Essential Duties and Responsibilities
Provides technical support for Laredo College students and employees via phone, email, and chat. Troubleshoots technical IT issues, installs/removes software, performs account management across multiple systems, and provides prompt, friendly customer services. 

Characteristic Duties and Responsibilities
1. Provides first-level technical support for end users via phone, email, and chat.
2. Receives incoming customer requests for application, software, hardware, and telephone support. Utilizes case management to dispatch cases/trouble tickets to appropriate teams via an electronic ticketing system.
3. Creates, edits, tests, and posts articles for the helpdesk support team. Supports IT technical efforts and initiatives to improve end-user computing experience.
4. Provide on-site and remote technical training assistance supporting IT initiatives and projects as needed.
5. Provides user support by creating, maintaining, and troubleshooting network (Active Directory-based) users and resetting passwords on multiple systems for numerous applications.
6. Performs other duties as required.

NOTICE:  Required Documents
To be considered for this position, you are required to upload your unofficial transcript(s). If recommended for this position an official transcript(s) will be required. In addition, if a license or certificate is required for this position, upload proof of your current license/certificate.

Required:

• Associate in applied science degree in Computer Information Systems, Data Processing, or related Field.
• One year of experience in a computer helpdesk environment, solving user problems with computer hardware and software. 
• Experience in working with MS Windows, Mac OS, mobile devices, computer networking, MS Office Suite, internet browsers, end-point security, Active Directory account management, and permissions management. 
• Must be detail-oriented, possess good problem-solving skills, and be able to work both independently and as part of a team.

• ITIL.

• Skills: Customer service, planning and prioritizing, observation and decision-making, organization and time management, emotional awareness and conflict resolution, mentoring and coaching, building and repairing trust.
• Knowledge: Computer hardware, software, systems, and peripherals. Responsibilities, experience, and skills of an IT Helpdesk technician.
• Abilities: Communicate clearly and effectively, both orally and in writing with both technical and non-technical customers. 
• Analyze problems and identify solutions. 
• Establish and maintain effective working relationships. 
• Interpret multiple sets of information to draw accurate conclusions.

Supervision Exercised
N/A

Supervision Received
Technology Support Manager

Physical Requirements
While performing the duties of this job, the employee is regularly required to sit.  
The employee is occasionally required to stand, walk, stoop, kneel, or crouch.  
The employee must occasionally lift and/or move items weighing up to 50 pounds.   
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment
Work is performed in a standard office environment.    
Work inside a well-lighted and air-conditioned area most of the time.  
The noise level in the work environment is usually quiet to moderate.

Safety
Required to work safely and follow safety rules.    
Report unsafe working conditions and behavior.  
Take reasonable and prudent actions to prevent others from engaging in unsafe practices.

Special Conditions
Immediate supervisor may assign other duties.  
May be required to work outside regular working hours, as needed.  
May be required to work at a different college work site or campus as needed.

EEO Statement
In compliance with Title VI of the Civil Rights Act of 1964, Executive Order 11246 and Title IX of the Education Amendments of 1972 and Section 504 of the Rehabilitation Act of 1973, Laredo College is open to all persons regardless of race, color, religion, sex, age, marital status, disability, or national origin who are otherwise eligible for admission as students. Furthermore, Laredo College is an Equal Opportunity Employer and no applicant or employee will be discriminated against because of race, color, religion, sex, age, marital status, disability or national origin. This institution will not enter knowingly into any contractual agreement for services or supplies with any firm failing to follow fair employment practices. 

Foreign Degrees
Foreign degrees require an evaluation for United States equivalency from an approved stated education agency or having membership with the National Association of Credential Evaluation Services (NACES). Transcripts issued outside the United States of America require a course-by-course analysis with an equivalency statement from a certified transcript evaluation service verifying the degree equivalency to that of an accredited institution within the USA. This report must be attached to your online application at the time of applying. For your convenience, we have provided the following links to assist you in complying with this requirement. However, you may use any other certified transcript evaluation service. http://tea.texas.gov/Texas_Educators/Certification/Out-of-state_Certification/Foreign_Credential_Evaluation_Services/ http://www.naces.org/members.htm

Disclaimer
The above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job, nor is it intended to be an all-inclusive list of the skills and abilities required to do the job. Duties and responsibilities may change with business needs. LC reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Employees may be required to perform other duties as requested, directed, or assigned. In addition, reasonable accommodations may be made by LC as its discretion to enable individuals with disabilities to perform the essential functions.