Technology Support Technician

Technology Support TechnicianThe Technology Support Technician performs duties related to the department's user support functions. Adheres to established processes and procedures for technology support and service delivery. Ensures efficient and effective resolution of technical issues to support the department's operational goals.Duties & ResponsibilitiesProvides reliable and efficient server, software, and hardware support to the SFCC Community remotely, over the phone, via email, or in person, coordinating with team members to resolve user problems. Installs, manages, and maintains classroom multimedia technology and other instructional technology such as, but not limited to Extron controllers, smart boards, LCD projectors, computers, speaker system, flat panel TVs, and lecterns. Provides technology support for large events, such as conferences, graduations, and departmental meetings.Provides follow-up to users' requests, incidents, tickets, and work orders to ensure proper response and satisfactory resolution, escalating unresolved tickets to appropriate team members. Educates users on procedures for resolving or preventing recurrence of technical problems and discusses technical issues with customers in non-technical and comprehensible terms, maintaining a strong service focus.Documents, tracks, and monitors users' requests in the Office of Information Technology (OIT) ticketing system while assisting OIT staff to develop technical processes, as well as documentation and knowledgebase articles, effective in quickly addressing user problems.Participates in OIT project and change management and new initiatives. Actively participates in continual improvement of service delivery following industry-accepted models.Operates, supports, and works with AV system integration products, smartboards, projectors, computers, thin clients, servers, printers, tablets, phones, and other devices.Maintains and updates hardware and software inventory and evaluates and recommends new and replacement technologies.Attends educational programs, workshops, and seminars to learn new developments in the IT industry.Minimum Qualifications:Bachelor's degree in computer science, computer and information technologies, or related fieldOR Associate's degree in computer science, computer and information technologies, or related field and 1 year of relevant experienceOR High school diploma (or equivalent) and 3 years of relevant experiencePreferred QualificationsMCDST or CompTIA A+ certificationExperience with the installation, configuration, and troubleshooting of Windows operating system and other office productivity applications including Microsoft Office and Adobe products.Experience supporting desktops, laptops, tablets, thin clients, projectors, and a variety of peripheralsApplicable experience in a higher education settingKnowledge, Skills, and AbilitiesDemonstrated technical aptitude, initiative, and commitment to continuous learning. Strong customer service skills with a client-focused approach.Strong analytical, troubleshooting, and problem-solving skillsOrganization skills and ability to manage multiple assignments and prioritiesCommitment to maintaining privacy, security, and confidentiality.Ability to communicate technical guidance and instruction effectively to users, with varying levels of technical proficiency, on the use of PC, application, and systems.Knowledge of Microsoft and Apple operating systemsKnowledge and skills in troubleshooting and configuration of computer hardware, printers, projectors, software installation, system maintenance, and operationsBasic knowledge of networking principlesSkills in utilizing and deploying Microsoft Office and Adobe productivity applicationsKnowledge of related ITIL 4 principles and practicesSkills with Active Directory object management and group policySkills in working with Microsoft Configuration Manager and other client management toolsAbility to collaborate with Office of information technology, and members of the campus community while demonstrating professionalism, courtesy, tact, and sound judgment.Knowledge of AV system integration products, such as Extron and CrestronSkill in record keeping.Skill in problem solving, time management, computer use, listening, and critical thinkingPhysical DemandsModerate physical activity is required, including lifting objects up to 50 pounds or standing and/or walking for more than four (4) hours per day.Work is normally performed in a typical interior/office work environment.Work HoursThis role will be required to work onsite in Santa Fe, New Mexico.Typically, 8:00 am – 5:00 pm, Monday through Friday.May be required to work after hours and/or weekends.