Summary of Position

The mission of information technology services is to maintain reliable and secure technology infrastructure in order to provide support for diverse learning platforms through knowledgeable support and industry standard technology in accordance with CCCS policy guidelines and RRCC mission statement.

This position exists to directly support the tier II technicians in providing technical support to all facets of desktop information technology needs. It is a reference point for all IT related queries at the user level, responds to user needs in a timely manner and ensuring the optimal running of all systems, among other technical duties.  Primary focus of this position is to image, configure and repair Desktop, Mobile, and Apple devices.  Support includes troubleshooting all devices operating systems, as needed i.e. Linux, IOS, and other operating systems as the need comes.

Description of Position

• Tech Support - Assist tier II technicians in providing technical tier II support for faculty, staff, and students in resolving work tickets, these include classroom computer, labs, office areas, and open use computers. Diagnose computer problems, monitor computer processing systems, install software, and perform tests on computer equipment and programs. Duties include working with hardware and software issues along with providing routine maintenance and quality control, all done in accordance to CCCS policies and procedures, and RRCC Information Technology Services rules and regulations.

• Ticket System Documentation - Enter work order information in the work ticket system, provide computer description and propitiation of the issue in the ticket.  Notify the IT staff member of the ticket and follow up if necessary with the requestor.

• Projects - Complete projects such as computer refresh, asset location, and software configuration for computer labs

•  Knowledgebase Documentation - Maintain and compose documentation on all procedures to including hardware/software installs and upgrades pertaining to RRCC Computer Services department. Perform duties and align practices in accordance with CCCS IT policies, procedures, and system protocols as set by RRCC Information Technology Services department
• Ancillary duties - Assist the other computer services staff by following a standard set of questions with basic solutions that are found on the Knowledgebase and other areas.