Customer Support Technician

Role Summary:

The Customer Support Technician provides direct support of computers, peripheral equipment,

software, and converged educational technology through the Customer Support Services Team

(CSS) at Iowa Lakes Community College. This includes all equipment from the network's edge

to the end user and a wide range of computer and audio/visual peripherals including projectors,

displays, document cameras, audio amplification, and similar equipment. The position provides

operational support and incident resolution for both individual components and systems and

works closely with end-users to solve both technical and operational problems.

The Customer Support Technician will document solutions and work closely with the Customer

Services Support Team, the Service Desk, and the System Administrators to efficiently resolve

issues.

Primary Job Responsibilities

• Provides excellent customer service to all Iowa Lakes Community College staff and
• students
• Install, supports, and repairs College computers, peripherals, software, and educational
• technology equipment
• Interfaces effectively, efficiently, and professionally with end users to resolve issues
• related to effective use of technology
• Travels to on-campus and off-campus facilities for installation, demonstration,
• maintenance and repair of equipment
• Observes and reports equipment performance deficiencies
• Promotes self-service and coaches end users to use self-service when remote or desk
• side visit could have been avoided
• Provides on-going operational training to end-users with hands-on training and/or writing
• technical support documentation for installed classroom systems.
• Provides set-up, operation, and teardown of AV support for miscellaneous college
• events
• Maintains confidentiality for students, faculty, and staff profiles
• Establishes and maintains strong working relationships with colleagues, staff,
• administrators, and the public
• Possess strong organizational skills and high attention to detail
• Exhibits excellent written and verbal communication skills
• Displays a positive, friendly and respectful attitude towards clients and co-workers
• Maintains a safe and clean environment by keeping workstations neat and organized
• Maintains good attendance
• Conforms to company dress code
• Attends meetings on a regular basis
• Other duties as assigned by management

Supervisory Responsibilities

This position does not require any supervisory duties.

Physical Demands

• Performs 5 hours of an 8-hour workday in a sitting position behind a desk
• Occasional standing, pushing, pulling, grasping, crawling, and climbing
• Frequently reaches and views on computer equipment
• Constant sitting, walking, repetitive motion, talking, hearing & data entry
• Ability to identify and distinguish colors, close quarters and distance focus capability and
• judge depth perception
• Delivery of office equipment to client locations, utilization of stair climbing equipment is
• sometimes necessary
• Uses hands and appropriate tools
• Frequently types on a keyboard
• Frequently lifts phone receiver to speak to clients and employees
• Occasionally works in warehouse
• Frequently moves and lifts up to 50 lbs
• Occasionally drives company vehicle

Cognitive Demands

• Applies good reasoning for handling client complaints
• Trouble shoots machine repair service needs

Attitude/Aptitude

• Has a positive attitude towards job duties
• Is a team player
• Works well under stress
• Ability to control emotions
• Makes good decisions
• Works independently to complete workload

Work Environment

• The office is located on the Iowa Lakes Community College campus
• The office can be cool & dry, and warm & humid
• Works in the warehouse occasionally
• Noise level is low, ringing phones

Work Schedule

• The employee works a full-time schedule, Monday-Thursday from 8:00am-4:30pm and Friday
• from 7:30am-4:00pm; scheduled on call as needed
• This position is Non-Exempt; All overtime work must receive the supervisor's prior authorization
• Must be able to work evening and weekends as required

Qualifications

• Employee must be able to execute strong customer service skills
• An associate degree or Certificate/Diploma in computer science or related field
• One to three years of recognized success in Desktop Support, Audio/Visual Support,
• educational technology, or a related field
• Computer knowledge: Microsoft Word, PowerPoint and Excel, MAC operating system,
• and Adobe Flash Media Live

Preferred Education/Experience

• Comp TIA A+ Certification
• InfoComm CTS Certified Technology Specialist
• Three to Five years of recognized success in Desktop Support, Audio/Visual Support, or
• a related field
• Experience supporting Higher Education
• Valid driver's license

This job description may not be all inclusive. There may be other duties the employee is called upon to do in their position.

?? Responsibilities

• Provide support for computers, software, peripherals, and educational technology
• Install, maintain, and repair AV and IT equipment across campus and offsite locations
• Interface professionally with staff and students to resolve technical issues
• Travel for equipment setup, demonstrations, and maintenance
• Identify and report technical issues or deficiencies
• Encourage and train users to use self-service tools
• Document support procedures and solutions
• Set up and manage AV equipment for campus events
• Maintain confidentiality and protect user data
• Keep work areas clean and organized
• Attend staff meetings and maintain regular attendance
• Comply with dress code and safety guidelines
• Perform additional duties as assigned

? Qualifications

• Associate degree or certificate/diploma in Computer Science or related field
• 1-3 years of experience in desktop support, AV support, or educational technology
• Strong customer service orientation
• Ability to work full-time with flexible scheduling including evenings/weekends/on-call
• Must be able to lift up to 50 lbs and perform physical tasks
• Valid driver's license required
• Strong written and verbal communication skills
• Ability to work independently and as part of a team

• Strong customer service and interpersonal communication
• Desktop support for hardware, software, and peripherals
• Troubleshooting AV and classroom technology
• Technical documentation and solution logging
• On-site equipment installation and maintenance
• Organizational and time management skills
• Hands-on training for end users
• Strong attention to detail
• Ability to handle physical demands (lifting, equipment transport)
• Problem-solving and decision-making under pressure
• Professional demeanor and teamwork

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.