Job Description

Date:                                                     May 12, 2023     

Title:                                                      IT Desktop Support ¿ Computer Technician- Contingency: Professional Services- No Benefits

Job ID:                                             1520

Work Hours/Schedule:                  28 hours per week

Compensation:                                 $16.00 per hour

Reports to:                                          IT Desktop Support Technician Team Coordinator

Posting Close Date:                         Open Until Filled

For information on ¿Who are Professional Services, No Benefit Employees?¿ please visit

http://www.grcc.edu/humanresources/employeegroups/contingentemployees.

Note:  Flexibility is critical.  This position requires the availability to work evenings and weekends. Hours may expand at different times throughout the year to accommodate campus needs.

SUMMARY

The Computer Technician¿s role is to provide a single point of contact for end users to receive support and maintenance within the organization¿s desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware, software, and other equipment to ensure optimal workstation performance. Qualified individuals for this position also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion, and provide end-user assistance where required.

 

Essential Job Functions

-         Perform onsite analysis, diagnosis, and resolution of complex hardware problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed

-         Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to provide the most optimized desktop computing environment

-         Assess the need for and implement performance upgrades to PC boxes, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, memory chips, and graphics cards

-         Responsible for day to day warranty calls and processing of computer hardware warranty orders

-         Receive and respond to incoming calls, texts, chat messages, and/or e-mails regarding hardware problems

-         Responsible for cross-team collaboration to ensure efficient operation of the organization- s desktop computing environment

-         Accurately document all instances of support within the current service management system.

-         Accurately document instances of hardware equipment or component failure, repair, installation, and/or replacement

-         Develop technical support documentation for Customer Support Knowledgebase

-         Review Customer Support Knowledgebase articles as a part of the KCS review cycle

-         Follow through and follow up with the end user to ensure customer satisfaction

-         Be available to other unit team members especially student employees for guidance and assistance

-         Participate in hardware and software pre-deployment testing.

-         Assist with equipment moves

-         Perform other duties as assigned by supervisors.

Marginal Job Functions

-         Proactively collaborate with Support Desk technicians to ensure customers are provided with timely and effective solutions

JOB SPECIFICATIONS

Education & Experience

-         Associates Degree preferred, with concentration in computer science, information systems

-         1-3 years preferred customer service background with technology emphasis

-         Excellent technical knowledge of computer hardware and components, including PC and Mac

Equipment Use / Knowledge / Skills / Abilities

-         Proven ability to take initiative

-         High level of discretion and confidentiality required

-         Excellent written communication skills are necessary to provide accurate technical documentation

-         Ability to explain and interpret complex technology into simple terms

-         Possess excellent verbal, written, and interpersonal communication skills to communicate effectively with people of diverse ages, race/ethnic groups, gender identities, and socioeconomic backgrounds

Mental Demands

-         Exceptional attention to detail

-         Ability to work independently with minimal supervision

-         Ability to handle multiple priorities

-         Ability to work independently with minimal supervision

-         Ability to identify innovative approaches for service delivery that meet our customers-  needs

-         Optimistic attitude and proven ability to function, work independently and effectively as a team member, and provide excellent customer service for internal and external GRCC stakeholders

Physical Demands

-         Ability to lift up to 25 pounds

-         Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components

-         Required long periods of sitting, using a computer to input, extract and interpret data

-         Lifting and transporting of heavy to moderately heavy objects, such as computers, computer carts and peripherals

Working Conditions

-         Must be flexible as hours may expand at different times of the semester to accommodate campus needs

-         Must have reliable vehicle during working hours to respond to service calls at off-campus locations

-         Must have a personal cell phone for use during work and/or on-call hour.

METHOD OF APPLICATION

Grand Rapids Community College is only accepting online applications for this position at https://www.grcc.edu/jobs.  Submit a cover letter and resume in one document. The opportunity to apply for this position will remain open until filled. Individuals with diverse backgrounds are encouraged to apply. Grand Rapids Community College is an equal opportunity employer. Visa sponsorship is not available.

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.

 

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