Technology Service Center Representative III

Howard Community College ( HCC) is an exciting place to work, learn, and grow! We are proud to have received the Great Colleges to Work For honor for 12 consecutive years, 2009-2020.

Howard Community College values diversity among its faculty, staff and student population. We are an innovative institution that is committed to responding to the ever-changing needs and interests of a diverse and dynamic community. No matter where you want to go in your career, you can get there from here!

Provide tier 1 and tier 2 technical support for faculty, staff, students, and members of the public contacting the Technology Service Center via phone, TSC Portal, and in person. Evaluate and troubleshoot customer problems and provide immediate solutions, if practicable, or assign action to the appropriate second level IT department for resolution. Maintain a high level of proficiency with Microsoft Office, Ellucian Colleague and Recruit, myHCC, Canvas LMS, Fischer Password Services, Duo Authentication, and other college software applications necessary for providing technical assistance. Assist in the daily operations of the student computer study labs.

* Answer and log Help Desk incidents and requests, providing a high level of customer service and detailed documentation.

* Assess problems and provide resolution or referral for a wide range of technical issues.

* Coordinate with IT Divisions to provide resolutions to common issues and quickly escalate issues to the appropriate areas.

* Provide personal assistance to users on location, when possible, for quick resolution.
* Support the provisioning process for college network accounts, exchange accounts, Colleague accounts, and other application access.

* Troubleshoot account issues, escalating when necessary to provide timely resolutions for users.

* Troubleshoot and assist customers in connecting to the HCC wireless network from their personal wireless devices.

* Troubleshoot Canvas LMS login accounts and assist with Respondus Lockdown Browser.

* Document department procedures and training to assist with onboarding of new employees and uniformity of service.

* Oversee the student laptop loan program by helping to maintain accurate inventory and ensure lab staff follow loan procedures.

* Assist with hardware support for student loaner laptops, including triaging and repairing damaged equipment.

* Oversee part-time lab staff, ensuring that staff follow documented procedures and provide training when needed.

* Distribute software in accordance with the MEEC agreement to staff and faculty members, providing installation instructions and technical support.

* Assist in training and monitoring student workers in the student computer study labs.

* Assist students with software applications, equipment, printing and utilization of the student computer study labs.

* Assist with maintaining the Technology service center myHCC (portal) site.

* Create flyers and post signs to keep students informed about hours and other issues regarding the computer labs.

* Assist supervisor with preparation of technology service center reports and IT vital signs data.
* Oversee the daily operations of the HCC Print Shop, including operation of specialized hardware, assisting customers with custom requests, and creating supply orders.

* Perform other duties as assigned.

Preferred:

OTHER REQUIREMENTS

Standing several hours a day to run equipment and bending to adjust, loan/unload and repair equipment. Must be able to lift 10 lbs or less overhead and lift up to 20lbs from floor to waist.

Exposure to paper dust, toner dust, excessive equipment noise, and machinery with moving parts.

Howard Community College offers competitive salaries, excellent medical and dental selections, tuition reimbursement and paid leave programs. As a participating member of the Maryland Retirement and Pension System, HCC offers two retirement options: The Pension, which requires a 7% employee contribution and The ORP, a 403(b) with a 7.25% employer contribution only. Employees in positions that do not require a bachelor's degree must participate in The Pension. Employees that possess a bachelor's degree and hold professional positions that require a bachelor's degree may choose to participate in either The Pension or The ORP.

*Pre-employment criminal background investigation is a condition of employment.

HCC is interested in all qualified applicants who are eligible to work in the United States. However, HCC will generally not sponsor applicants for work visas. Due to HCC policy, only employees living in states contiguous to Maryland are eligible for work at HCC and include Virginia, West Virginia, Washington DC, Pennsylvania. Candidates must live in the commutable area or willing to relocate at their own expense if offered the position because HCC does not offer relocation benefits.

Please complete the entire HCC Employment Application (Candidates will be evaluated on completing the college's application in full).

Howard Community College ( HCC) is an Equal Employment Opportunity & Affirmative Action employer & values diversity within its faculty, staff & student population. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, gender, sexual orientation, gender identity, genetic information, disability or protected veteran status.
HCC understands that persons with specific disabilities may need assistance with the job application process and/or with the interview process. For confidential assistance with the job application process, please contact the Office of Human Resources at 443-518-1100.