PT User Support Technician

Position Summary

The PT User Support Technician is responsible for assisting with the maintenance, troubleshooting, and repair of computer hardware, audio‑visual hardware, and software related problems, audio‑visual support, installing new hardware and software, peripheral equipment, operating systems, network and phone cabling.

As defined under the Americans with Disabilities Act, may include any of the following tasks, knowledge, skills, and other characteristics. This list is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and tasks performed by incumbents of this class.

This job posting is open until filled. Applications are reviewed upon receipt.

Cochise College requires a post‑offer, pre‑employment background screening of all employees.

• Provides exceptional customer services for students, employees, and the public by responding to calls, email messages and in‑person requests seeking help. Ask questions to determine nature of problem, walk customer through problem‑solving process, and follow up with customers to ensure issue has been resolved.
• Maintains, troubleshoots and repairs computer, audio‑visual hardware and software in person, remotely, via phone, or by email.
• Assists with troubleshooting network connection problems and performing repairs; aids in the installation of cables for network connectivity; tests cables and other equipment as needed.
• Assists with new computer, audio‑visual hardware and software installs and upgrades following Technology Services standards.
• Configures computers, audio‑visual hardware and peripheral hardware to established specifications; adjusts specifications as required by users or best practices; ensures appropriate phone connectivity; installs and configures network printers; connects users to network.
• Use ticketing system to effectively collect, document, analyze and report maintenance activities related to issue resolution and communicate with customers, management and co‑workers.
• Provides audio‑visual support in classrooms and meeting rooms to include video conferencing; assist with audio/visual equipment upgrades and new installs. Set up, tear down, and operation of technology utilized at events.
• Follow and execute directives and instructions from authorized technology services staff.
• Performs other related duties as assigned.

Employees are expected to accomplish assigned duties in an efficient, effective and competent manner and to strive for improvement and excellence in all work performed. Additionally, employees must understand the comprehensive role of the community college and cooperate and work harmoniously with students, faculty and staff, and the public. Employees will follow all college policies, rules, regulations and guidelines as they relate to this position.

• Associate’s degree in computer science or related field from an institution accredited by an institutional accrediting body of higher learning recognized by the U.S. Department of Education.
• One year of related full‑time, professional experience.
• Possess a valid state issued driver’s license and must meet and maintain a driving record to be approved for coverage under the college’s motor vehicle insurance policy.
• Preferred:
  Ability to pass a comprehensive background screening required for access to Fort Huachuca.
• An equivalent combination of education and/or experience from which comparable knowledge, skills and abilities have been achieved may be considered.

• Knowledge of and ability to follow college policies and procedures.
• Knowledge of current information technologies, including but not limited to word processing, database, presentation, and spreadsheet software, specifically Microsoft Office and Google applications.
• Knowledge of troubleshooting techniques and methods related to audio‑visual classroom support.
• Knowledge of current information technology.
• Knowledge of computer hardware and software.
• Skill maintaining and troubleshooting computer hardware and software.
• Skill in coordinating and prioritizing competing…