Job Description

Job Summary

Tier-2 Campus Technology Technician provides basic support for computers, software and related technology used at multiple campuses/locations. Supports district-wide software upgrades, hardware distribution, A/V support, technology replacement, event support, and asset management. Works collaboratively with Tier-3 in the deployment and installation of software and district-wide initiatives. Provides customer support to meet instructional and educational needs throughout the district.

ESSENTIAL FUNCTIONS

Provide Tier 2 IT support at all HCC locations. This may include the deployment of IT equipment, basic troubleshooting for computers, cabling, network, telephony, printers, Wi-Fi, peripherals, audio-visual/classroom/lab technology, applications, and other tasks assigned to Tier-2.

Provide timely end-user support at any or all locations district-wide, as assigned.

Document activities and workload using Service Now.

Assisting with the storage, inventory, and deployment of IT assets, which includes the entire equipment lifecycle from receiving to recycling for all HCC locations.

Move and distribute IT assets. This requires the ability to move up to 50 pounds in weight, work in a warehouse setting, and the ability to drive an HCC-provided vehicle (car, van, or box truck).

Install, troubleshoot, and maintain A/V equipment. This requires the ability to work on technology that is mounted in the ceiling or high on a wall, and to move projectors or other technology, approximately 25 pounds, to the top of a ladder or scaffold.

Technicians may be assigned permanently or temporarily to any location district wide. It is a requirement to have reliable transportation and to be on the approved driver's list to meet this travel requirement.

The ability to support technology during HCC operating hours, including early mornings, nights, and weekends.

Provide “event support” district-wide, at HCC facilities, as assigned, which may exceed HCC operating hours.

Work collaboratively with CTS Tier-1 (Service Desk) and Tier-3 (CTS System Support).

Promote security awareness to customers through actions and advocacy.

Develop and maintain good working relationships with all customers and IT.

Assist with the evaluation and testing of new campus hardware and software.

Work under the supervision and direction of the Regional Manager, Lead Campus Technology Technicians, and Senior Campus Technology Technicians

Perform other duties, tasks and assignments as required.

QUALIFICATIONS

Education & Experience

Associate’s degree or certification in Computer Science or a related field required
4 years directly related work experience may be substituted in lieu of degree
2 years recent experience in hardware/software technical support required (HCC experience is considered on a two for one basis)
Licensing & Certification

Valid Texas Driver License
Valid car insurance
ITIL Foundations V.4 or higher preferred
Special Skills

MS Office Programs
Operating Systems
Basic hardware/software installation and troubleshooting
Must be able to lift 50 pounds
Must have reliable transportation to occasionally travel to other HCC locations
Subject to working nights, week-ends and holidays
Competencies

Delivering High Quality Work
Accepting Responsibility
Serving Customers
Supporting Organizational Goals
Driving Continuous Improvement
Acting with Integrity
Thinking Critically
Managing Change
Communicating Effectively