Senior IT Technician

The Senior IT Technician provides all levels of technical support to users of computers and related computer equipment throughout the College. Support provided by the Senior IT Technician shall include, but not be limited to, installing hardware and software; performing trouble-shooting, problem diagnosis, and repair of computers and related computer equipment at the new Advanced Technology Center (ATC), Brae Loch Restaurant and Grayslake campus OR at Lakeshore Campus OR at Southlake Campus., Independently performs 75% or more of the following tasks:

User Support (60%)

• Consistently provides excellent customer service, displaying customer care best practices in support of students, faculty, staff, and other constituents.

• Acts as primary point of escalation from first level support to troubleshoot and resolve computer hardware, software, peripherals, audio visual and networking issues at their root cause.

• Uses efficient and effective troubleshooting techniques to gather information, identify the core of the problem, and determine its root cause.

• Efficiently and effectively escalates issues after an appropriate time or when issues require further expertise.

• Identifies and leverages opportunities to improve the productivity of faculty and staff by providing just-in-time training on optimal operation of computer hardware, software, audio visual and peripherals.

• Eagerly assists other Technology Support staff in resolving issues at their root cause.

Issue and Ticket Management (20%)

• Accurately documents and maintains all support requests and efforts in the ticket management system.

• Ensures support tickets are appropriately transferred, escalated, and closed.

• Keeps customers updated on the status of their open incidents.

• Ensures that customers are satisfied upon ticket closure.

Projects and Administration (10%)

• Installs, deploys, and maintains authorized computer hardware, software, peripherals and audio visual for faculty and staff in accordance with the College's acceptable use policy.

• Installs, deploys, and maintains authorized computer hardware, software, audio visual and peripherals in classrooms and College labs in accordance with the College's acceptable use policy.

• Accountable for problem-free operation of computer hardware, software, peripherals, audio visual and networking in classrooms and College labs. · Travels to other campuses to provide coverage as needed.

• Assists with special projects as assigned.

• Administers select network-related systems as defined.

• Scans technology marketplace to identify opportunities for further research and recommends new technologies for deployment in service of student, faculty, and staff productivity.

• Assists in assessing the need for new and/or additional technology.

Other Duties (10%)

• Acts as first level support when required, performing troubleshooting in person and via phone, email and chat.

• Assists with documenting and maintaining up-to-date, accurate, and helpful information the department's knowledge base

• Assists in the development and enforcement of computer hardware, software, peripherals, audio visual and networking standards and acceptable use policies for students, faculty, and staff.

• Assists in the development and enforcement of computer hardware, software, peripheral, and networking standards and acceptable use policies for classrooms and computer labs.

• Acts as an IT liaison between to faculty and staff to communicate changes, gather feedback, suggest improvements, and implement solutions.

• Models all institution and regulatory policies, procedures and standards.

• Utilizes self-appraisal to determine progress in meeting performance management system objectives and career goals.

• Proactively works with other members of the College to identify and implement key opportunities for operational improvements.

• Other duties as assigned

Do you have experience in Working with students from diverse cultural backgrounds?, Do you have a High school diploma or GED?, * Bachelor's Degree with one year of experience in a technology support role OR Associates Degree with two years of experience in an information technology role, at least 18 months of which were in a technology support role OR High School/GED plus four years of experience in an information technology role, at least 3 years of which were in a technology support role.

• Effective verbal and written communication skills

• Ability to work effectively with a wide range of customers and a focus on diversity, equity, and inclusion

• Committed to keeping up-to-date with the ever-changing technology landscape.

• Reflect a positive, high-energy and professional demeanor

• Demonstrated ability to work well on and contribute to the high performance of a team

• Demonstrated ability to prioritize and deliver according to deadlines while handling multiple tasks, ability to exercise judgment, handle confidential information, and function with minimal supervision

• Demonstrated excellent organizational abilities and attention to detail

• Ability to explain technical concepts and procedures to non-technical users

• Ability to problem-solve, analyze information to make informed decisions and/or recommendations

• Applies principles of logical thinking to a wide range of intellectual and practical problems.

• Ability to travel between campuses.

• Proven ability to work effectively and constructively with persons of diverse cultures, language groups, and abilities; demonstrate sensitivity to and ability to work with the diverse academic, socioeconomic, cultural and ethnic backgrounds of community college students, faculty, and staff, including those with disabilities; establish and maintain effective working relationships with those contacted in the course of work.

DESIRED QUALIFICATIONS - The following qualifications are desired:

• Higher Education experience ideally in a community college setting

• An innate focus on students and their success

• Demonstrated ability to build and maintain strong relationships with internal and external stakeholders

• Strong analytical skills

• An interest in improving existing processes and procedures on a continual basis

• Ability to manage projects as needed.

• Bilingual Spanish and English

Pulled from the full job description

• Retirement plan
• Vision insurance
• Dental insurance
• Flexible spending account
• Life insurance
• Disability insurance
• Paid holidays

Full job description

Why choose the College of Lake County for your next opportunity?

The College of Lake County (CLC) offers a competitive salary, excellent benefits that includes Blue Cross Blue Shield of Illinois health, Delta Dental and Superior Vision insurance plans, tuition support for employees and qualified family members, three retirement plans, disability, group and supplemental life insurance, health and dependent care flexible spending account plans, a compressed work week in the summer (Closed Fridays!), generous vacation, sick and personal time off and 14 paid holidays each year.

Some benefits will not be available for Part-Time or Part Time Staff Under 20 Hours (ex: health insurance).