TEMPORARY IT Customer Support Technician

TEMPORARY IT Customer Support Technician Salary: $35.
99 - $44.
26 Hourly Location: Fresno City College, CA Job Type: Temporary Division: FCC Technology Services Job Number: 202400004-T Closing: General Purpose Under general supervision, provides technical support to staff, students and faculty by diagnosing, troubleshooting, repairing, installing and maintaining computers and related hardware, software, mobile devices and peripherals in physical and virtual environments, including computer labs; may assist with hardware and software procurement, licensing compliance and asset management; may perform network and operating systems maintenance functions following established procedures; and performs related duties as assigned.
Essential Duties & Responsibilities Essential Duties & Responsibilities The duties listed below are intended only as illustrations of the various types of work that may be performed.
The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this class.
Responds to help desk tickets, incoming calls, end-user walk ins and emails regarding computer-related hardware and software problems and provides follow-up support until issues are resolved; assists end-users with login difficulties, operating system and software malfunctions and hardware repairs on laptops, PCs, virtual machines, mobile devices and peripheral equipment.
Creates and deploys images for assigned computer labs, faculty and staff; develops scripts to automate processes; plans, schedules, manages and completes computer "lab" replacement projects; builds custom images for lab area installations; tests and configures applications and new software functionalities to applicable servers and platforms; configures virtual machines; verifies software license compliance; may consult with Academic Technology Systems Specialist on Canvas-related issues.
Provides technical support for physical and virtual computer labs; installs and maintains computers, mobile devices, peripherals and software applications, including specialized systems to meet pre-defined departmental and Americans with Disabilities Act (ADA) requirements.
Provides technical support to end users regarding desktop, physical and virtual and network connectivity issues, including licensing updating functions; performs general hardware and software tests using diagnostic and testing equipment and communicates with vendors as needed to identify and resolve technical issues.
Provides end-user training in the proper use of hardware, software and computer-related equipment; helps ensure end users are aware of available technologies and how to obtain support for all information technology services.
Delivers, inspects, installs and configures desktop computers, VoIP devices, printers, scanners, readers and other peripheral equipment and runs tests to ensure proper equipment function; may set up video conferencing equipment; configures and administers network server application software; installs and connects cables, IP cameras, wireless access points, WiFi, network cards and other networking components.
Provides printer server maintenance and troubleshooting by creating printer queues, uploading printer drivers and assigning users to printers.
Installs, configures, patches, upgrades and maintains computer operating systems and application software while ensuring compliance with defined requirements and compatibility with the network before released to users; modifies software to satisfy user requirements; analyzes computer and software needs for future expansions.
Keeps and maintains records of average response time, mean time to repair, end-user satisfaction and number of problems resolved within a given period to assist in the development of best practices and improved end-user support services.
Maintains detailed inventory records of hardware, software and computer-related equipment using asset tracking and management systems to make informed decisions about technology purchases; disposes of obsolete assets following established procedures.
Performs minor repairs and replaces parts on technology-related equipment; contacts computer manufacturers' technical support representatives for in-depth triage of computer issues and software, equipment specifications, repairs and replacement parts; tracks, registers and ensures compliance with equipment warranties and licenses and maintains related documentation for departmental workflow and warranty claims as necessary.
Creates and maintains a variety of documents including configuration information, installation procedures, standard user instructions, training materials and statistical or other reports.
May assist Network Administrator or Systems Administrator in creating folders, file shares and network connections; assists with active directory maintenance such as creating security groups, distribution groups, user accounts and computer accounts and applying rights and permissions to users; may assist with system administration including installing, configuring and troubleshooting operating systems, user accounts and applications.
Provides audio-visual support in classrooms and events; installs projector screens and ceiling mounts in classrooms; installs, configures and maintains portable units; sets up microphones, sound mixers, loudspeaker stands, amplifiers, video recording equipment and various electrical cords, power strips and associated cables for special events; performs sound checks and video checks.
Troubleshoots malware, ransomware, phishing and other viruses following established procedures.
Demonstrates sensitivity to and understanding of historically minoritized groups and participates in professional development activities to increase cultural competency to enhance equity-minded practices within the District.
