Associate IT Client Services Technician

Salary: $46,249.35

Edison State Community College  invites qualified candidates to apply for the full-time position of Associate IT Client Services Technician. This entry level position will join our Technology team. In this role, you will be responsible for reviewing helpdesk tickets and triaging issues reported and closing them. Apart from helpdesk tickets, you will be required to work on ad hoc projects related to software or hardware. The role will provide a challenging experience and lots of hands-on learning opportunities. We prefer candidates who have some IT background.

To be considered, candidates should include cover letter, resume, and list of education/work experience, including job titles in chronological order when completing their online application.

Edison State Community College is an EOE/AA Employer.

Functional Responsibilities :

IT Helpdesk

• Review helpdesk issues, triage them, communicate with end users and close tickets within deadlines.
• Provide exceptional customer service for telephone/walk-in users at the IT Helpdesk.
• Support AV setup requests for different rooms.
• Set up hardware/software in labs, classrooms, and offices.
• Support IT needs for special events in college.
• Work on ad hoc projects as assigned.

Documentation

• Document processes and standard operating procedures as needed.
• Identify documentation gaps and create a plan for documenting the same.

Others

• Maintain software inventory - database of all software, software keys, purchase orders, usage justification and renewal dates.
• Maintain hardware inventory - ensure all hardware allocated to end users has a corresponding entry in the Inventory system.
• Upgrade skills - Regularly read and review appropriate literature, attend workshops, seminars, and training sessions as prescribed, and participate in college sponsored professional development activities.

Requirements

Required Knowledge, Skills, and Personal Qualifications :

• Ability to demonstrate quality customer service skills.
• Ability to work professionally and collegially with a diverse group of college constituents.
• Knowledge of computer hardware standards and functionality.
• Knowledge of computer software and its compatibility with operating systems, networks, and other software, as well as the hardware requirements of each application.
• Knowledge of network and PC troubleshooting techniques.

Required Experience :

• 6 months experience or more in IT/related field.

Required Educational Background :

• Associate’s degree or equivalent experience in IT/related field.
• IT Certification preferred.

Other:

• Provide evening and weekend coverage as needed.
• Serve on committees as assigned.
• Provide coverage for special events held on Campus.

Benefits

The following benefits are available to full-time Professional/Technical employees. Employees working less than thirty hours a week are ineligible.

Health & Life Insurance:

• Edison State Community College provides excellent medical and dental plans with cost-shared premiums.
• The college offers a reimbursement program to share a portion of the employee's out-of-pocket expenses.
• Each employee receives an accidental death and dismemberment insurance policy.

Retirement Benefits:

• Edison State Community College participates in the Ohio Public Employee Retirement System (OPERS).
• Based upon the Ohio Revised Code, 10% of an Edison State employee's gross salary is deposited into their individual OPERS account. The college contributes an additional 14% which is not figured into the employee's base salary.
• An option for an alternate retirement plan is also available. Employee and employer contributions would be the same as above.

Benefits that are not cost-shared by the college (available for payroll deduction):

• Vision
• Supplementary Life Insurance
• 403(b) Tax Deferred Annuities

Vacation:

Professional/Technical employees receive 3 weeks of vacation each year which begins accruing on the employee's first pay period. After five years of employment with Edison State the Professional/Technical employee will receive 3.5 weeks each year, after ten years this increases to 4 weeks, after fifteen years the employee will receive 4.5 weeks of vacation and this once again increases to 5 weeks after twenty years of employment with the college.

Sick Leave:

Edison State employees receive 3 weeks of sick leave each year which begins accruing on the employees first pay period.

Holiday Pay:

At the start of their employment employees are eligible to receive pay for the 11 holidays for which the campus is closed.

Tuition Waiver:

• Edison State employees receive 100% of their instructional fees waived for any Edison State courses they take.
• Dependents (spouse or children) of full time Edison State employees receive the same 100% waiver for Edison State course instructional fees and dependents of part time employees receive a partial waiver.

Tuition Reimbursement:

Edison State offers partial tuition reimbursement for continued education.

Health Club Contribution:

Edison State will pay a portion of an employee's yearly premiums for a health club membership. Memberships to some local YMCA organizations can be payroll deducted.

The college also provides an on-site fitness center to employees, students and the community at no charge.