Customer Support Technician

Company History Since 1995, Solutions Management Group (SMG), one of the Quad-Cities’ largest locally owned technology services company, has been delivering complete office solutions to clients backed by the highest quality vendors in the industry. Originally a Xerox sales agency, SMG has since transformed into a managed print services vendor and is experiencing much success as the first to perfect the model. SMG also automates workflows with the use of the DocuWare software. Automating workflows help companies go paperless, which, in turn, significantly reduces expenses and increases revenue and competitive edge. SMG partnerships include companies such as Ricoh, Xerox, DocuWare, Print Audit and Moline-based Rouse Consulting Group. We believe that each employee contributes to Solutions Management Group’s growth and success. We hope you will take pride in being a member of our team. Job Purpose The Customer Support Technician provides direct support of computers, peripheral equipment, software, and converged educational technology through the Customer Support Services Team (CSS) at Eastern Iowa Community College. This includes all equipment from the network’s edge to the end user and encompasses a wide range of computer and audio/visual peripherals including, but not limited to, projectors, displays, document cameras, audio amplification and similar equipment. The position provides operational support and incident resolution for both individual components and systems and works closely with end-users to solve both technical and operational problems. The Customer Support Technician will document solutions and to work closely with the Customer Services Support Team, the Service Desk, and the System Administrators to efficiently resolve issues. Primary Job Responsibilities Provides excellent customer service to all Eastern Iowa Community College staff and students Install, supports, and repairs College computers, peripherals, software, and educational technology equipment Interfaces effectively, efficiently, and professionally with end users to resolve issues related to effective use of technology Travels to on-campus and off-campus facilities for installation, demonstration, maintenance and repair of equipment Observes and reports equipment performance deficiencies Promotes self-service and coaches end users to use self-service when remote or desk side visit could have been avoided Provides on-going operational training to end-users with hands-on training and/or writing technical support documentation for installed classroom systems. Provides set-up, operation and teardown of AV support for miscellaneous college events Qualifications Employee must be able to execute strong customer service skills Associates Degree or Certificate/Diploma in computer science or related field One to three years of recognized success in Desktop Support, Audio/Visual Support, educational technology, or a related field Computer knowledge: Microsoft Word, Power Point and Excel, MAC operating system, and Adobe Flash Media Live Preferred Education/Experience Comp TIA A+ Certification InfoComm CTS Certified Technology Specialist Three to Five years of recognized success in Desktop Support, Audio/Visual Support, or a related field Experience supporting Higher Education Valid driver’s license Benefits * Health, Dental, and Vision insurance

• Paid premiums for Short Term Disability/Long Term Disability Insurance
• Paid $10,000 Life Insurance policy
• Section 125 Flex Spending Account
• 401(K) Retirement Plan
• Vacation Pay
• Paid Time Off
• Holiday Pay
• Employee Assistance Program