Technology Support Technician

Information Technology Services (ITS) at the MCCCD is seeking a proactive Technology Support Technician to join our Customer Care team. This role is responsible for delivering exceptional customer service and resolving technical issues via phone, email, and in-person. On a daily basis, you will provide frontline support for incoming technical assistance requests and lead the generation and analysis of help desk ticket reporting. This position offers an excellent opportunity to ensure data completeness and quality outcomes while directly supporting the technology needs of our District community., 30% - Help Desk Support and Customer Guidance

• Provides first-level support for desktop, audiovisual, and phone systems by responding directly to incoming requests and helpdesk tickets.
• Delivers basic help desk resolution and service desk deliveries using basic knowledge and troubleshooting scripts to solve known problems and fulfill standard service requests.
• Guides customers through the initial problem-solving process, assists with minor issues, and provides basic troubleshooting for internet and network connectivity issues.

25% - Endpoint Software and Basic Hardware Maintenance

• Assists users with standard desktop software applications, printing, scanning, copying, and digital image devices.
• Performs basic installation, configuration, removal, and troubleshooting of computers, peripheral devices, equipment, and drivers.
• Assists with new-employee equipment fulfillment during onboarding or scheduled facility moves and coordinates standard technology replacements and upgrades.

20% - Asset Tracking, Logistics, and Records Management

• Maintains system inventory, documentation, storage, and security of physical IT equipment, and orders standard replacement parts as required.
• Prepares, retrieves, and updates information within reports, logs, and ticketing/record-keeping systems.
• Assists the team in creating basic user documentation, updating support procedures, providing basic sound and video support for events, and keeping assigned tools and equipment clean and safe.

15% - Compliance and Service Operations Support

• Adheres strictly to all applicable organizational policies, technical procedures, and service level agreements during daily frontline operations.
• Works within established department guidelines to ensure routine support tasks and daily documentation workflows consistently line up with institutional requirements.

10% - Performs related duties as assigned., The selected candidate will need to reside in the Phoenix area or relocate within an agreed upon timeframe

This role may involve after hours work and non-regular business hours

May be required to sit for a prolonged period of time; viewing a computer monitor

May be required to present in large meetings and sponsored events, Additional materials will not be accepted after the job posting has closed.

Missing materials or incomplete employment history will not be considered.

Please ensure your materials clearly provide the following information.

• Clearly illustrate how prior experience, knowledge and education meet the minimum and desired qualifications for this position.
• Indicate whether former or current employment is Full-Time or;
• Part-Time employment (must include number of hours worked)
• Provide employment history in a month/year format (e.g., 09/07 to 10/11) including job title, job duties, for each position held and name of employer for each position.
• Three professional references, preferably current and/or former supervisors. If references are not provided in resume upon application, they will be requested at time of interview.

High School Diploma or GED and one (1) year of experience with desktop user support or technical support for equipment, networks, systems, telecommunications, or technology security, appropriate to assignment., An equivalent combination of the conferred degree, education, certification and directly related full-time work experience as described above sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation, may be considered., 1. Experience providing technical support and/or related customer support

1. Associate’s degree from an accredited institution
2. Industry-recognized computer-related certification(s)
3. One year of full-time relevant MCCCD experience during the previous two years

life insurance, paid time off, sick time, long term disability, tuition reimbursement, 403(b), Maricopa County Community College District (MCCCD) is committed to providing a competitive and comprehensive benefits program that supports our employees’ and their families’ health and well-being. Therefore, the MCCCD benefits support every stage of life and are designed to meet the diverse needs of our community. Explore the wide range of benefits and perks available to eligible employees at MCCCD:

Affordable and Comprehensive Benefits Package:

• Nationwide Medical, Dental, and Vision Coverage
• Paid Time Off: Vacation, Sick Leave, and Personal Time
• 20 Paid Observed Holidays
• Company-paid Life Insurance, AD&D, and Short-Term Disability plans, with the option to purchase supplemental coverage
• Arizona State Retirement System (ASRS) Pension, including Long Term Disability and Retiree Health Insurance with 100% employer-matching contributions
• Optional Retirement Plans: 403(b), 457(b), Roth 403(b), Roth 457(b)
• Tuition Reimbursement for employees and dependents
• Annual Professional Development Funding
• Flexible Work Schedules

Employee Health & Wellness Programs:

• District-Wide Wellness Program with Workshops and Webinars
• Monthly Health & Wellness Calendar and Newsletter
• Virta Diabetes Reversal Program and Support Groups
• Employee Assistance Program (EAP)
• Sight-On-Site Eye Care Services
• Pre-Retirement Planning Events
• Qualifying Employer for Public Service Loan Forgiveness (potential loan forgiveness for federal Direct Loans after meeting repayment requirements and working full-time for an eligible employer)

The Maricopa County Community College District is one of the largest community college systems in the nation. Home to 10 individually accredited community colleges and 31 satellite locations, we proudly serve students in every corner of the Valley. Each day, our dedicated faculty, staff, and administrators, live out our vision- creating excellence in education for a better world.

We focus on people-not profits. With 100% acceptance, zero rejections, and affordable tuition, we provide the flexibility and support our students need to succeed in and beyond the classroom. Discover how we’re changing college.

We don’t just support our community-we help build it. We are the largest provider of workforce development training in the state. The activities of our colleges and their students support one out of every 28 jobs in Maricopa County. Learn about our economic impact.

We believe our employees are our most valuable asset. Our 10 colleges and District Office support nearly 10,000 jobs and careers throughout Greater Phoenix.

Join us in making a real difference in the lives of over 140,000 college students each year.