Technical Analyst I

Position Title:

Technical Analyst I

Job Description:

POSITION: Technical Analyst I

STATUS: Full-Time

DEPARTMENT: Technology Support and Media Services

DIVISION: Information Technology

CLASSIFICATION: Non-exempt

UNION: TOSSC-AFT Local 604

REPORTS TO: Manager, Technical Support

PLACEMENT: Grade 109

HIRING RANGE: $25.16 - $26.67 per hour

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The student population at the college is diverse in ethnicity, gender, language, age and background. Joliet Junior College is an AA/EO employer and strongly encourages applications from candidates who would enhance the diversity of its staff.

POSITION SUMMARY

The Technical Analyst I will provide friendly, knowledgeable customer service focused technical support for JJC faculty, staff and students. Technical Analyst I will answer helpdesk phones and participate in the installation, troubleshooting, and repair of computer equipment, displays, sound systems, and classroom technology. Technical Analyst I will assist with virtual meetings and hybrid classes. This role is designed to provide evening coverage and maintain continuity of operations during assigned evening hours.

ESSENTIAL JOB DUTIES AND KEY RESPONSIBILITIES

1. Answer helpdesk phones and enter data into ticket system, spreadsheets, databases, etc.

2. Assist users with software and hardware problem resolution, password resets, unlock accounts, and general computer help.

3. Install and configure operating systems, drivers and applications onto computer equipment.

4. Set-up, provide routine maintenance, troubleshoot, and repair of computer equipment, display equipment, AV and other peripherals.

5. Support meetings and events. Co-organize and serve as technician for virtual meetings. Assist with setup and strike of AV equipment. Serve as operator/technician during events.

6. Perform other related duties as assigned.

MINIMUM QUALIFICATIONS

1. Two (2) years of technical support experience (equivalent education and training to be considered)

2. High school diploma or equivalent.

3. Strong writing and organizational skills for data entry.

4. Excellent communication and customer service skills.

5. Ability to establish and maintain cooperative and effective working relationships with other members of the college and community, displaying cultural competence as well as emotional intelligence.

6. Demonstrated commitment to the college's core values of respect and inclusion, sustainability, integrity, collaboration, humor and well-being, innovation, and quality.

PREFERRED QUALIFICATIONS

1. Associate degree in Computer Science or related field.

2. A+ Certification.

3. Macintosh experience.

4. Current knowledge of AV best practices.

5. English and Spanish verbal and written communication proficiency.

6. Demonstrated multicultural competence.

WORK SCHEDULE

1. 40 hours per week.

2. Shift start time is seniority dependent

3. On-site position.

PHYSICAL DEMANDS

1. Ability to lift and move up to 50 pounds.

2. Requires bending, stooping, kneeling, reaching, and ladder use.

3. Campus is large and employees are expected to walk multiple miles within 8hr shift.

WORKING CONDITIONS

1. Most duties performed indoors; some exterior work may be required.

2. Some travel might be needed.

Internal candidates must adhere to the terms of employment regarding length of time in current position as outlined in their union contract.

Full Time/Part Time:

Full time

Union (If Applicable):

TOSSC

Scheduled Hours:

40