Advertised Position Title: IT Support Technician Job Description: Essential Functions: Identify, diagnose and resolve/escalate first line customer request for technical assistance in an effective and efficient manner while making every effort to solve reported problem during the first point of contact. Assist Faculty and Staff with navigating device operations, password resets, console logins, and AV display configurations. Troubleshoot, identify, diagnose and resolve computer hardware, software and peripheral equipment issues affecting computer environments. Install, configure, update and maintain computer hardware, software and peripherals, based on technical documentation. Document installations, configurations, repairs and updates. Create and maintain documentation of processes and procedures. Provide support related to operation, maintenance and/or inventory control of audiovisual/IT equipment, technologies and services. In an accurate and informative manner create, modify, assign/dispatch IT personnel, and close tickets in the Help Desk ticket tracking management software. Assist in establishing guidelines and procedures regarding Help Desk and Computer Technician procedures and practices. Assist other IT staff to provide service and support for Owens’ technology environment. Assist students and staff at the Help Desk Service Counter when called to. Respond to notifications, alerts and communications through portable electronic devices including pagers, cell and smart phones and/or laptops in accordance with the IT standards. Collaborate with co-workers and IT Leadership to conduct or participate in department and college meetings, in-service activities, trainings, seminars, presentations and other department and college activities. Stay current with changes and updates of college supported software and hardware. Accurately communicate pertinent information to IT personnel, Faculty, Staff and Students with procedures, documentation, outages and scheduled maintenance. Communicate with equipment and software vendors to resolve problems. 'Assist other IT Staff with repair work. Supervise student workers. Knowledge, Skills, and Abilities: Knowledge: Working knowledge of Microsoft Office products, Web based applications, computer applications, computers, peripherals, software packages, and audiovisual equipment. Skills: Good oral and written communication skills. Excellent problem solving skills and the ability to work with people over the telephone and in-person. Abilities: Ability to diagnose computer problems. Ability to work with all levels inside an academic institution including faculty, staff, students and administration. Ability to react quickly when the situation calls for quick response. Ability to work under pressure and respond in appropriate manner. Ability to adhere to professional conduct. Minimum Requirements: Associate Degree or certificate in computer related field. 2 years experience in IT preferred. Union Position: Owens Faculty Association Job Classification: Staff Duty Days: 260 Days Work Schedule: M-F, 8am-5pm Grant Funded Position: No - Not Grant Funded FLSA Status: United States of America (Non-Exempt) Pay Basis: Hourly Hiring Range More than 1,380 full- and part-time employees contribute to Owens' success. A competitive benefit package and challenging work environment allows Owens to attract the most qualified individuals to support the College's mission. Founded in 1965, Owens continues to offer an affordable, quality education to those who are seeking an associate degree, continuing education courses and professional development. The Owens Community College Toledo-area Campus covers more than 280 acres and is located just five minutes from downtown Toledo. The Findlay-area Campus is located at 3200 Bright Road in one of Ohio's most progressive cities. There are many job opportunities available on both of our campuses. Apply today and become part of our inclusive culture that embraces and celebrates diversity. Owens Community College is an Affirmative Action/Equal Opportunity Educator and Employer. We are committed to a multicultural environment and strongly encourage applications from women, minorities, veterans and persons with disabilities. In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position with Owens Community College, please call (567) 661-7527 or email [email protected]

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