GENERAL SUMMARY
The Information Technology Technician is responsible for providing quality customer service, clear
communication, and timely technical support for College users. This position provides Tier 1 technical assistance
for computer systems, software, hardware, phones, printers, classroom technology, audio-visual systems, and
related equipment. The role responds to users in person, over the phone, through remote support tools, by e-
mail, and through the IT ticketing system. It may require occasional evening and weekend work as needed.
The position also supports the operation, maintenance, troubleshooting, and readiness of classroom technology
and audio-visual systems, including instructor stations, projectors, displays, speakers, microphones, document
cameras, control systems, lecture capture or presentation equipment and other instructional technologies. The
position helps ensure that classrooms, meeting spaces and user workstations are functional, reliable, and ready
for effective use.
DUTIES AND RESPONSIBILITIES
Since every duty associated with this position may not be described herein, employees may be required to
perform duties not specifically spelled out below, although considered incidental in the performance of this
position.
1. Serve as a first point of contact for faculty, staff, students, and other users seeking technical assistance.
2. Diagnose, research, and resolve Tier 1 technical issues involving hardware, software, user accounts,
phones, printers, peripherals, classroom technology, audio-visual systems, and supported applications.
3. Advise and assist users on appropriate actions, including the basic use of College technology, classroom
systems, presentation equipment, and supported software.
4. Escalate unresolved issues to the appropriate next-level support personnel, supervisor, or vendor in
accordance with departmental procedures.
5. Configure, deploy, maintain, and troubleshoot PCs, laptops, phones, printers, classroom computers,
displays, projectors, document cameras, speakers, microphones, and other assigned technology devices.
6. Support the setup, operation, testing, maintenance, and troubleshooting of audio-visual systems.
7. Provide technical support for meetings, presentations, events, and other College activities requiring
classroom technology, portable sound systems, or audio-visual equipment.
8. Perform regular classroom technology checks to ensure instructional spaces are operational, organized,
updated, properly connected, and ready for use.
9. Maintain accurate classroom technology inventories, room equipment records, support notes, standard
configurations, and related technical documentation.
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10. Assist with planning, installation, replacement, and refresh activities for classroom technology, audio-
visual equipment, endpoint devices, phones, printers, and related peripherals.
11. Assist with the IT asset management lifecycle, including receiving, tagging, imaging, configuring,
deploying, moving, inventorying, and retiring equipment.
12. Assist with printer supplies and other technology consumables, including tracking inventory, replacing
supplies, coordinating with users, and working with vendors as needed.
13. Perform basic networking support tasks, including cable installation and testing, Wi-Fi troubleshooting,
device connectivity troubleshooting, patching, and basic network device deployment under direction.
14. Support basic identity and access management tasks, including password resets, MFA assistance,
account troubleshooting, and escalation of access or permission issues.
15. Follow established cybersecurity, data protection, acceptable use, and physical security procedures
when supporting users, handling equipment, and escalating suspected security incidents.
16. Work with vendors, internal stakeholders, and IT staff to develop and maintain accurate training
materials, technical documentation, classroom instructions, and support procedures.
17. Provide basic user training and assistance for classroom technology, presentation systems, audio-visual
equipment, computers, phones, printers, productivity applications, and other supported technology
resources.
18. Communicate clearly and professionally with faculty, staff, students, vendors, and other users regarding
issue status, troubleshooting steps, service expectations, and resolution.
19. Maintain a high level of customer service, professionalism, responsiveness, reliability, and attention to
detail.
20. Work collaboratively with the IT team to complete assigned projects, service requests, maintenance
tasks, equipment deployments, and departmental initiatives.
21. Perform other related duties as assigned.
