The part-time IT Customer Service Technician will serve as the first contact for faculty, staff, and students who need technical support, password assistance, and troubleshooting services with the college's computer systems, A/V systems, network infrastructure, and associated peripherals. This role requires an understanding of hardware and software components, excellent problem-solving skills, and a customer-centric approach.

Essential Functions

• Serve as first point of contact for users seeking technical support
• Accurately log all Help Desk interactions
• Provide timely, accurate, and consistent in-person and remote service support to users
• Respond to telephone calls, email, help desk tickets, and other requests for technical support
• Utilize ticketing system to document, track, and monitor problems and requests to ensure timely resolution
• Elevate unresolved issues to the next level of support
• Evaluate IT and A/V related service requests and notify requester of expected completion date for all service requests received
• Perform remote access to troubleshoot user issues
• Visit user classrooms, labs, offices, and off-site locations to install, maintain, repair, and troubleshoot user issues
• Install, maintain, repair, and troubleshoot devices including PCs, laptops, printers, peripherals, and telephones
• Identify, research, and resolve hardware and software issues on desktops, laptops, and peripherals
• Support and maintain user account information including rights, security, and groups
• Assist with audio/visual requests and setups
• Perform other duties as assigned by the Information Technology - Technology Services

Qualifications

Required Qualifications

• Customer service focus
• High school diploma and working towards an associate degree in Information Technology or equivalent
• Familiarity with diagnosing, troubleshooting, and repairing hardware and software issues on desktops, laptops, and peripherals
• Familiarity with operating systems, including Windows and macOS, and their respective troubleshooting methods
• Excellent problem-solving and analytical skills
• Effective communication and interpersonal abilities
• Ability to work independently and collaborate within a team environment
• Strong organizational skills with attention to detail
• Must possess a valid Texas Driver's License, good driving record, and be insurable on Midland College's insurance policy

Preferred Qualifications

• Associate degree in Information Technology or equivalent
• Professional certifications
• Experience as an IT Customer Support Technician or similar role, demonstrating strong customer service skills and hands-on technical skills
• Experience with remote desktop support tools and techniques
• Familiarity with Active Directory and Group Policy management
• Basic knowledge of networking concepts, protocols, and configurations
• Knowledge of basic scripting and automation for repetitive tasks
• Experience with A/V setup
• Previous experience in providing technical support in an educational or corporate environment
• Strong organizational skills with the ability to manage multiple tasks and priorities
• Ability to prioritize and multi-task when taking phone calls, answering emails, or reviewing help desk tickets and responding to all user requests in a timely manner
• Excellent written and verbal communication skills

Physical Demands

• Must be able to remain in a stationary position 50% of the time
• Must be able to sit or stand for long periods of time
• The person in this position needs to occasionally move or drive to other locations on and off campus
• Repetitive use of a keyboard at a workstation
• Use of manual dexterity; use hands to handle, control, or feel objects, tools, or controls; use one or two hands to grasp, move, or assemble objects; use fingers to grasp, move, or assemble very small objects
• Occasionally ascends/descends a ladder up to 30 feet tall to service IT equipment
• Frequently moving self in different positions to accomplish tasks in various environments, including tight and confined spaces
• Constantly positions self to maintain computers and equipment at various locations, including under desks
• Must be able to bend, reach overhead, and lift/move up to 50 pounds
• The person in this position frequently communicates with others; must be able to exchange accurate information
• Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus
• Duties indoors and some outdoors
• Ability to work extended hours, nights, weekends, and holidays as needed