Job Information
Grand Rapids Community College Computer Technician Level 1 in Grand Rapids, Michigan
Computer Technician Level 1
Computer Technician Level 1
Job ID 1666
April 8, 2024
Department: IT Customer Support
Employee Group: https://www.grcc.edu/sites/default/files/docs/humanresources/meetconferhandbook_2020-03.pdf
Schedule: Full Time, Non Exempt
Compensation: Grade 12, $21.50
Benefits: https://www.grcc.edu/faculty-staff/human-resources/benefits-insurance/medical-plans/new-hire-benefit-enrollment
Reports to: Technician Team Coordinator
Posting Closes: April 23, 2024
SUMMARY
Reporting to the IT Technician Team Coordinator, the Computer Technician supports campus 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.
This position is part of a team, focused on providing exceptional service that exceeds user expectations. The proper candidate is a motivated self-starter with strong interpersonal skills, a desire to learn and expand technical proficiencies, and the ability to work within a collaborative, team-oriented environment.
ESSENTIAL FUNCTIONS
• Provide onsite analysis, diagnosis, and resolution of complex desktop problems for end users, 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 and implement performance upgrades for college endpoints, optimizing efficiency and productivity. • Manage day-to-day warranty calls and process computer hardware warranty orders, ensuring seamless hardware functionality. • Foster cross-team collaboration to guarantee the smooth operation of the college's desktop computing environment. • Document all support instances meticulously within the service management system, maintaining accurate and detailed records. • Contribute to hardware relocation efforts and maintain a meticulous inventory of all components and equipment. • Actively participate in the hardware procurement process by evaluating potential hardware and providing valuable feedback. • Develop comprehensive technical support documentation for the Customer Support knowledgebase. • Review Customer Support knowledgebase articles as a part of the continuous improvement process. • Facilitate the collection, preparation, and deployment of loaner equipment for staff and students, ensuring uninterrupted 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 ensure customer 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 customers and performing the essential functions of this position. • Perform other related duties as assigned by the supervisor.
JOB SPECIFICATIONS
Education Credentials
• Associate's degree preferred. Concentration in electronics, computer science, or related field or equivalent combination of education and experience desired • Equivalent combination of education and experience is high school degree or GED and 2 years of experience supporting a desktop computing environment • Willing to maintain or acquire relevant certifications, training, or professional development
Work Experience
• Minimum 2 years, or