Job Summary
Under the general direction of the Lab Coordinator, assists in daily operation of Student Open Lab or Student Admissions Hub area by providing assistance to students and maintaining computer equipment in the lab.
Essential Responsibilities and Duties - Answers, evaluates, and prioritizes frequent in-person requests in a lab environment relating to specific class assignments and general computer functions, as well as any incoming telephone, voice mail, or email requests for assistance.
- Queries user to collect information about requests and leads user through logical steps and diagnostic procedures to help user determine the solution to the request.
- Handles problem recognition, research, isolation, resolution and follow-up of routine user problems, referring more complex problems to supervisor or technical staff.
- Under the direction of the Lab Coordinator, calls software and hardware vendors to initiate service requests and follow-up on service of defective products.
- Under the direction of the Lab Coordinator, writes or revises user training manuals and procedures.
- Installs computers, software, and peripheral equipment.
- Keeps lab in working order by cleaning, adding paper and toner to printers, etc.
- Stays current with basic functions of all software available in the lab. Essential Responsibilities and Duties Continued Minimum Qualifications High School diploma (or GED) plus completion of CIS1020 (or equivalent Computer Essentials college course) with a grade of C or higher.
1 year paid experience in a computer-related or customer service-related position; or equivalent combination of education and experience.
Preferred Qualifications - Knowledge of HTML, Java, and other Internet applications.
- Knowledge of print-metering software (Pharos)
- Knowledge of software distribution tools (SCCM, etc.)
- Knowledge of wireless network technology.
- Knowledge of virtual desktop environments.
- A+ Certification
- Microsoft Certifications Knowledge, Skills & Abilities - Must be dependable.
- Good communications skills (written and oral).
- Must be extremely customer-service oriented.
- Ability to work closely with team members.
- Good organizational skills and the ability to work with staff / faculty / students at all skill / management levels.
- A wide degree of creativity and latitude is expected.
- Ability to learn systems and procedures quickly.
- Strong working knowledge of personal computers, including hardware setup / troubleshooting, software installation, performance tuning, and general maintenance.
- Strong working knowledge of Microsoft Windows operating systems.
- Strong working knowledge of Microsoft Office Suite and Internet Explorer.
Ability to communicate effectively with a broad range of diverse people, ability, culture, ethnic background, to maintain good working relationships across the College.
Ability to work with all groups in a diverse academic, socioeconomic, cultural and ethnic background of community college students, faculty and staff, including those with disabilities.
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