ESSENTIAL JOB FUNCTIONS

Technical Support

• Troubleshoots technical equipment such as workstations and laptops.
• Handles phone calls and the current ticketing system.
• Performs general repairs to technical equipment and identifies the need for significant maintenance for referral to the vendor if under warranty.
• Performs setup for workstations and laptops and provides cable management for these devices.
• Provides technical support to classrooms virtually, via phone, or in person. Runs tests to isolate the source of issues.

Customer Service

• Answers and enters incoming calls and emails into the IT ticketing system and logs calls and emails into the Automated Call Distribution (ACD) software.
• Provides documentation and updates to service requests that the IT Support Center receives in the current ticket system, identifying and prioritizing the requests, and escalates to the Supervisor as necessary.
• Provides essential professional support via phone, email, chat, In-person and ensures that end users are notified of any changes or delays

Training & Administrative

• Gains knowledge of all utilities used within the IT Support area, including Microsoft Configuration Management Console, imaging, and installing software on workstations and laptops, Microsoft Teams, and College account management tools.
• Develops knowledge of software and hardware unique to the support area.

Culture of Respect

• Fosters and maintains a safe environment of respect and inclusion for faculty, staff, students, and members of the community.

OTHER DUTIES AND RESPONSIBILITIES

• High School Diploma or equivalency, with technical or vocational training in a closely related field.
• One (1) year of experience working in a remote and on-site technical support. *An appropriate combination of education, training, coursework, and experience may qualify a candidate.
• Preferred Qualifications/Skills: Associate degree in IT or Computer Science

About Columbus State Community College

Columbus State Community College has been meeting the diverse educational needs of the Central Ohio community for more than 50 years. The college is proud to be an important contributor to the growth and progress of the region and to serve as the front door to higher education in Central Ohio. From the first graduating class in 1965 through this year, 50,000 students have earned associate degrees in 50-plus technical fields and academic transfer programs. Columbus State also offers Associate of Arts and Associate of Science degree programs whose coursework fulfills the freshman and sophomore year requirements for bachelor’s degree programs offered by four-year colleges and universities throughout the state. Specific transfer agreements with more than 40 colleges and universities are in place at Columbus State, and new direct-to degree partnership programs are being developed all the time. Columbus State now has two campuses serving Central Ohio educational needs. The Columbus Campus is located on 85 acres in downtown Columbus. The 108-acre, full-service Delaware Campus welcomed its first students in 2010. Additionally, Columbus State offers classes at nine convenient regional learning centers throughout Central Ohio.

Connections working at Columbus State Community College