Technician, Support Services
$50,309–$60,260 year
On-siteHighland, California, United States
Job Summary
Receive, record, and identify requests via phone, email, and web from ACC students, faculty, and staff. Utilize problem and change management processes to perform root cause analysis and make recommendations to eliminate the root cause. Coordinate and dispatch second and third level work requests, entering all requests into the Action Request System and monitoring progress to resolution. Contact customers within the specified time frame to confirm problem resolution and degree of satisfaction. Document and publish self-help procedures, hardware and software installation and setup procedures, and lists of ACC supported software and hardware. Advise customers of scheduled and unscheduled down times and assist with remote access configuration on various Windows and Apple OSs using VPN and Citrix.
Required Qualifications
- Associate degree
- Two years related work experience
- Knowledge of Wireless networking
- Knowledge of ACC Email
- Knowledge of G Suite
- Knowledge of Active Directory
- Knowledge of Microsoft Office
- Knowledge of Online Services procedures and policies
- Service Desk policies, standards, and protocols
- Service Desk ticketing systems
- Hardware and software installation and setup procedures
- Maintaining an established work schedule
- Effectively using interpersonal and communications skills including tact and diplomacy
- Effectively using organizational and planning skills with attention to detail and follow-through
- Receiving, identifying, and recording help desk requests that come via phone, email, and/or web
- Coordinating and dispatching work requests in a timely manner, and following up with customers to confirm satisfactory problem resolution
- Analyzing problems and making recommendations in relation to change management processes
- Maintaining confidentiality of work-related information and materials
- Establishing and maintaining effective working relationships
- Use a variety of spreadsheet, word processing, database, and presentation software
- Provide technical troubleshooting support for desktop systems and software
- Using multiple browsers, search engines, HTML, OKTA, and WordPress
- Must possess required knowledge and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed
- Must possess required skills and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed
- Four years of related work experience may substitute for this education requirement
Desired Qualifications
- Proficiency using Datatel/Colleague and the screens used in addressing inquires
- Proficiency using Cisco UCCX Agent Communication Console
- Proficiency using Cisco Jabber phone software, and the configuration and setup of the IP phone
- Proficiency using multiple Operating System GUIs
- Proficiency using G-suite
- Proficiency using Mojo Systems
- Okta Certification
- ITIL Certification
- ITSM Certification
- MCSD Certification
- MTA Certification
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