Associate Field Support

Position Title:

Associate Field Support

Job Description:

HINDS COMMUNITY COLLEGE

JOB TITLE: Associate Field Support                                                 

REPORTS TO: Senior Technical Support

DEPARTMENT: Information Technology

EXEMPT: No

VICE PRESIDENT: Vice President of Planning, Effectiveness, and Technology

GENERAL STATEMENT OF THE FUNCTION

All Hinds Community College employees must commit to the Caring Campus approach to student engagement and daily apply these general behavioral objectives: listen to student questions and concerns with a positive attitude and make meaningful connections with students.

QUALIFICATIONS REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proficient in troubleshooting hardware and software issues across major operating systems, including Windows and macOS.
• Familiarity with commonly used software applications such as Microsoft Office, Adobe products, and learning management systems (e.g., Canvas, Blackboard).
• Experience with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, Zendesk, or similar.
• Strong customer service and interpersonal skills, including professional phone etiquette and the ability to support users with varying levels of technical proficiency.
• Effective communication skills, both verbal and written, with the ability to actively listen and clearly document technical support interactions and resolutions.
• Ability to clearly explain technical and instructional concepts to users with diverse levels of technical proficiency.
• Excellent time management and organizational skills, with the ability to prioritize tasks in a fast-paced environment.

EDUCATION AND/OR EXPERIENCE

• Associate’s degree in Information Technology or a related field from a regionally accredited institution; or
• High school diploma or GED with a minimum of three (3) years of relevant experience; or
• An equivalent combination of education and experience that provides the knowledge, skills, and abilities required to perform the essential functions of the position.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provide technical support to end-users through remote assistance, phone support, and on-site visits to Hinds Community College locations (Jackson, Rankin, Raymond, Utica, and Vicksburg) as required to resolve issues or fulfill departmental needs.
• Troubleshoot and repair IT equipment such as computers, printers, and peripherals; coordinate warranty claims with manufacturers when necessary.
• Install, configure, and update operating systems, software applications, and related technologies.
• Deploy and set up new devices for end-users, including desktops, laptops, monitors, and other equipment, ensuring proper configuration and functionality.
• Utilize the IT ticketing system to monitor, update, and resolve incidents; ensure accurate documentation of support interactions and resolutions.
• Create and maintain technical documentation, including troubleshooting guides and support procedures.
• Provide phone-based support during periods of high call volume and collaborate with team members to ensure efficient issue resolution.
• Demonstrate strong teamwork and communication skills while working with IT staff and other departments.

   SUPERVISORY RESPONSIBILITIES:

            None

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 job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hand to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, sit, taste and smell. The employee is frequently required to sit.

The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl.

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