Senior IT Technician

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Posting Details

Posting Detail Information

Posting Number S02836

Position Title Senior IT Technician

Internal Position Title Senior IT Technician

Department Technology Support

Position Type Staff

Job Family Specialist

Job Summary

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. This role reports to the Manager, Desktop Services.

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 four-day work week in the summer (Fridays off!), generous vacation, sick and personal time off and 14 paid holidays each year.

CLC is a comprehensive community college located in northeastern Illinois committed to being an innovative educational institution providing life-changing paths for our students by offering exceptional learning experiences. CLC achieved a milestone in 2023 with its designation as a Leader College. This national recognition awarded by the Achieving the Dream Network is the result of improved student outcomes through the CLC’s relentless commitment to transformational change and the implementation of innovative practices within the student success model over the past few years.

CLC aspires to be a place where every student succeeds, every employee thrives, so that every business achieves and every community grows. Our mission is to be innovative and value-driven in supporting student success through developing and encouraging employees of all backgrounds on their journey toward achieving personal and professional growth.

Required Qualification(s)

• Bachelor’s Degree with one (1) year of experience in a technology support role OR Associates Degree with two (2) years of experience in an information technology role, at least 18 months of which were in a technology support role OR High School/equivalent plus four (4) years of experience in an information technology role, at least three (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 Qualification(s)

• 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

Posting Date 10/01/2024

Closing Date 10/15/2024

Expected Start Date

Special Instructions Summary

Pay Rate Salary, benefits, and other terms and conditions of employment are highly competitive and will be commensurate with the candidate’s background and experience.

Full-Time/Part-Time Full-Time

Location Grayslake

Total Hours per week 40.00

Work Schedule

Monday – Friday, Hours: 12:30 pm – 9:00 pm

Interview Process Requirements None

EEO Statement

The College of Lake County is an equal opportunity employer and has a strong commitment to diversity. In that spirit, it seeks a broad spectrum of candidates including minorities, women and people with disabilities.

Summary of Essential Functions

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

Posting Specific Questions – supplemental questions

Required fields are indicated with an asterisk ().

Do you have a Bachelor’s Degree with one (1) year of experience in a technology support role OR Associates Degree with two (2) years of experience in an information technology role, at least 18 months of which were in a technology support role OR a High School Diploma or equivalent with four (4) years of experience in an information technology role, at least three (3) years of which were in a technology support role?

Yes

No

Do you have prior community college/higher education experience?

Yes

No

Are you bilingual and proficient in Spanish and English?

Yes

No

Do you have the ability to explain technical concepts and procedures to non-technical users?

Yes

No

Do you have the ability to manage projects as needed?

Yes

No

Applicant Documents

Required Documents

Resume

Cover Letter

Unofficial Transcript 1

Optional Documents

Unofficial Transcript 2