Technology Support Technician

The Technology Support Technician performs duties related to the department’s user support functions. Adheres to established processes and procedures for technology support and service delivery. Ensures efficient and effective resolution of technical issues to support the department’s operational goals., * Provides reliable and efficient server, software, and hardware support to the SFCC Community remotely, over the phone, via email, or in person, coordinating with team members to resolve user problems. Installs, manages, and maintains classroom multimedia technology and other instructional technology such as, but not limited to Extron controllers, smart boards, LCD projectors, computers, speaker system, flat panel TVs, and lecterns. Provides technology support for large events, such as conferences, graduations, and departmental meetings.

• Provides follow-up to users’ requests, incidents, tickets, and work orders to ensure proper response and satisfactory resolution, escalating unresolved tickets to appropriate team members. Educates users on procedures for resolving or preventing recurrence of technical problems and discusses technical issues with customers in non-technical and comprehensible terms, maintaining a strong service focus.
• Documents, tracks, and monitors users’ requests in the Office of Information Technology (OIT) ticketing system while assisting OIT staff to develop technical processes, as well as documentation and knowledgebase articles, effective in quickly addressing user problems.
• Participates in OIT project and change management and new initiatives. Actively participates in continual improvement of service delivery following industry-accepted models.
• Operates, supports, and works with AV system integration products, smartboards, projectors, computers, thin clients, servers, printers, tablets, phones, and other devices.
• Maintains and updates hardware and software inventory and evaluates and recommends new and replacement technologies.
• Attends educational programs, workshops, and seminars to learn new developments in the IT industry.

• Bachelor’s degree in computer science, computer and information technologies, or related field, * Associate’s degree in computer science, computer and information technologies, or related field and 1 year of relevant experience, * High school diploma (or equivalent) and 3 years of relevant experience, * MCDST or CompTIA A+ certification
• Experience with the installation, configuration, and troubleshooting of Windows operating system and other office productivity applications including Microsoft Office and Adobe products.
• Experience supporting desktops, laptops, tablets, thin clients, projectors, and a variety of peripherals
• Applicable experience in a higher education setting

Knowledge, Skills, and Abilities

• Demonstrated technical aptitude, initiative, and commitment to continuous learning. Strong customer service skills with a client-focused approach.
• Strong analytical, troubleshooting, and problem-solving skills
• Organization skills and ability to manage multiple assignments and priorities
• Commitment to maintaining privacy, security, and confidentiality.
• Ability to communicate technical guidance and instruction effectively to users, with varying levels of technical proficiency, on the use of PC, application, and systems.
• Knowledge of Microsoft and Apple operating systems
• Knowledge and skills in troubleshooting and configuration of computer hardware, printers, projectors, software installation, system maintenance, and operations
• Basic knowledge of networking principles
• Skills in utilizing and deploying Microsoft Office and Adobe productivity applications
• Knowledge of related ITIL 4 principles and practices
• Skills with Active Directory object management and group policy
• Skills in working with Microsoft Configuration Manager and other client management tools
• Ability to collaborate with Office of information technology, and members of the campus community while demonstrating professionalism, courtesy, tact, and sound judgment.
• Knowledge of AV system integration products, such as Extron and Crestron
• Skill in record keeping.
• Skill in problem solving, time management, computer use, listening, and critical thinking

Physical Demands

• Moderate physical activity is required, including lifting objects up to 50 pounds or standing and/or walking for more than four (4) hours per day.
• Work is normally performed in a typical interior/office work environment., Applications are disqualified in the first level of review if they do not meet all Minimum Qualifications listed in this job posting. (Years of experience are calculated based upon numbers of hours worked per week. Example: 2 years of experience working 20 hours per week equals 1 year of experience.) Relevant experience pertains to Minimum Qualifications, Job Summary/Basic Function, and Preferred Qualifications/Knowledge, Skills and Abilities described in this job posting. ASSUMPTIONS ARE NOT MADE at any level of SFCC’s Hiring Process if information presented in the application material does not clearly address the Minimum Qualifications, Job Summary/Basic Function, and Preferred Qualifications/Knowledge, Skills and Abilities. Number of pages of application material will not negatively/positively affect your application, however, LACK OF DETAIL may.

• This role will be required to work onsite in Santa Fe, New Mexico.
• Typically, 8:00 am - 5:00 pm, Monday through Friday.
• May be required to work after hours and/or weekends.

Santa Fe Community College is a Hispanic-serving institution, which neighbors the eight northern Indian pueblos in Northern New Mexico. We are committed to attracting and retaining highly qualified and diverse faculty and staff. SFCC strives to make our campus a place where all individuals feel welcome, nurtured, and valued. At the heart of SFCC’s mission - Empower Students, Strengthen Community. Empoderar a los Estudiantes, Fortalecer a la Comunidad - is a commitment that higher education and opportunity should be open to everyone. SFCC fosters a welcoming environment and a climate of inclusivity for students, faculty, and staff. Join the SFCC team in working to empower students and strengthen community!