ITS Support Technician I

• Report to scheduled and assigned duty station on time in order to provide adequate coverage for Walk-In Support or Support Center Phone Queue.
• Respond promptly to user inquiries, troubleshoot technical issues, and provide timely resolutions via various communication channels (phone, email, in-person).
• Maintain and manage the helpdesk system, ensuring accurate and up-to-date documentation of user requests, incidents, and solutions.
• Collaborate with cross-functional teams to analyze, diagnose, and resolve hardware, software, and network-related problems.
• Assist in the deployment, configuration, and maintenance of computer systems, peripherals, and software applications.
• Assist in projects such as converting to new hardware and software, moving equipment, network cabling, and classroom setup changes.
• Assist in implementing instructional technology needs and goals.
• Provide limited training in the use of new software or hardware.
• Help create and update documentation of Help Desk processes as changes to systems occur.

• Read technical journals or manuals and attend vendor seminars to learn about new computer hardware and software., *All roles include additional duties not captured in the job description, and responsibilities may evolve in response to future innovations, including emerging technologies, artificial intelligence, and new models of work At Forsyth Tech, we cultivate a culture of belonging where every member - students, staff, and faculty - are valued, respected, accepted, and encouraged to use our true and authentic self and the voice of our unique characteristics and experiences. Physical Demands Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee will need to regularly operate and use computers, phones and other electronic equipment.
• The employee will frequently communicate and must be able to exchange accurate information with others.
• The employee may need to move around their office and/or campus to attend meetings/ classes and to access files, machinery or other job-related tools.
• The employee may need to lift and/or move equipment, tools or paperwork up to 25 pounds.
• The employee may need to position themselves by reaching, stooping, kneeling or crouching in order to adjust or collect equipment and/or supplies.
• Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus.

Work Environment

• Is occasionally exposed to risk of electrical shock, disinfecting chemicals, burns from hot surfaces such as internal batteries, and other environmental factors that are commonly found in the computer support environments
• Encounters low to moderate exposure to toxic or caustic/hazardous materials
• Encounters low to moderate noise levels in the work environment
• Encounters risk of exposure to communicable diseases, blood exposure, or possible contact with blood and body fluids due to classroom and lab environment

• High school diploma or equivalent.
• Six (6) months or more of experience in a customer service or customer-facing role.
• Working knowledge of networks and PC hardware and software.
• Excellent interpersonal skills, with strong commitment to customer service.
• Ability to travel between campus sites.

Preferred Qualifications Preferred:

• Associate’s Degree or higher in a related field OR Associate’s Degree in an IT related field in progress Note: Degrees and hours must be from a college accredited by a United States Department of Education accepted accrediting agency such as SACSCOC.
• A+ and/or Basic Microsoft certifications.
• 2 or more years of directly related work experience.
• Valid Driver’s License with a driving record in good standing., * Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure guides.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

• Ability to apply concepts of basic mathematics, algebra and number base systems.

REASONING ABILITY:

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

OTHER SKILLS AND ABILITIES:

• General knowledge of Microsoft Office and Adobe Creative Cloud, 1. * Do you have a High School Diploma, GED equivalent or higher?
• Yes
• No 2. * Do you have six (6) months or more of experience in a customer service or customer-facing role.
• Yes
• No 3. * Do you have a working knowledge of networks and PC hardware and software?

1. Unofficial Transcripts
2. Other Document
3. Professional Certificates
4. Official Transcripts 1
5. Official Transcripts 2
6. Official Transcripts 3
7. Official Transcripts 4

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