Computer Technician Level 1

Computer Technician Level 1

Job ID 1612

December 13, 2023

Department: IT CustomerSupport Employee Group: https://www.grcc.edu/sites/default/files/docs/humanresources/meet_confer_handbook_2020-03.pdf Schedule: Full Time, Non-Exempt

Compensation: $21.50 per hour

Benefits: https://www.grcc.edu/faculty-staff/human-resources/benefits-insurance/medical-plans/new-hire-benefit-enrollment

Reports to: IT Technician Team Coordinator

Posting Closes: Open Until Filled with initial review the first week of January, 2024

SUMMARY

Reporting to the IT Technician Team Coordinator, the Computer Technician supportscampus end users, delivering exceptional support and hardware maintenance services within the desktop computing environment. This role involves diagnosing, repairing, maintaining, and upgrading PC hardware, software, and related equipment to ensure optimal workstation performance. This position is responsible for tracking and documenting end user support activities using the service management solution, ensuring accurate and timely troubleshooting and assistance.

Thisposition is part of a team, focusedon providing exceptional service that exceedsuser expectations. The proper candidate is a motivated self-starter with strong interpersonal skills, a desire to learn and expand technical proficiencies, and the abilityto work withina collaborative, team-oriented environment.

ESSENTIAL FUNCTIONS

• Provide onsiteanalysis, diagnosis, and resolution of complex desktopproblems for end users, includingoffsite repair for remote usersas needed
• Install, configure, test, maintain, monitor,and troubleshoot end-userworkstations and relatedhardware and softwarein order to provide the most optimized desktop computing environment.
• Assess and implement performance upgrades for collegeendpoints, optimizing efficiency and productivity.
• Manage day-to-day warranty calls and process computerhardware warranty orders,ensuring seamless hardwarefunctionality.
• Foster cross-team collaboration to guarantee the smooth operationof the college's desktop computing environment.
• Document all support instances meticulously within the service management system, maintaining accurateand detailed records.
• Contribute to hardware relocation efforts and maintaina meticulous inventory of all components and equipment.
• Actively participate in the hardwareprocurement process by evaluating potentialhardware and providingvaluable feedback.
• Develop comprehensive technical support documentation for the CustomerSupport knowledgebase.
• Review Customer Supportknowledgebase articles as a part of the continuous improvement process.
• Facilitate the collection, preparation, and deployment of loaner equipment for staff and students, ensuringuninterrupted workflow.
• Maintain an organized inventory of monitors, keyboards, hard drives, cables,adapters, network cards,tools, supplies, and other components.
• Follow through with end users to ensurecustomer satisfaction.
• Provide mentorship and comprehensive onboarding to new IT students and contingent staff.

• Regular attendance during normal scheduled hours is required.Being present is essential for serving customersand performing the essential functionsof this position.
• Perform other dutiesas assigned by the supervisor.

JOB SPECIFICATIONS

Education Credentials

• Associate's degreepreferred. Concentration in electronics, computerscience, or relatedfield or equivalent combination of educationand experience desired
• Equivalent combination of education and experience is high school degree or GED and 2 years of experience supporting a desktopcomputing environment
• Willing to maintainor acquire relevantcertifications, training, or professional development

Work Experience

• Minimum 2 years, or greater,customer service background with preferred technology emphasis
• Preferred experience with Microsoft Office,Blackboard, PeopleSoft, Googleapplications, Active Directory, ticketing systems, and Microsoft Configuration Manager.

Skills

• Demonstratedworking knowledge of network and desktop operatingsystems
• Ability to troubleshoot hardwareand software as it pertainsto the network and desktopavailability
• Adaptable to evolving technologies and responsibilities, thrivingin a high-pressure, fast-paced environment
• Skilledat managing multiplesupport requests concurrently, demonstrating effective multitasking, excellent organizational skills and prioritization.
• Exceptional communication skills, capable of explaining technical concepts to diverseaudiences and maintaining positive relationships.
• Strong understanding of customer de-escalation techniques, coupled with a keen attention to detail in addressing customerneeds.
• Highly self-motivated and resourceful, demonstrating initiative and strongproblem solving abilities.
• High level of discretion and confidentiality required
• Project a professional image, including punctuality and good attendance record

Physical Demands

• Ability to lift and carry equipment up to 35 pounds
• Sitting or standingfor long periodsof time while maintaining focus
• Ability to work on a computerfor extended periodsof times, including typing, using a mouse, viewinga screen to complete tasks.

Mental Demands

• Exceptional attention to detail
• Ability to independently apply technical judgmentto standard applications and systems
• Ability to handle multiplepriorities
• Ability to work independently with minimal supervision
• Ability to analyzecomplex issues, identifyroot-causes, and developinnovative solutions
• Optimistic attitudeand proven abilityto function, work independently and effectively as a team member, and provide excellentcustomer service for internal and external GRCC stakeholders
• Ability to maintain confidentiality is required.

Working Conditions

• GRCC will comply with any mandated health and safety requirements. Compliance information is available on our http://www.grcc.edu/policies.
• Must be flexibleas hours may expand at different timesof the semester to accommodate campus needs
• Must have reliablevehicle during workinghours to respondto service calls at off-campus locations
• Must have a personal cell phone for use during work and/oron-call hours
• Work is in close proximity to other people in a shared officespace.

NEXT STEPS / APPLICATION PROCESS

• Please fill out an application athttps://www.grcc.edu/jobs. Submit a cover letter and resume. The opportunity to apply for this position will close at the end of the day on the close date referenced at the top of this job posting.
• Predictive Index Assessment (behavioral & cognitive) REQUIRED: In order to have your application considered, you must complete the assessments: https://assessment.predictiveindex.com/bo/8MMT/ComputerTechnician

HIRING PROCESS

GRCC uses an Evidence Based Selection Process, where we make data driven hiring decisions to help mitigate bias throughout the hiring process. As part of this process, candidates will participate in assessments (cognitive and behavioral), reference checks and interviews.

Individuals with diverse backgrounds are encouraged to apply. Grand Rapids Community College is an equal opportunity employer. Visa sponsorship is not available.

NONDISCRIMINATION STATEMENT

Grand Rapids Community College creates an inclusive learning and working environment that recognizes the value and dignity of each person. It is the policy and practice of GRCC to provide equal educational and employment opportunities regardless of age, race, color, religion, marital status, sex/gender, pregnancy, sexual orientation, gender identity, gender expression, height, weight, national origin, disability, political affiliation, familial status, veteran status or genetics in all programs, activities, services, employment and advancement including admissions to, access to, treatment in, or compensation in employment as required by state and federal law. GRCC is committed to reviewing all aspects of GRCC programs, activities, services and employment, including recruitment, selection, retention and promotion to identify and eliminate barriers in order to prevent discrimination on the basis of the listed protected characteristics. The college will not tolerate any form of retaliation against any person for bringing charges of discrimination or participating in an investigation. Further information may be obtained from the EEO Office or the Office of General Counsel, 143 Bostwick Avenue NE, Grand Rapids, MI 49503-3295.

To apply, please visit: https://apptrkr.com/4865467

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