Customer Support Technician

Responsibilities

Job Purpose

The Customer Support Technician provides direct support of computers, peripheral equipment, software, and converged educational technology through the Customer Support Services Team (CSS) at Iowa Lakes Community College. This includes all equipment from the network’s edge to the end user and a wide range of computer and audio/visual peripherals including projectors, displays, document cameras, audio amplification, and similar equipment. The position provides operational support and incident resolution for both individual components and systems and works closely with end-users to solve both technical and operational problems. The Customer Support Technician will document solutions and work closely with the Customer Services Support Team, the Service Desk, and the System Administrators to efficiently resolve issues.

Primary Job Responsibilities

• Provides excellent customer service to all Iowa Lakes Community College staff and students

• Install, supports, and repairs College computers, peripherals, software, and educational technology equipment

• Interfaces effectively, efficiently, and professionally with end users to resolve issues related to effective use of technology

• Travels to on-campus and off-campus facilities for installation, demonstration, maintenance and repair of equipment

• Observes and reports equipment performance deficiencies

• Promotes self-service and coaches end users to use self-service when remote or desk side visit could have been avoided

• Provides on-going operational training to end-users with hands-on training and/or writing technical support documentation for installed classroom systems.

• Provides set-up, operation, and teardown of AV support for miscellaneous college events

• Maintains confidentiality for students, faculty, and staff profiles

• Establishes and maintains strong working relationships with colleagues, staff, administrators, and the public