Support Technician

To apply for this position, please see link below:

Support Technician in Nelsonville, Ohio | Careers at Hocking College (icims.com)

As a Support Technician at Hocking College, you will work to support the technology presence at the institution to recommend or perform complex or remedial actions to correct problems using remote diagnostic and remediation technology and tools, or at user locations. You will guide and may supervise student workers. You will provide consultative support to department managers and end users directly related to the general business operations, software systems, including technical assistance and training to system users.

Where you will make an impact

• Recommending or performing complex actions to correct problems, remediation technology and tools, on campus or at user locations to install, modify, or make repairs to computer hardware and/or software.



• Supporting campus classrooms and labs.



• Supporting major computer system and laptop deployments, and similar projects.



• Testing and evaluating specified software packages, proposed hardware and software to determine efficiency, reliability, and compatibility with existing computer systems and peripherals



• Responding in a timely fashion to client inquiries and escalated issues concerning operation



• Maintaining the highest level of customer service as set forth by the Ellucian general competencies.



• Providing regular updates to tickets within the work queue with frequency depending
  on priority level.



• Providing updates, status, and completion information to management regarding all assigned incidents, requests, and projects



• Properly delegating appropriate work to student technicians based on need and workload.



• Providing consultative support to end users directly related to general business operations, software systems, technical assistance, and training to system users.



• Producing relevant documentation surrounding operational processes and process improvement.

What you will bring

• PC Troubleshooting and Support (Windows 10, OSX) experience



• Microsoft Applications troubleshooting and support experience, including Office O365



• Mac Troubleshooting and Support experience



• Must be self-motivated, detail-oriented, and able to take initiative to resolve problems and meet deadlines in a fast-paced environment.



• Must be available for flexible coverage for special events or emergencies



• Ability to interface with faculty, staff, students, and administrators courteously, effectively, and professionally in a non-confrontational manner.



• The ability to work cooperatively as part of a team and with people of varying levels of expertise is required.



• Superior verbal and written skills, encompassing complete understanding on the English language with exceptional communication skills.



• Excellent time-management, planning and interpersonal skills.



• Effectively manage scope and customer expectations on individual assignments.



• A Certification, CCNA desired