Associate Field Support

Position Title:

Associate Field Support

Job Description:

HINDS COMMUNITY COLLEGE

JOB TITLE: Associate Field Support                               

REPORTS TO: Adam Simmons

DEPARTMENT: Information Technology

EXEMPT: No

VICE PRESIDENT: Keri Cole

 

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.

The Associate Field Support position is responsible for delivering prompt and effective technical assistance to end-users, diagnosing and resolving hardware and software issues, and ensuring the smooth operation of IT systems. This position provides support across multiple campuses, playing a vital role in maintaining a reliable technology environment. A strong commitment to exceptional customer service is essential in assisting students, faculty, and staff with their IT needs.

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.

• Knowledge of computing functions and ability to troubleshoot common hardware/software issues for Windows-based PCs.
• Knowledge of basic software packages, such as Microsoft Office products, Adobe products, and learning management systems.
• Knowledge or experience with IT Service Management software such as ServiceNow, Remedy, Zendesk or others.
• Ability to work with people with varied technological skills.
• Ability to understand instructional and technical processes, products or concepts.
• Effective communication skills, including speaking, writing, and active listening.
• Possess strong customer service, interpersonal skills and phone etiquette.
• Strong time management, organizational, and prioritization skills.
• Proficiency in documenting support interactions, troubleshooting steps and resolutions.

EDUCATION AND/OR EXPERIENCE

Should meet at least one of the following:

• Associate’s degree in Information Technology or equivalent field from a regionally accredited institution.
• Standard high school diploma or GED and a minimum of three years of relevant experience.
• Any equivalent combination of education and experience which provides the required knowledge, skills and abilities to perform the essential duties and responsibilities of the position.

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

• Maintain knowledge of diversity-related issues, legislation, and best practices.
• Provide technical assistance to end-users and resolve their IT-related problems
• Analyze and resolve complex technical issues
• Travel to other locations to provide technical support on-site
• Regularly check, update, and resolve incidents via the ticketing system
• Diagnose and repair hardware issues with computers, printers, and other IT equipment
• Work with manufacturers to make warranty claims for equipment when necessary
• Troubleshoot software problems and provide technical support to end-users
• Install and configure operating systems, software applications, and updates
• Deploy new devices to end-users, including desktops, laptops, monitors, and other technology – ensuring that all equipment is set up and configured correctly
• Create and update documentation for troubleshooting procedures and other information relating to IT
• Work well with the other support staff and IT team members
• Provide phone support to end-users during periods with increased call volume
• Collaborate with others to complete tasks when necessary

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