Technology Support Technician

Information Technology Services (ITS) at the MCCCD is seeking a proactive Technology Support Technician to join our Customer Care team. This role is responsible for delivering exceptional customer service and resolving technical issues via phone, email, and in-person. On a daily basis, you will provide frontline support for incoming technical assistance requests and lead the generation and analysis of help desk ticket reporting. This position offers an excellent opportunity to ensure data completeness and quality outcomes while directly supporting the technology needs of our District community.

Essential Functions

30% - Help Desk Support and Customer Guidance

• Provides first-level support for desktop, audiovisual, and phone systems by responding directly to incoming requests and helpdesk tickets.
• Delivers basic help desk resolution and service desk deliveries using basic knowledge and troubleshooting scripts to solve known problems and fulfill standard service requests.
• Guides customers through the initial problem-solving process, assists with minor issues, and provides basic troubleshooting for internet and network connectivity issues.

25% - Endpoint Software and Basic Hardware Maintenance

• Assists users with standard desktop software applications, printing, scanning, copying, and digital image devices.
• Performs basic installation, configuration, removal, and troubleshooting of computers, peripheral devices, equipment, and drivers.
• Assists with new-employee equipment fulfillment during onboarding or scheduled facility moves and coordinates standard technology replacements and upgrades.

20% - Asset Tracking, Logistics, and Records Management

• Maintains system inventory, documentation, storage, and security of physical IT equipment, and orders standard replacement parts as required.
• Prepares, retrieves, and updates information within reports, logs, and ticketing/record-keeping systems.
• Assists the team in creating basic user documentation, updating support procedures, providing basic sound and video support for events, and keeping assigned tools and equipment clean and safe.

15% - Compliance and Service Operations Support

• Adheres strictly to all applicable organizational policies, technical procedures, and service level agreements during daily frontline operations.
• Works within established department guidelines to ensure routine support tasks and daily documentation workflows consistently line up with institutional requirements.

10% - Performs related duties as assigned.