Job no: 495553
Work type: Full-time Hourly
Location: Overland Park Main Campus
Categories: Information Technology
Position, Department: Tech Support Technician, Operations
Type of Position: Full-time Hourly, Non-Exempt
Work Schedule, Hours per week: Monday-Friday, 10:00am – 7:00pm ., 40 hours per week
Pay Range: $19.97 – $24.96 and determined based on relevant years of work experience.
Opportunity for hybrid schedule: Yes
Benefits Category: Full-time Benefits
Position Summary: As a JCCC Technical Support Technician, you will ensure our students, faculty, and employees have a positive experience when dealing with technical issues. You will be responsible for providing effective and efficient technical assistance and problem-solving, maintaining customer satisfaction, and contributing to the success of Johnson County Community College.
Required Qualifications:
• Associate degree (preferably in a Computer or Management area) or equivalent combination of completed college-level classes, technology certifications, and related work experience.
• One year of technical support experience
• Demonstrated working knowledge of basic hardware and software products.
• Proficiency in Microsoft O365 and Azure
• Strong problem-solving, analytical, and troubleshooting skills.
• Functional knowledge of basic networking protocols
• Excellent communication skills, both verbal and written.
• Ability to work effectively in a fast-paced, customer-focused environment.
• Patience and empathy when dealing with customers experiencing technical difficulties.
• Familiarity with remote support tools and software.
• Strong multitasking and time-management abilities.
Preferred Qualifications:
• Industry certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
• Experience with support ticketing systems.
• Two years of customer support experience.
• Technical writing experience.
• Previous experience in higher education
To be considered for this position we will require an application, resume, and cover letter.
*Unofficial transcripts are required for all Adjunct faculty and Faculty positions.
Position Details: Job duties include but are not limited to: • Customer Assistance: Provide first-level technical support to customers or end-users via various communication channels (phone, email, chat, or in person). • Troubleshooting: Diagnose and resolve technical issues related to hardware, software, network, and other technology-related problems. Escalate complex issues to higher-level support as necessary. • Documentation: Maintain detailed records of customer interactions, problems, and solutions via a ticketing system. Contribute to the creation and maintenance of knowledge articles and support documentation. • Remote Support: Utilize remote desktop tools for remote technical assistance and problem resolution. • Escalation: Escalate unresolved issues to higher-level technical support or the appropriate department for further investigation and resolution. • Team Collaboration: Work closely with other technical support team members and departments to enhance the customer support experience and resolve complex issues. • Technical Training: Assist in the onboarding and training of new employees or customers regarding technical tools, systems, and procedures. • Product Knowledge: Stay updated on the features and functions of company products or services to offer accurate information and assistance. • Customer Education: Educate customers on properly using products or software, providing tips and guidance to maximize their efficiency.
*Duties and responsibilities, as required by business necessity, may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing. Scheduling, shift assignments and work location may be changed at any time, as required by business necessity.
About JCCC: Established in 1969, Johnson County Community College is dedicated to transforming lives and strengthening communities through learning. Located in Overland Park, Kansas, JCCC has enjoyed a national reputation for educational excellence and student success for more than 50 years. That’s five decades dedicated to smaller class sizes, more resources and a thriving campus culture – not to mention our competitive tuition rates and extracurricular experiences that transcend the norm.
Equal Employment Opportunity: JCCC provides equal opportunities and equal access to all individuals and is an affirmative action employer. JCCC does not discriminate on the basis of sex, race, color, national origin, ancestry, disability, age, religion, marital status, parental status, military status, veteran status, sexual orientation, gender identity, genetic information or other factors that cannot be lawfully considered in its programs and activities, which includes employment and admissions, in accordance with Titles VI and VII of the Civil Rights Act of 1964, the Equal Pay Act of 1963, the Age Discrimination in Employment Act of 1967, the Age Discrimination Act of 1975, Executive Order 11246, Title IX of the Education Amendments of 1972, Section 503 and 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act, the Vietnam Era Veteran’s Readjustment Assistance Act, the Jobs for Veterans Act of 2002, the Kansas Acts Against Discrimination and all other applicable civil rights and nondiscrimination laws.
Inquiries concerning JCCC’s compliance with its nondiscrimination policies (including Title IX, Title VI and Section 504 inquiries) may be referred to a Title IX Coordinator ([email protected]), or Director of Human Resources, or the Dean of Students and Learner Engagement at Johnson County Community College, 12345 College Blvd, Overland Park, KS 66210, 913-469-8500; or to Office for Civil Rights, Kansas City Office, U.S. Department of Education, One Petticoat Lane, 1010 Walnut Street, Suite 320, Kansas City, MO 64106, Telephone: 816-268-0550,Facsimile: 816-268-0559, Email to: [email protected].
Disclosure: If you need any assistance throughout the search process, please reach out to the HR Generalist for this position. In accordance with the college policy, finalists for this position will be subject to criminal background investigations. Individual hiring departments at JCCC may elect to administer pre-employment tests, which are relevant to essential job functions as part of the applicant selection/hiring process. Many departments require those selected for hire to submit a certified transcript for all degrees obtained. For full consideration, applicants are encouraged to apply prior to the review date listed in posting.
If you are an applicant requesting assistance or a reasonable accommodation in the application process, please contact the Office of Human Resources at 913-469-3877, or email [email protected].
Advertised: 20 Oct 2023 Central Daylight Time
Applications close: 03 Nov 2023 Central Daylight Time
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