IT Support Technician I, II, and III (AV Support)

Class Description

Join the IT team at CCBC, where you’ll provide essential technical support while playing a key role in audiovisual (AV) technology across campus. As an IT Support Technician, you’ll assist faculty, staff, and students with general IT troubleshooting, software and hardware maintenance, and classroom technology.

Minimum Requirements

• IT Support Technician I: High School diploma/GED and one year of related experience, candidates currently enrolled in college or Associate’s Degree preferred. Knowledge of and familiarity with support of assorted computer software, hardware and multi-media equipment required. Help Desk Institute (HDI) Customer Service Representative Certification is preferred.
• IT Support Technician II: Associate’s Degree and three years related experience; knowledge of and familiarity with supporting assorted computer software, hardware and multi-media equipment and ability to troubleshoot and prioritize technical problems; One professional or technical certification (HDI Customer Service Representative, HDI Support Center Analyst, HDI Desktop Support Technician, HDI ITIL Foundation, CompTIA A+, CompTIA Net+, MS MCDST, or MS SCCM).
• IT Support Technician III: Associate’s Degree and four years related experience; knowledge of and familiarity with supporting assorted computer software, hardware and multi-media equipment and ability to troubleshoot and prioritize technical problems; Help Desk Institute (HDI) Customer Service Representative Certification required, certification may be acquired within 6 months of employment. One other technical certification required such as CompTIA (e.g. A+, Net+) Infocomm CTS, or Microsoft certifications (e.g. MCSA, MCSE).

Essential Duties

• IT Support Technician I: Receive, prioritize, schedule and fulfill help desk requests for hardware, software, network and media support in faculty and staff offices as well as labs and classrooms. Provide ongoing maintenance of hardware, software and smart classroom media devices and presentation equipment. Assist with setup and operation of media programs, seminars, board meetings, and any other special events that occur on or off campus. Assist with tracking and update of hardware and software asset inventory. Coordinate outsourced hardware repairs.
• IT Support Technician II: Receive, prioritize, schedule and fulfill help desk requests for hardware, software, network and media support in faculty and staff offices as well as labs and classrooms. Provide ongoing maintenance of hardware, software and smart classroom media devices and presentation equipment. Assist with setup and operation of media programs, seminars, board meetings and any other special events that occur on or off campus. Assist with tracking and updating of hardware and software asset inventory. Coordinate outsourced hardware repairs. Setup and provide basic support for desktop and client software.
• IT Support Technician III: Receive, prioritize, schedule and fulfill help desk requests for hardware, software, network and media support in faculty and staff offices as well as labs and classrooms. Provide ongoing maintenance of hardware, software and smart classroom media devices and presentation equipment. Assist with setup and onsite support of media programs, seminars, board meetings and any other special events that occur on or off campus. Assist with tracking and updating of hardware and software asset inventory. Coordinate outsourced hardware repairs. Provide advanced installation and support for desktop and client software. Image computers using prevailing software; clean malware and recover/re-image systems as needed. Train other Help Desk Analysts, as needed. Assist in planning and implementing upgrades, replacements and special projects. Provide network administration and support.

Position Specific Essential Duties

• IT Support Technician I: Provide first call resolution, escalating trouble tickets to appropriate support personnel as needed. Provide immediate response to smart classroom calls for technical assistance (AV button alerts). Assist Tier II and Tier III to support special project implementations. Assist in upgrades and rollouts of computer and or media equipment and install and maintain computer labs. Provide ongoing maintenance for smart classrooms.
• IT Support Technician II: Provide first call resolution, escalating trouble tickets to appropriate support personnel as needed. Provide immediate response to smart classroom calls for technical assistance (AV button alerts). Assist Tier II and Tier III to support special project implementations. Assist in upgrades and rollouts of computer and or media equipment and install and maintain computer labs. Provide ongoing maintenance for smart classrooms. Install desktop software using deployment console. Set up IP printing. Set up email (Outlook) client on desktops. Schedule and set up web video conferences and/or conference calls.
• IT Support Technician III: Provide first call resolution, escalating trouble tickets to appropriate support personnel as needed. Provide immediate response to smart classroom calls for technical assistance (AV button alerts). Assist Tier II and Tier III to support special project implementations. Assist in upgrades and rollouts of computer and or media equipment and install and maintain computer labs. Provide ongoing maintenance for smart classrooms. Install desktop software using deployment console. Set up IP printing. Set up email (Outlook) client on desktops. Schedule and set up web video conferences and/or conference calls. Work with Tier II to create computer deployment images. Package and install client software for server based applications and maintain client software licenses. Perform Active Directory maintenance tasks.

