Technician, ITS Support Desk (Open to LCCC Students Only)

The Technician, ITS Support Desk position is a part-time, non-benefitted position for LCCC’s Integrated Technology Services (ITS) department. LCCC is seeking enthusiastic and hardworking individuals to be trained as proctors of our Student Computing Center. People skills are an important part of this job. Direct experience is not required, LCCC will train you, but a willingness to be trained and work directly with computers is required. This position provides technical assistance to computer system users through answering questions or resolve computer problems for clients in person, via telephone or to remote locations. This technical assistance includes, but is not limited to: computer hardware and software issues; internet usage; printing; mobile devices; software installation; word processing; spreadsheets; electronic mail; access and usage for classroom technology; and operating systems. This position will elevate and enter unresolved problems into the department tracking software. This position may require evening and weekend availability.

Other tasks may be assigned based on contemporary institutional need., ESSENTIAL FUNCTIONS: - this position is non-exempt, i.e., is eligible for compensatory or overtime pay provisions of the FLSA. This listing of essential duties is not all-inclusive, but representative; other duties may be assigned).

• Professionally respond to customer inquires including phone calls, emails, and in person questions; politely deescalate frustrated customers, attempt to resolve issues, and escalate to the supervisor when warranted
• Troubleshoot basic technology and user related issues through in person, phone calls, and e-mail to obtain the appropriate resolutions; elevate issues, as needed, to the supervisor or other ITS team members
• Report inoperable equipment or safety concerns to the appropriate supervisor or ITS member
• Answer phone calls and enter requests into the ITS tracking/ticket system as instructed
• Provide professional technical support to Student Computer Center users including support using hardware, software, internet.
• Provide support and direction to clients concerning access to virtual services and classrooms, including but not limited to: MyLCCC, use of applications, access/location of online resources.
• Follow and adhere to applicable college, department, and center polices, procedures, and practices., NOTE: This position description is a general description; it is not intended as an employment contract, nor is it intended to describe all duties someone in this position may perform. All employees of the College are expected to perform other tasks as assigned by their respective supervisor/manager regardless of job title or routine job duties.

• Maintain appropriate composure and necessary confidentiality with regard to both past and current employee, student, and donor date; issues; etc., and respect privacy needs of employees, students, donors
• Comply with highly inflexible deadlines is required to successfully perform the essential functions of this position; there will be multiple occurrences of sudden, urgent task completion required
• Adapt to a variable work schedule including evenings and weekends as needed
• Interact professionally, diplomatically, and appropriately in interacting with employees and/or students, past employees and/or students, members of the general public, and others who express opinions, may exhibit strong emotions
• Ability to effectively listen and perceive the nature of sounds and spoken words at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound
• Engage in multiple/daily instances of prolonged sitting, standing, and personal computer use, which would include keyboard and/or mouse usage as well as viewing a computer monitor
• Frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 35 pounds to perform essential position functions
• Specific vision abilities required by this position include close vision, distance vision, and ability to adjust focus
• The overall work environment requires the mental ability to shift focal point quickly due to interruptions; an employee must be able to mentally track multiple projects and tasking as well
• The noise level in the work environment is usually moderate; however, there may be unexpected instances of somewhat loud sounds, * Highschool diploma, GED, or equivalent
• Basic computer proficiency and willingness to train and work with computers.
• Current LCCC student enrolled in at least 6 credit hours or enrolled for the upcoming semester.

Preferred Qualifications:

• One year of experience in a customer service setting

The mission of Laramie County Community College is to transform our students’ lives through the power of inspired learning. Our over-arching goal is that our accomplishments as a community college will distinguish LCCC from others in the nation, in turn benefiting our communities and bringing pride to the Great State of Wyoming. Our core values include Passion, Authenticity, and the Desire to Make a Difference.