Technician, Information Technology Support

The staff and faculty of Northampton Community College share a single goal: to help students transform their lives through education. It's a goal that reaps rewards thousands of times over the course of a career. Employees at Northampton receive competitive compensation and an array of benefits while working on campuses located in a region with a very high quality of life.

We invite you to consider applying for one of our currently available positions. For more information on the College, please visit www.northampton.edu. For more information on life in the Lehigh Valley, please visit https://www.northampton.edu/human-resources/life-in-the-area.htm.

NCC is strongly committed to increasing the diversity of the college community and the curriculum. Candidates who can contribute to that goal are encouraged to identify their strengths or experiences in this area.

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This posting will close on:

**No further applications will be accepted on or after this date**

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Benefits Snapshot

The College offers a generous benefits package to full-time employees. Just a few highlights of the benefits package include comprehensive medical plan options for you and your family (plus dental and vision), a College retirement contribution of 8% of your salary upon hire, NCC tuition waiver and an abundance of time off - up to 25 days' vacation/floating, 10 sick days, four-day workweeks during Summer, paid holidays (including a week+ break between Christmas and New Year's) - among other things! Please visit https://www.northampton.edu/about/working-at-ncc/employee-benefits/index.html for more details on the full array of benefits.

Primary Function: The primary purpose of this position is to provide technical support for all NCC Campuses but primarily be based out of our Bethlehem Campuses (Bethlehem/Fowler) with opportunities to assist with Pocono Campus. Responsibilities including, but not limited to, endpoint support, network, AV, and support center services.

Responsibilities:

(1) Primary technology support services for all NCC Campuses by monitoring phones, ITSM ticketing system, and providing onsite support

(2) Advanced troubleshooting/support escalation/tier 2 service

(3) Work with Endpoint Systems and Network staff to develop, coordinate, and install desktop, printer, and AV equipment

(4) Provide technical support for events across all campuses as needed

(5) Ensure technology work orders are tracked, assigned, and addressed promptly

(6) Work with managers to ensure AV and desktop equipment are monitored, tracked, and replaced on a routine basis

(7) Perform other duties and projects as assigned.

Organizational Relationships:

The position reports to the Manager of Technology Support Services.

Performance Standards: Performance in this position is satisfactory when:

(1) mutually agreed upon objectives have been obtained within a specified time frame,

(2) responsibilities of the position have been carried out at a level consistent with performance objectives,

(3) effective and cooperative relationships exist with the other members

of the information technology services staff, as well as other members of the administrative team, faculty and other members of the College community.

Qualifications:

(1) Education: Bachelor's degree in business administration, Computer Science, or Instructional Technology and two years of experience; or associate degree and three years of experience; or relevant, substantial related experience

(2) Skills, Knowledge, Abilities:

(a) Knowledge and experience with audio/visual, web conferencing, endpoint computers, and instructional technology systems

(b) Familiar with ITIL 4 framework (ITIL certification a plus)

(c) Knowledge of IT Service Management best practices

(d) Experience with maintaining account management systems and services

(e) Experience with developing, testing, deploying and testing desktop images

(f) Excellent customer service and communication skills

(g)Experience with implementing and troubleshooting network and print management systems

(h) Experience with Mac and Windows in an advanced troubleshooting environment strongly preferred