Field Technician - District Office - MISSISSIPPI GULF COAST COMMUNITY COLLEGE : Job Details

Job Title Field Technician - District Office Job Description

TECHNICAL SUPPORT MANAGEMENT:

* Provide comprehensive technical support to students, employees, and community partners for a variety of issues, including software, hardware, and network problems.

* Diagnose and resolve technical issues related to desktops, laptops, printers, mobile devices, and other technology equipment.

* Troubleshoot and resolve general connectivity issues, including Wi-Fi, VPN, and LAN troubleshooting.

* Offer timely and effective solutions while minimizing downtime for users.

CASE MANAGEMENT

* Manage and prioritize technical support tickets submitted via an online ServiceNow ticketing system.

* Triage and assign cases in a timely manner to the appropriate technical team.

* Accurately log, update, and close support cases, ensuring detailed documentation of each issue and resolution.

* Follow up on open tickets to ensure successful resolution

INVENTORY MANAGEMENT:

* Track, monitor, and maintain accurate data in Asset Panda Inventory Management System. Ensure all laptop, desktop and audio-visual inventory assets are accounted for, properly documented, and easily retrievable.

ANNUAL COMPUTER REFRESH & DEPLOYMENT:

* Configure, set up, and test new laptops, desktops, and related devices for deployment to students, faculty, and staff on an annual basis.

* Assist with the deployment of new technology, ensuring that all systems are properly configured and meet security and operational standards.

* Ensure timely and efficient distribution of new devices to end-users.

EVENT MANAGEMENT:

* Provide on-site technical support during college events, including AV equipment setup, networking support, and troubleshooting technical issues during live events.

* Coordinate with event organizers to ensure seamless technical operations for meetings, conferences, and special events.

EMPLOYEE TRAINING & DOCUMENTATION:

* Develop and conduct a variety of training sessions for college employees on technology usage and best practices.

* Maintain quality technical documentation and resources to support users and facilitate knowledge sharing.

COMMUNICATION:

* Communicate effectively with users to ensure that they are informed of the status of their requests and that their technical issues are resolved to satisfaction.

* Work closely with other technical teams within the Division of Technology & Research to escalate complex issues and share knowledge of common problems and solutions.

GENERAL:

* Ability to work within strict deadlines and manage tickets in a high-pressure environment.

* Assume responsibility for special assignments initiated by administration or stakeholders.

* Adhere to all policies, procedures, and laws governing employees of the institution.

Job Duties

GENERAL STATEMENT OF FUNCTION:

The Field Technician works within the Technical Support & Desktop Services Team and is responsible for diagnosing and resolving technical issues submitted by students, faculty, staff, and community partners. This is a hands-on role involving troubleshooting software, hardware, and network-related problems, as well as supporting technology needs during college events. The Field Technician will assist with configuring, deploying, and maintaining new laptops and desktops, and will help manage the college's technology inventory using an online asset management system. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work in a fast-paced, customer-focused environment.

Mandatory Qualifications

(M1) Minimum of an Associate Degree in a technical field, or 5 years experience working in a computer repair related environment. (M2) CompTIA A+ certification or equivalent. (M3) Experience working with Windows and macOS Operating Systems. (M4) Experience working with Microsoft Office Productivity Suite. (M5) Willingness to travel to multiple campuses. (M6) Excellent oral and written communication skills in both technical and non-technical environments. (M7) Physically able to complete minimal tasks related to the position, including lifting 50 lbs., climbing stairs and ladders. (M8) Must have a valid driver's license.

Desirable Qualifications

(D1) A+ Certification, Network+ Certification, Microsoft Certifications, and Cisco CCNA and Cisco VoIP experience. (D2) Experience with Apple Mac OS X as it applies to all Apple hardware platforms including iOS devices. (D3) Software, hardware and network troubleshooting and problem resolution experience. (D4) Working knowledge of networking protocols and services such as TCP/IP, DHCP, and DNS. (D5) Working knowledge of Ethernet cabling standards and termination.

EEO Statement

Mississippi Gulf Coast Community College is an Equal Opportunity Employer and welcomes students and employees without regard to race, religion, color, national origin, sex, age or qualified disability in its programs and activities. For further information, contact the Compliance Officer, P.O. Box 609, Perkinston, Mississippi 39573, telephone number 601-###-####, email address [email protected].

The College:

The Mississippi Gulf Coast Community College District serves a four-county area with three major campuses, the Community Campus and four centers including: Perkinston Campus, Perkinston, MS; Harrison County Campus, Gulfport, MS; Jackson County Campus, Gautier, MS. Additionally, Mississippi Gulf Coast Advanced Manufacturing and Technology Center, Gulfport, MS; Keesler Center, Biloxi, MS; West Harrison Center, Long Beach, MS; and George County Center, Lucedale, MS.

State and regional associations accredit Mississippi Gulf Coast Community College, and several programs are accredited nationally. Offerings include academic, technical degree, vocational skill and adult continuing education programs.

Classification Staff

Posting Detail Information

Open Date 11/19/2024 Close Date 12/09/2024 Open Until Filled No Special Instructions to Applicants For more information on the position, please contact (Name, Address, Phone, and Email):

Adam Swanson, Ph.D.

Vice President, Technology & Research

Mississippi Gulf Coast Community College

Harrison County Campus

Ph. 228-###-####

[email protected]