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Support Technician, WSG

2 months ago

Bridgeton, United States St. Louis Community College Full time

Title: Support Technician, WSG

Employee Classification: 52 Wks Unit

Department: Workforce Solutions

Salary Range: $43,750

***Internal Classified Unit Employees who apply in the first 5 working days from publish date will be given due consideration. External applicants will only be considered, after all qualified internal candidates have been deemed unsuccessful.***

Who we are:

We are not-for-profit: St. Louis Community college (STLCC) is a non-profit institution dedicated to empowering students, expanding minds, and changing lives. Employees are committed to strengthening the St. Louis community with inclusive and transformative education.

We are a respected employer: For 60 years, STLCC has served the St. Louis community, expanding to 4 main campuses, 2 education centers, 2 workforce training centers, and 5 centers of excellence. More than one-half of the households in St. Louis have at least one member who has taken classes at STLCC.

We make an impact in the community: Through credit courses, continuing education, and workforce development programs, STLCC annually serves nearly 69,000 students. More than 80% of career and technical graduates employed in their fields or continue their education at four-year institutions within six months of graduation. STLCC sends more transfer students to Missouri's four-year colleges/universities than anyone else.

We value Diversity, equity & inclusion: STLCC is committed to fostering an atmosphere of appreciation for all people, regardless of race, color, creed, religion, sex, sexual orientation, gender identity and expression, national origin, ancestry, age, disability, genetic information, veteran status, or class.

What you get:

Benefits package [for full-time employees]: STLCC offers one of the best benefit packages in the St. Louis area. As a STLCC employee you will have access to a 100% match on your contribution to retirement, two health insurance plans options that are no cost to the employee - including an HSA option, low-cost life insurance with a 3x salary benefit, and other low-cost benefits including dental, vision, AD&D, ST LT disability insurance.

Opportunity to grow: Over half of our employees have served the college for more than 12 years, exploring different career paths and advancing to higher level positions.

Education & training opportunities: STLCC offers tuition waivers for employees [full-time and part-time] + their dependents. Full-time employees can take advantage of tuition reimbursement for other institutions after just 6 months of service, and an annual professional development allotment.

Work/life balance: Full-time STLCC employees have access to a generous time off package, including holidays, vacation, personal days, medical leave, and other leave options. Our holiday schedule even includes a paid winter holiday at the end of the calendar year.

Commitment to wellness: STLCC HR boasts a dedicated health and wellness specialist who is enthusiastic about creating a culture of wellness throughout the College. With access to college wellness vendors, employees are educated, motivated, and rewarded for healthy behaviors. STLCC employees and anyone living in their household also have access to an employee assistance program (EAP) that can help them with virtually any life need.

The basics of this position:

WSG Support Technician I will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. The position requires providing direct technical customer support via telephone, chat, email, remote tools, or in person. Including, but are not limited to, resolving authentication problems, basic software support, verifying proper hardware and software set-up, power cycling, navigating college applications, print related issues, and troubleshooting email issues. Support will be provided in a user-friendly, professional manner. This position will also maintain student and staff laptop images and WSG inventory system. Technicians will perform other related work as required.

What you'll do:

  • Provides first level Help Desk support for WSG technology issues. Enters call tickets in the Footprints system, documents recommendations and actions taken and tracks a ticket until a conclusion. Escalates higher level tickets to Lead WSG IT Analyst.
  • Use available resources to research hardware and software issues (knowledgebase, internet, etc.)
  • Responsible for assisting WSG users via phone, remote software, etc.
  • Maintain staff and student images on laptops.
  • Primary contact for student laptop check-out/pickup and check-in/drop-off.
  • Organize and maintain IT storage area and workroom.
  • Setup office or cubicle equipment for new WSG employees.
  • Responsible for moving office equipment when requested and ensuring that inventory is updated with new location.
  • Check EMS regularly to know when computer labs will be in use and verify that all technical issues are resolved and addressed in advance.
  • Maintain WSG IT knowledgebase for how-to guides, troubleshooting instructions, documentation, etc.
  • Advise staff and students of proper procedures when WSG technology equipment.
  • Assist staff with information regarding products and services on mobile devices.
  • Primary receiver for new IT equipment. Documents any discrepancies and missing items. Provides packing slip and paperwork to business office. Issue WSG property tags and ensure that it's properly added to the inventory system.
  • Maintains inventory of equipment at all locations where WSG staff are located (laptops, desktops, monitors, docking stations, and other parts/supplies).
  • Responsible for completing appropriate paperwork for surplus equipment and arranging with facilities for surplus equipment to be picked up by recyclers.
  • Stays abreast of changes in technology and attends technical training programs related to new, updated or replacement hardware and software selected for installation.
  • Issue Wifi accounts for guests as needed.
  • Performs other job-related duties as assigned.

Education, experience, and other requirements:

Associates Degree in Technical Field PC Repair or comparable subject with over three (3) months related experience, or an equivalent combination of training and experience. Or High School Diploma and two (2) years related experience.

Preferred Qualifications: