Client Technologies Technician I

This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.

About the Role

The Client Technologies Technician I will be responsible for supporting services including audio/video, mobile technologies, and printers. Will consult with customers (staff, faculty, students, and campus visitors) regarding repairs, troubleshooting, and upgrades. The Client Technologies Technician I will assist College faculty, staff, and students with the use of information technology via printed or web-posted material, telephone, e-mail, and/or in person. This position is a member of a 24/7/365 global department.

Responsibilities

• Provide desktop and AV support to all faculty, staff, and students.
• Assist with the planning, setup, and monitoring of campus/AV events including calendar & AV appointments.
• Support and maintain PCs & peripherals, audio/video equipment, mobile technologies, and printing technologies.
• Diagnose, resolve, report, and track PC and/or AV campus, centers, and system office hardware and software problems.
• Troubleshoot technical issues and perform diagnostic analyses to determine problem root cause.
• Provide customer support through on-site diagnosis, group training, software or hardware problem resolution, and analysis of existing documentation.
• Monitor TekManager to ensure all projectors and AV podiums/carts are working properly.
• Monitor the ticket queue to ensure that service level agreements are being met and customers are being taken care of in a timely manner.
• Maintain maintenance schedule to perform semester room checks.
• Work with OTS team members to improve user experience.
• Deploy lab environment computers and maintain software development and hardware changes to fit class needs.
• Responsible for other reasonable, related duties as assigned.

Requirements

• Understanding of Windows and Mac operating systems.
• Must have strong customer service orientation.
• Ability to explain technical subjects to non-technical as well as technical customers.
• Ability to lift up to 50 pounds without assistance.
• Ability to troubleshoot problem components and prioritize them; draws on experience and knowledge of available resources (manuals, colleagues, vendors, etc.) to find solutions.
• Demonstrated ability to suggest ways to improve team's work methods and procedures.
• Ability to seek input from others and actively invites them to review his/her work or ideas at draft stage.
• Ability to share relevant information with team members and/or customers that may be affected; actively participates in informal or formal group problem solving with regard to immediate issues.
• Demonstrated decision making guided by general instructions and practices requiring interpretation.
• Ability to meet established deadlines and work standards.
• Ability to guide others in carrying out routine tasks and help team members and/or customers think through alternatives and choices.
• Ability to seek opportunities and sets some goals for own development.

Physical Abilities

The work requires some physical exertion, such as long periods of standing; walking over rough, uneven or rocky surfaces; recurring bending, crouching, stooping, stretching, reaching or similar activities; or recurring lifting of moderately heavy items. The work may require specific, but common, physical characteristics and abilities, such as above-average agility and dexterity.

Work Schedule and Conditions

• Equipment used includes PC workstation running on a LAN in a Microsoft Windows or Mac environment, calculator, phone, and other general office equipment.
• Interface with internal and external contacts as needed to carry out the functions of the position.
• Work is performed both indoors in a climate-controlled office environment and outside in non-climate controlled areas.
• May regularly travel to different LSC locations.
• May be fully reassigned to other LSC locations if necessary.
• May need to work weekends and outside of core business hours if necessary.

Qualifications

Required:

• High school diploma or GED and at least 1 year of prior experience.

Preferred:

• Associate degree.
• 2 years of related work experience.
• Experience working with clients, including effective communication skills.
• Practical experience and specialized training; college degree, technical credentials, or equivalent experience in one or more areas of IT (e.g., PC, Mac, etc.).
• Demonstrated experience in hardware troubleshooting and repair.
• Microsoft Certified Solutions Associate (MCSA).
• Microsoft Certified Professional (MCP).
• ITIL Foundations or industry recognized equivalent.
• CompTIA A+ Certification or industry recognized equivalent.
• LSC LeapAV Certification.

Pay

Hiring salary range is: $37,088 - $53,786. Where your salary offer would fall in that range is determined by your related experience and education.

Benefits

By joining our top-notch institution, you will enjoy being a part of an organization that offers a supportive, collegial work environment and excellent work/life balance. This includes:

• A full comprehensive and competitive benefits package.
• A generous number of paid holidays and vacation days.
• Wellness programs.
• Tuition waiver.
• Professional development opportunities and more.