OTHER DUTIES Installs mounts, speakers or other technology that requires hand tools, ladders and safety practices when working with electricity as well as ceiling work.
Assists in the development and enforcement of policies, procedures, configuration and problem resolution as appropriate for the District.
May be assigned to convert documents to braille using specialized software and certification.
May provide administrative support functions such as recordkeeping for purchasing and payroll functions, mail and package pickup and coordination of supply orders.
Maintains up-to-date technical support skills.
Performs related duties as assigned.
Employment Standards / Minimum Qualifications KNOWLEDGE, SKILLS AND ABILITIES Knowledge of: Multiplatform hardware, software and peripherals.
District or campus help desk functions, policies and procedures.
Problem resolution and technical support services for end users in the operation and use of computers, peripheral equipment and various network connections.
Best practices, methods and equipment used for troubleshooting and determining the causes of system, computer, application and hardware problems and device errors and failures.
Operational characteristics of various computer systems and operating environments used throughout the District or campus; operation and application of a wide variety of computer applications and network software.
District processes and tools used to build and deploy computer system images.
Tools, equipment and safety practices used in the maintenance and repair of computers and peripheral equipment.
General principles of design, development, implementation and operation of voice, video, storage and data networks.
Network concepts, security, access control and network operating software.
Best security practices to ensure protection against potential security threats such as viruses, malware and spam.
Data and voice communications concepts.
Methods of data backup and restoration.
Effective customer service practices and etiquette.
Applicable federal, state and local laws, rules and regulations [including OSHA rules and regulations if applicable].
Proper English usage including grammar, spelling and punctuation.
Safety policies and work practices applicable to the work being performed.
Skills and Abilities to: Utilize the District or campus work-ticket system.
Troubleshoot, diagnose and resolve complex and ambiguous computer software and network connectivity problems and failures.
Utilize diagnostic test procedures and equipment.
Provide prompt and appropriate technical support to system users.
Obtain accurate and complete information from end users, in person and by telephone, to identify their needs and problems and develop responses and solutions.
Maintain accurate inventory of computer hardware and software components.
Prepare clear, concise and accurate systems documentation and reports of work performed.
Train computer users in the use of a wide variety of computer software, equipment and basic network operational procedures; write instructions in a manner that can be understood by computer users with different levels of computer literacy.
Read, interpret and apply concepts found in online technical publications, manuals and other documents.
Maintain up-to-date technical support skills.
Understand, interpret, explain and apply applicable laws, codes, regulations, policies and procedures.
Effectively engage and support historically minoritized groups by addressing issues of equity and improving culturally responsive service-oriented practices.
Communicate effectively, both orally and in writing.
Understand and follow written and oral instructions.
Operate a computer and use standard business software.
Establish and maintain effective working relationships with all those encountered in the course of work.
EDUCATION AND EXPERIENCE An associate degree in computer information systems, computer science, information technology, computer engineering or a closely related field, and at least two years of progressively responsible experience in providing customer support services to computer end users in a local area network (LAN) environment; or an equivalent combination of training and experience.
LICENSES, CERTIFICATES AND OTHER REQUIREMENTS A valid California driver's license and the ability to maintain insurability under the District's vehicle insurance program.
PHYSICAL AND MENTAL DEMANDS The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; and reach with hands and arms.
Employees are frequently required to walk, stand, stoop, kneel, bend, crouch ascend and descend ladders and stairs; must frequently lift and/or move up to 50 pounds and occasionally up to 100 pounds with assistance .
Specific vision abilities required by this job include close vision and the ability to adjust focus.
Mental Demands While performing the duties of this class, employees are regularly required to use written and oral communication skills; read and interpret data, information and documents; analyze and solve problems; observe and interpret situations; learn and apply new information or skills; perform highly detailed work; work on multiple, concurrent tasks; work with frequent interruptions; work under intensive deadlines; and interact with District managers, staff, the public and others encountered in the course of work.
WORKING ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential duties of this class.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Employees work under typical office conditions, and the noise level is usually quiet.
Some work requires using ladders and stairs.
The employee may be required to travel to locations other than assigned work site and to adjust to work schedule changes and requirements to work overtime.
Assessment Process Only the most qualified applicants will be invited to interview for the assignment.
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