Customer Support Technician

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 Solutions Management Group is an Equal Opportunity Employer #J-18808-Ljbffr