engage with passion. We bring energy, purpose, and heart to our work. Whether we're welcoming new students, collaborating on ideas, or celebrating achievements, we lead with enthusiasm and a sense of fun.

• We build together. Diversity of thought, background, and experience is our greatest strength. We believe every voice matters and that collaboration fuels creativity. By empowering one another and working toward a shared vision, we amplify our collective impact.

• We care deeply. We care about our students, our colleagues, and our communities. Every action we take is grounded in service and compassion because helping others succeed is at the heart of who we are.

Typical Duties

1. Provide professional and courteous support through phone calls, emails, service tickets, and live chat. Resolve customer issues whenever possible or route inquiries to the appropriate department, faculty member, or staff member.
2. Provide end-user support for account access, multi-factor authentication (MFA), and security-related issues, account recovery, and access errors while adhering to established security procedures and best practices.
3. Provide technical guidance, navigation assistance, onboarding support, documentation, and plain-language instruction that enables effective use of institutional technologies and services.
4. Protect the privacy, confidentiality, and security of sensitive information and student records by adhering to FERPA regulations, college policies, and all applicable state and federal regulations during all support activities and transactions.
5. Maintain accurate daily call logs, customer interaction records, departmental reports, and related documentation to support operational reporting, trend analysis, workload tracking, and compliance requirements.
6. Collaborate with faculty, staff, administrators, and technical teams to identify trends, resolve issues, improve technology adoption, and recommend process improvements that enhance user experience, operational effectiveness, and institutional goals
7. Identify, prioritize, and escalate incidents or situations requiring immediate attention to the appropriate supervisor or department.
8. Perform timely and consistent follow-up with customers to ensure issues are resolved and service expectations are met.
9. Conduct outbound communications, including returning voicemail messages, responding to missed calls, and providing updates related to tickets, emails, support requests or account security concerns.
10. Maintain knowledge in college services, policies, procedures, technologies, cybersecurity practices, and emerging technology trends to provide effective support, promote best practices, and contribute to the development of training for users.
11. Assist in the creation, review, maintenance, and distribution of user-friendly knowledge base articles, FAQs, and guides that support students, faculty, staff, and administrators in the effective use of college technologies and services.
12. Perform other duties of a similar nature and level as assigned.

Qualifications

Minimum
• High school degree or related discipline.
• Two (2) or more years of experience in an office setting or related discipline.
Preferred

• Two (2) or more years of experience in a community college, high education setting, or related discipline.
• Knowledge and experience in the desktop support field, including software, hardware and peripheral troubleshooting.
• Two of the following certifications, or the ability to obtain within the first six months of employment:

• • • CompTIA IT Fundamentals
    • Microsoft Certified: Azure Fundamentals
    • Microsoft Certified: Security, Compliance, and Identity Fundamentals

Core Competencies:

• Accountability - Works effectively while not losing sight of quality standards. Takes personal responsibility for his own mistakes or those of the department. Takes responsibility for own behavior and the related results. Communicates clearly to stakeholders when deadlines and agreements cannot be fulfilled.
• Analytical Thinking - Uses resourcefulness to tap as-yet-unknown sources. Integrates and analyzes all relevant data and information and reduces that information down to manageable components and/or charts, diagrams or graphs. Identifies a number of solutions to the problem by identifying and evaluating the various options developed and selects the most effective solution.
• Coaching and Developing Others - Guides others on how to anticipate, define and solve problems. Identifies areas for and supports employee development opportunities. Participates in specific assignments or projects to challenge and stretch own abilities and self-confidence. Gives others the autonomy to approach issues in their own way, including the opportunity to make and learn from mistakes.
• Effective Communications - Receives and learns from feedback. Builds effective formal and informal communication channels. Shows tact and diplomacy while maintaining open, honest dialogue with coworkers and campus partners. Keeps relevant people accurately informed and up-to-date of both positive and potentially negative information. Actively listens to and synthesizes perspectives of others.
• Decision-Making & Judgment - Gathers information on an issue, impartially considering all sides and makes logical decisions that are clear. Evaluates positive and negative alternatives within time and resource constraints. Always has 'big picture' in mind and helps others see it. Uses sound judgment and integrity to make clear, transparent decisions.
• Ethics & Integrity - Demonstrates respect for all team members regardless of individual capabilities, agendas, opinions or needs. Directs others towards behavior based on accepted social and ethical codes. Limits information sharing to only those entitled to it. Takes responsibility for and is transparent in his/her own actions.
• Technical Proficiency - Understands the technical difficulty and complexity of work undertaken and advises others accordingly. Seeks to learn additional technical skills and or build knowledge relevant to the job role. Accomplishes the technical tasks required by the work unit largely independently. Seeks other professionals and specialists to collaborate on innovative application of technical proficiency. Ensures the appropriately applied procedures, requirements, regulations, or policies related to specialized areas of expertise in the production of work-unit outputs or results

Application Instructions

Application Instructions
It is the responsibility of each applicant to have all the following documents on file in the Employee Services office by the deadline date in order to continue in the application process for this position. Application materials will not be returned.

1. A complete online employment application form. Please do not state 'see resume' on any part of the application. Blank spaces may be cause for rejection of the application.
2. Cover letter addressing the criteria listed in the job announcement and your qualifications for this position.
3. Resume or curriculum vitae. Optional, but encouraged.
4. Transcripts of all college work. (Unofficial transcripts or photocopies will be accepted to establish the application file. Official transcripts will be required if the candidate is offered the position.)

Important Notes :

• If any of the above listed materials are missing or incomplete, the application will not be considered.
• Items 2-4 may either be attached electronically to the application or mailed to the address below (position number must be included on all documents):

Mohave College
Employee Services
1971 Jagerson Avenue
Kingman, AZ 86409
Benefits

• Medical/Dental/Vision/Life Insurance HSA - see more detailed information here
• PTO
  • 120 hours per year - Staff
  • 18 hours per year - 9-Month Faculty
  • 35 hours per year - 12-Month Faculty
• Paid Holidays
  • 21 days - Staff
  • 26 days - 9-month Faculty
  • 39 days - 12-Month Faculty
• Sick Leave - 40 hours per year
• ASRS (Arizona State Retirement System- 11.98% average contribution & Mohave College matches 100%)
• Hybrid/Remote Work - Hybrid and remote work options may be available depending on the position, departmental requirements, and the operational needs of the College.
• Modified work schedules may be available depending on the position, departmental requirements, and the operational needs of the College.
• Tuition Voucher (to use towards Mohave College courses)
• Summer hours - 4-day work week

01


In one or two brief sentences, please explain why you are interested in this specific position at Mohave College.
02


What statement best describes your ideal work environment.

• There are rules, policies, procedures, and standards for everything and they rarely change.
• There are rules, policies, procedures, and standards for everything but they are added to, deleted, and change regularly.
• I am allowed to set my own standards and procedures as long as they fall into the overall parameters of the department. Once I set up my procedures, I rarely change them.
• I am allowed to set my own standards and procedures as long as they fall into the overall parameters of the department. I change my procedures all of the time.

03


To help us with our recruitment efforts, please tell us how you heard about this opening. Thank you.
Required Question