Technology Service Center Representative III

About Us

Howard Community College (HCC) is an exciting place to work, learn, and grow! We are proud to have received the Great Colleges to Work For honor for 12 consecutive years, . Howard Community College values diversity among its faculty, staff and student population. We are an innovative institution that is committed to responding to the ever-changing needs and interests of a diverse and dynamic community.

No matter where you want to go in your career, you can get there from here!

Technology Service Center Representative III

Non-Exempt

Full Time

37.5

M-F 8:30-5

10

$ hourly

Provide tier 1 and tier 2 technical support for faculty, staff, students, and members of the public contacting the Technology Service Center via phone, TSC Portal, and in person. Evaluate and troubleshoot customer problems and provide immediate solutions, if practicable, or assign action to the appropriate second level IT department for resolution. Maintain a high level of proficiency with Microsoft Office, Ellucian Colleague and Recruit, myHCC, Canvas LMS, Fischer Password Services, Duo Authentication, and other college software applications necessary for providing technical assistance.

Assist in the daily operations of the student computer study labs.

• Answer and log Help Desk incidents and requests, providing a high level of customer service and detailed documentation.
• Assess problems and provide resolution or referral for a wide range of technical issues.
• Coordinate with IT Divisions to provide resolutions to common issues and quickly elevate issues to the appropriate areas.
• Provide personal assistance to users on location, when possible, for quick resolution.
• Support the provisioning process for college network accounts, exchange accounts, Colleague accounts, and other application access.
• Troubleshoot account issues, escalating when necessary to provide timely resolutions for users.
• Troubleshoot and assist customers in connecting to the HCC wireless network from their personal wireless devices.
• Troubleshoot Canvas LMS login accounts and assist with Respondus Lockdown Browser.
• Document department procedures and training to assist with onboarding of new employees and uniformity of service.
• Oversee the student laptop loan program by helping to maintain accurate inventory and ensure lab staff follow loan procedures.
• Assist with hardware support for student loaner laptops, including triaging and repairing damaged equipment.
• Oversee part-time lab staff, ensuring that staff follow documented procedures and provide training when needed.
• Distribute software in accordance with the MEEC agreement to staff and faculty members, providing installation instructions and technical support.
• Assist in training and monitoring student workers in the student computer study labs.
• Assist students with software applications, equipment, printing and utilization of the student computer study labs.
• Assist with maintaining the Technology service center myHCC (portal) site.
• Create flyers and post signs to keep students informed about hours and other issues regarding the computer labs.
• Assist supervisor with preparation of technology service center reports and IT vital signs data.
• Oversee the daily operations of the HCC Print Shop, including operation of specialized hardware, assisting customers with custom requests, and creating supply orders.
• Perform other duties as assigned.

High School or equivalent

3 years

• H.S. diploma or equivalent.
• Strong customer service skills and experience.
• Excellent verbal and written communication skills.
• Experience using and troubleshooting Windows-based computer systems.
• Knowledge of peripheral devices such as scanners and printers, and Microsoft Office and a variety of other software applications in a Windows network environment.

• Associate degree in computer field.
• Experience with enterprise software and identity management.
• Knowledge of service desk management tools, including Team Dynamix, Fischer Password Services, and Duo Authentication.
• Graphic Design experience using the Adobe Suite.
• Ability to operate high-speed copiers, three-hole paper drill, automatic paper cutter and knowledge of book binding processes.
• Ability to interact effectively with others to determine needs and to provide all desired reprographics services.
• Considerable organizational and scheduling ability.

• Ability to maintain strict confidentiality is required.
• Regular attendance is a job requirement.
• Performs all duties while considering the impact of any actions on the college's sustainability initiatives in the areas of environmental stewardship, social responsibility, and economic prosperity.

Standing several hours a day to run equipment and bending to adjust, loan/unload and repair equipment. Must be able to lift 10 lbs or less overhead and lift up to 20 lbs from…