CCBC Full Time Benefits

• Health and Medical: CIGNA Cigna Open Access Plus (OAP) Cigna Open Access Plus In Network (OAPIN) KaiserPrescription Drug Benefits: For CIGNA Plans - included in Cigna Plan Medical Premiums Kaiser - included in Kaiser Medical Premium Mental Health Emotional, drug/alcohol abuse treatment, both inpatient and outpatient, provided when pre-approved. Premium included in medical care plan. Dental Benefits: CareFirst Blue Cross/Blue Shield Regional Traditional CareFirst Blue Cross/Blue Shield Regional Preferred Vision Benefits NVA Flexible Spending Accounts Benefit Strategies Health Spending Account $2,600 Benefit Strategies Dependent Care (children under 13 and elder care) $5,000
• Financial: Term Life Insurance: MetLife Employee Basic Life Insurance is 1 times your salary with a minimum of $50,000 (90/10) Employee Supplemental Life Insurance is available in multiples of $10,000 with a maximum of $200,000. Supplemental Term Life Insurance is available for spouse (increments of $10,000 to a maximum of 50% of employee combined basic and supplemental amount) and dependents ($10,000). Supplemental Term Life Insurance is 100% employee paid. Permanent Whole Life Insurance: Unum Permanent Whole Life Insurance with Optional Long Term Care rider available through Unum. Available to full-time employees, part-time associates, and adjunct faculty. Spouse and dependent coverage available. Permanent Whole Life Insurance accrues cash value, premiums will not increase, and coverage will not decrease. Permanent Whole Life Insurance is 100% employee paid. Accidental Death & Dismemberment: The Hartford Individual or Family Coverage. Employee pays a rate in multiples of $10,000 to a maximum of $300,000. Long-Term Disability Plan pays 60% of gross monthly salary after 90 consecutive days of absence. Employee pays 100% of premium. Retirement Plans: Maryland State Teacher’s Pension System (7% contributory) Optional Retirement Plan (non-contributory) Baltimore County Employees’ Retirement System (7% contributory) Supplemental (Retirement Annuities) 403(b) and 457(b) Tax-sheltered annuities – 403(b). Payroll salary reduction authorization is needed. The form is available on SharePoint Forms/Human Resources Forms. The 403(b) supplemental retirement plan is available to all CCBC employees (Adjunct Faculty, Part Time Associates and Full Time employees). Roth 403(b) is a savings feature that is available when you open a 403(b) account. The Roth 403(b) savings feature allows employees to contribute after-tax dollars and then withdraw tax-free dollars from their account upon retirement. The Roth 403(b) savings feature is only offered by the following vendors: TIAA-CREF and VOYA Financial Advisors, Inc. Adjunct Faculty, Part Time Associates and Full Time employees are eligible to save for retirement using the Roth 403(b) savings feature. Employees may contribute traditional pre-tax 403(b) dollars and Roth 403(b) post-tax dollars simultaneously. The savings limits are combined for the Traditional 403(b) and the Roth 403(b) contributions. Deferred Compensation Plan — 457(b) offered through VOYA Financial Advisors, Inc. The 457(b) salary reduction authorization form is needed. The form is available on SharePoint Forms/Human Resources Forms.