IT Customer Support Technician

About Oakton Community College :
For over 40 years, Oakton Community College has been the setting where thousands begin or continue their college or career studies. Educating people of all ages, from all walks of life and from more than 40 nations, Oakton focuses on improving the quality of life for everyone who enters its doors.

Job Description:
Basic Function and Responsibility:
Under general supervision, provide customer service, help desk support and oversee the operational activities of designated computer labs, to facilitate the instructional programs of the College; supervise, train and monitor student employees; assist users with lab-specific hardware and software as necessary. Assist in the technical support of all media related technologies including classroom equipment, videoconferencing, lecture capture, video streaming, and special events.

Provide technical support to all faculty, staff and students in the use of Microsoft Windows-compatible and/or Macintosh computers, Microsoft Server and various lab software packages. Analyze, diagnose, and troubleshoot audio visual, instructional media and related computer and networking equipment.

Respond to inquiries, problems and complaints from faculty, staff, students and others regarding technology facilities, services and resources. Assist help desk telephone, evaluate all problems, provide direct solution or route call to the appropriate IT functional area. Document and track all solution processes through computer aided tools. Exercise discretion in the application and handling of confidential materials and passwords.

In conjunction with full-time lab coordinators, supervise and train student employees and other users as appropriate in proper lab procedures, lab-specific hardware and software use, both network & standalone and copyright law restrictions as they may apply.

Assist faculty, students and others in the use of Oakton media technologies and troubleshoot their problems in real time (e.g. during classes or presentations). Provide and direct the delivery, set up, and return of media & computer based equipment used in classes, meetings, instructional spaces, and special events.

Implement security procedures regarding the safety of Oakton technology users, in computer labs, classrooms and event spaces.

Assist and take instruction from the Microcomputer Lab Coordinator with installation of lab-specific hardware and software; maintain and monitor lab equipment and provide basic diagnostic assessment/repair when possible; work with the Microcomputer Lab Coordinator to coordinate hardware repair and replacement, when required; implement hardware and software security procedures.

Perform other job related duties as assigned

Requirements:
A high level of interpersonal and communication skills and the ability to deliver services in an environment where there is an emphasis on customer service are required.

Associate’s degree including course work in computer science and/or data processing is required; an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired may be considered in lieu of the degree.

Two years of work experience with Microsoft Windows-compatible and Macintosh microcomputers, network operations and/or other microcomputer systems is required.

Two years of experience with College-supported mainstream software applications (i.e. word processor, spreadsheet/database, and web browser) is required.

Two years of related experience including a thorough knowledge of audio, video, projection, lecture capture and video conferencing is preferred.

Prior supervisory experience is desirable.

Ability to work evenings/weekends is required.

Additional Information:
Physical Demands:
Work requires some lifting of items weighing up to 30 pounds, some stooping, kneeling, crouching, and/or crawling and use of ladders. The job is performed in a generally hazard free environment.

HOURS :
25 hours per week

Monday through Thursday 5:45 pm – 10:00 pm; Saturday 7:00 am – 3:30 pm

(During summer schedule, the college is closed Saturdays; additional weekday hours may be added to compensate for Saturday closures)

SALARY : $21.37 hourly

Application Instructions:
For further details, visit our website at www.oakton.edu and select the Employment link to view Employment Opportunities.

Please be sure to have a current resume, cover letter, and list of, at least, three (3) professional references with contact information prepared to submit with your application. One (1) of the references must be your most recent, direct supervisor.

Oakton Community College is an equal opportunity, affirmative action institution, committed to employing competent, qualified individuals. Oakton Community College does not discriminate on the basis of race, color, creed, religion, national origin, disability, age, marital status, military status, socioeconomic status, sex or gender, gender identity, or sexual orientation in admission to and participation in its educational programs, college activities and services, or in its employment practices.

Posted positions may be removed from the Oakton website without notice when it is determined that no additional applicants are required.

URL: www.oakton.edu