Technician, Device Management and Support

About the role

The device management team supports all end-user facing computers and devices across campus. The environment consists primarily of Windows-based PCs, but also includes some Macs, iPads, and other miscellaneous devices. The Technician, for Device Management and Support is responsible for providing support to the end user community.

Responsibilities

• Provide support to the end user community.
• Perform day-to-day technical support tasks to facilitate the operation of campus activities.
• Provide first level support for end users with a variety of technical issues.
• Provide support for customer support requests and for problems in the classrooms and meeting rooms.
• Packaging applications and managing distribution through MDM’s such as SCCM, Intune and Jamf.
• Work independently and prioritize daily tasks ensuring all desktop issues/tickets are addressed in a timely manner.
• Represent Information Technology Services on College-wide initiatives and committees.

Requirements

• Associate's degree and 2-4 years job related experience or Bachelor's degree preferred.
• A+ Certification preferred.
• Proven knowledge of Application packaging and distribution through MDM suites such as SCCM, Intune and JAMD.
• Demonstrated experience in a technical customer support environment.
• Demonstrated knowledge of PC and Macintosh technical operations.
• Demonstrated analytical, problem solving, and time management skills.
• Demonstrated customer service skills in understanding and resolving various computing problems for both internal and external end users.
• Excellent interpersonal and written communication skills.
• Demonstrated knowledge of contemporary operating systems software, learning management systems, instructional and commercial software packages, database management, web-based applications and the College’s administrative applications such as Colleague and Workday.
• Comfortable dealing directly with clients in a walk-up environment.
• Ability to lift 40 pounds.
• Flexibility to work outside regular scheduled hours when necessary.
• Flexibility to work on any of our campuses when necessary.

Primary Functions

• Respond to incoming tickets and ensure timely response to issues and requests.
• Create process documentation.
• Provide advanced troubleshooting and support.
• Participate in departmental projects and initiatives as assigned by department management.
• Serve on college-wide committees i.e., accessibility committee, as assigned by department management.

Secondary Functions

• Provide support with A/V and Help Desk staff where identified.
• Assist in developing or updating standard processes and documentation to address changing or new support requirements as technology and business processes evolve.
• Assist in the development and maintenance of training materials and in delivering training to new staff members and current staff as needs change.
• Other duties as assigned.

Pay

$24.0631 - $30.6918 (commensurate with experience)

Schedule

N/A

Benefits

Bucks County Community College offers an exceptional benefits package that includes medical, dental, vision, prescription plans, 403B pension plan, life insurance, short & long-term disability, generous paid time off, tuition waivers, tuition assistance, wellness center, cafeteria, and free parking on a beautiful Bucks County campus. We are proud to be an organization that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace. Please Note: At this time, the College does not provide work visa sponsorships. To be considered for employment at Bucks County Community College, applicants must be permitted to legally work in the United States without employer sponsorship. Bucks County Community College participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Application

Apply online at: https://bucks.wd1.myworkdayjobs.com/BCCC. Applications must consist of a letter of application addressing this specific position and the candidate’s interest and qualifications for coming to Bucks County Community College, resume/CV, and a list of five professional references. References will not be contacted without prior permission. Finalists may be asked to provide additional materials. Deadline Applications will be accepted until the position is filled.