Computer Technician Level 1

　　Job ID 1612

　　December 13, 2023

　　Department: IT CustomerSupport Employee Group: https://www.grcc.edu/sites/default/files/docs/humanresources/meetconferhandbook_2020-03.pdf Schedule: Full Time, Non-Exempt

　　Compensation: $21.50 per hour

　　Benefits: https://www.grcc.edu/faculty-staff/human-resources/benefits-insurance/medical-plans/new-hire-benefit-enrollment

　　Reports to: IT Technician Team Coordinator

　　Posting Closes: Open Until Filled with initial review the first week of January, 2024

　　SUMMARY

　　Reporting to the IT Technician Team Coordinator, the Computer Technician supportscampus end users, delivering exceptional support and hardware maintenance services within the desktop computing environment. This role involves diagnosing, repairing, maintaining, and upgrading PC hardware, software, and related equipment to ensure optimal workstation performance. This position is responsible for tracking and documenting end user support activities using the service management solution, ensuring accurate and timely troubleshooting and assistance.

　　Thisposition is part of a team, focusedon providing exceptional service that exceedsuser expectations. The proper candidate is a motivated self-starter with strong interpersonal skills, a desire to learn and expand technical proficiencies, and the abilityto work withina collaborative, team-oriented environment.

　　ESSENTIAL FUNCTIONS

　　• Provide onsiteanalysis, diagnosis, and resolution of complex desktopproblems for end users, includingoffsite repair for remote usersas needed

　　• Install, configure, test, maintain, monitor,and troubleshoot end-userworkstations and relatedhardware and softwarein order to provide the most optimized desktop computing environment.

　　• Assess and implement performance upgrades for collegeendpoints, optimizing efficiency and productivity.

　　• Manage day-to-day warranty calls and process computerhardware warranty orders,ensuring seamless hardwarefunctionality.

　　• Foster cross-team collaboration to guarantee the smooth operation of the college's desktop computing environment.

　　• Document all support instances meticulously within the service management system, maintaining accurate and detailed records.

　　• Contribute to hardware relocation efforts and maintaina meticulous inventory of all components and equipment.

　　• Actively participate in the hardwareprocurement process by evaluating potentialhardware and providingvaluable feedback.

　　• Develop comprehensive technical support documentation for the CustomerSupport knowledgebase.

　　• Review Customer Supportknowledgebase articles as a part of the continuous improvement process.

　　• Facilitate the collection, preparation, and deployment of loaner equipment for staff and students, ensuringuninterrupted workflow.

　　• Maintain an organized inventory of monitors, keyboards, hard drives, cables,adapters, network cards,tools, supplies, and other components.

　　• Follow through with end users to ensurecustomer satisfaction.

　　• Provide mentorship and comprehensive onboarding to new IT students and contingent staff.

　　• Regular attendance during normal scheduled hours is required.Being present is essential for serving customersand performing the essential functionsof this position.

　　• Perform other dutiesas assigned by the supervisor.

　　JOB SPECIFICATIONS

　　Education Credentials

　　• Associate's degreepreferred. Concentration in electronics, computerscience, or relatedfield or equivalent combination of educationand experience desired

　　• Equivalent combination of education and experience is high