Technical Support Technician

Description

The Technical Support Technician is the first line of contact for technical support to all of Rowan College of South Jersey’s end users. The Technician tracks and reports technology issues, resolutions, and escalates problems when appropriate. Supports and maintains technology equipment and IT assets including workstations, laptops and computer peripherals.

Examples of Duties

1. Deploys and maintains all hardware and equipment while ensuring its optimal performance.
2. Manages projects and assignments in a timely and accurate fashion.
3. Provides phone and in-person support to users in the areas of email, file directories, desktop applications, Ellucian Banner enterprise information system, and custom applications.
4. Assists students and staff to configure their personal technology to interface with RCSJ's IT infrastructure.
5. Provides detailed documentation of all work performed within designated ticket management system.
6. Utilizes problem-solving skills to troubleshoot minor or wide spread problems and takes corrective action, as necessary.
7. Interacts with other members of the Division of Innovation & Technology to ensure timely and thorough resolution of end user problems and issues.
8. Provides support to the Gloucester County Education Campus Shared Services initiative.
9. Handles and transports computer equipment.
10. Keeps management informed of opportunities, problems and issues.
11. Perform other duties, as assigned.

Minimum Qualifications

Deploys and maintains all hardware and equipment while ensuring its optimal performance.

Manages projects and assignments in a timely and accurate fashion.

Provides phone, in-person, and virtual support to users in the areas of email, file directories, desktop applications, custom applications, and enterprise information systems such Ellucian Banner and Ellucian Colleague.

Assists students and staff to configure their personal technology to interface with RCSJ’s IT infrastructure.

Provides detailed documentation of all work performed within designated ticket management system.

Utilizes problem-solving skills to troubleshoot minor or wide spread problems and takes corrective action, as necessary.

Interacts with other members of the Division of Innovation & Technology across all campuses to ensure timely and thorough resolution of end user problems and issues.

Provides support to the Gloucester County Education Campus Shared Services initiative.

Handles and transports computer equipment.

Keeps management informed of opportunities, problems and issues.

Perform other duties, as assigned.

Supplemental Information

COVID-19 vaccination is a requirement for all positions at Rowan College of South Jersey. New hires are expected to be fully vaccinated before beginning work at the College. For more information about RCSJ’s vaccine requirements, visit the RCSJ Coronavirus Updates website for the latest information.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical activity of the position:

Standing

Walking

Talking

Hearing

Repetitive motion of the wrists, hands, and/or fingers such as picking, pinching, typing

Physical requirements of the position:

Light work- exerting up to 20 pounds of force occasionally and/or 10 pounds of force frequently

Visual acuity requirements of the position:

The worker is required to have close visual acuity

Workplace conditions of the position:

The worker is not substantially exposed to adverse environmental conditions.

Women and Minorities Encouraged to Apply Affirmative Action/Equal Opportunity Employer

As a New Jersey First Act Employer, new employees must establish a primary residence in New Jersey within one year unless an exemption applies.