Position Summary

The IT Support Technician assists Information Technology departmental staff and the institution in maintenance and troubleshooting end-user information-technology systems, such as computers, printers, scanners, and projectors.  The Technician aids the Information Technology department in maintaining servers, services, and cloud-based platforms.  The Technician will receive direct supervision from the Chief Information Officer and exercises no supervision.

Final Position Schedule: To be determined based on department needs and Technician availability. Position expected to maintain assigned/consistent hours. Position allocated for up to 24 hours/week. 

Essential Duties and Responsibilities

• Support employees, students, and visitors using various methods, including instant-messaging programs, email, and phone
• Instruct employees and students on how to properly login to college-managed IT services, including how to setup multifactor authentication (MFA)
• Verify identities of remote users before changing or divulging any information about the remote users
• Inspect the College’s ticket system on an hourly basis; ensure all assigned tickets are updated at least once per week; provide timely resolution to incidents
• Troubleshoot systems used by the College’s end users, including but not limited to Windows client devices, printers, scanners, projectors, and end-user applications
• Aid departmental staff in managing the College Windows servers, Linux servers, and virtualization platforms
• Adhere to information-technology security requirements as provided by the College, North Carolina Department of Information Technology, North Carolina Community College System, state law, federal law, and other governing bodies
• Elevate requests to departmental staff as appropriate

Other Important Duties

• Install networking cables in plenum/ceiling spaces and walls as requested
• As requested, will aid departmental staff in the management of the College’s cloud services including but not limited to, Microsoft Azure, Microsoft Defender, Amazon Web Services (AWS), and Ellucian Cloud; maintaining the College’s security posture by reviewing security-alert reports and responding to incidents in an appropriate manner; maintain documentation according to editorial and style requirements set forth by the supervisor
• Serve as a backup for Information Technology department staff members for various functions as required
• Complete required and voluntary professional development to adapt to the College’s evolving needs
• Stay current on technology trends
• Travel to MCC service locations as required to perform assigned work
• Other duties as assigned