Customer Support, Technician I
Lone Star College System
The Woodlands, TX
Full-time
Call Center / Customer Service
Posted on April 5, 2024
Commitment to Mission
This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.
Cultural Beliefs
Lone Star College has been recognized in multiple categories.
Campus Marketing Statement
Lone Star College-Kingwood
Lone Star College offers high-quality, low-cost academic transfer and career training education to 80,000+ students each semester. LSC has been named a 2023 Great Colleges to Work For institution by the Chronicle of Higher Education.
LSC consists of eight colleges, seven centers, eight Workforce Centers of Excellence and Lone Star Corporate College.
Lone Star College-Kingwood, an innovative and dynamic community college located in the pine-forested suburbs of northeast Houston, has an opening for someone interested in working with a diverse group of colleagues who want to make a difference in the lives of students and grow professionally. Kingwood focuses on fulfilling individual dreams and enhancing community life and offers unique programs in respiratory care, computer gaming and dental hygiene.
Location address is 20000 Kingwood Drive, Kingwood, TX 77339.
Job Description
PURPOSE AND SCOPE:
The Customer Support Tech I position provides technical software, hardware and network problem resolution to all College computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a Service Desk environment. Extrapolates existing information/practices to solve problems and clearly communicates technical solutions in a user-friendly, professional manner. This position is a member of a 24/7/365 global department.
ESSENTIAL JOB FUNCTIONS:
1. Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software
2. Provides professional, courteous, prompt and accurate support and solutions to users
3. Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies
4. Establishes priorities on Service Desk tickets based on established helpdesk and departmental guidelines and procedures. Properly documents problem ticket into online Service Desk System, and follows up and communicates ticket information to users when appropriate
5. Assists other IT technical staff in providing users feedbacks and user statistics
6. Updates Service Desk database information
7. Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators
8. Participates in the development of improvements and help to implement the changes within team. May recommend new procedures affecting several teams
9. Identifies complex, multi-faceted problems and takes immediate action to address them
10. Responsible for other reasonable, related duties as assigned
KNOWLEDGE, SKILLS, AND ABILITIES:
· Strong customer service orientation
· Demonstrated experience in hardware troubleshooting and repair
· Ability to learn new technology and understand similarities and key differences
· Highly skilled at explaining technical subjects to non- technical as well as technical customers
· Ability to prioritize tasks to be completed in the short-term
· Detailed understanding of Windows and Mac operating systems
· Ability to understand and follow standard operating procedures, as well as Service Desk and departmental guidelines and operating procedures
· Good understanding in at least one area (e.g. PC or Mac), and developing understanding in additional areas
· Knows and follows standard operating procedures
PHYSICAL ABILITIES:
The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. No special physical demands are required to perform the work.
WORK SCHEDULE AND CONDITIONS:
· Equipment used includes, PC workstation running on a LAN in a Microsoft Windows environment, calculator, phone and other general office equipment
· Interface with internal and external contacts as needed to carry out the functions of the position
· Work is performed in a climate-controlled office with minimal exposure to safety hazards
· May regularly travel to different LSC locations
· May be fully reassigned to other LSC locations if necessary
· May need to work weekends and outside of core business hours if necessary
REQUIRED QUALIFICATIONS:
· High school diploma and at least 1 year of related work experience, or equivalent combination of education and experience
PREFERRED QUALIFICATIONS:
· Associate's degree
· 2 years of related work experience
· Prior Service Desk/Help Desk experience
· Advanced experience in hardware troubleshooting and repair
· CompTIA A+ Certification or industry recognized equivalent
· HDI Support Center Analyst Certification
Salary
Hiring salary range is $34,500-$39,675
Lone Star College provides a hiring salary range for all posted full-time non-faculty positions. Where your salary offer would fall in that range is determined by your related experience and education. Should you receive an offer of employment from Lone Star College, the resume submitted in the application process will be utilized to calculate your salary offer. The information outlined below will provide the Office of Human Resources everything needed to determine an accurate starting salary.
Your resume should provide a complete picture of your work experience. The resume should include the following information for each position listed:
Benefits Marketing Statement
By joining our top-notch institution, you will enjoy being a part of an organization that offers a supportive, collegial work environment and excellent work/life balance. This includes a full comprehensive and competitive benefits package, a generous number of paid holidays and vacation days, wellness programs, tuition waiver, professional development opportunities and more.
Special Instructions
Go to the Job Search page, click on ‘My Activities' at the top of the page. Under My Cover Letters and Attachments you will click on ‘Add Attachment.' Please be sure to put the Job ID# in the title once you name your file for cover letters only, unless you attached your cover letter with your resume.
If you are applying for an Instructional position (i.e. Faculty, Adjunct Faculty, Instructor), please ensure you include the following to be considered: Resume/CV, Cover Letter, Teaching Philosophy, and unofficial transcripts.
You must limit your file name for any attachment to 40 characters or less.
How to Apply
ALL APPLICANTS MUST APPLY ONLINE ONLY
We will not accept application material received via fax, email, mail, or hand delivered.
Postings for part-time and adjunct positions are active for the academic year. By selecting the option to receive notifications on your profile, you will begin receiving electronic communication regarding new opportunities with Lone Star College (LSC).
If selected for an interview, a recruiter will contact you by phone, or email to schedule an interview.
Lone Star College participates in the E-Verify program, under which Lone Star College provides the federal government with information from each new employee's Form I-9 to confirm that the employee is authorized to work in the United States.
More information on the E-Verify program is available at www.dhs.gov/E-Verify.
Lone Star College is an EEO Employer. All positions are subject to a criminal background check.
This job carries with it the obligation to uphold the Mission of Lone Star College (LSC) in carrying out the duties of the position. A commitment to positive interpersonal behaviors, professional communication, integrity, leadership, stewardship, respect and accountability to LSC students and employees is essential.
Cultural Beliefs
- One LSC
- Student Focused
- Own It
- Foster Belonging
- Cultivate Community
- Choose Learning
Lone Star College has been recognized in multiple categories.
Campus Marketing Statement
Lone Star College-Kingwood
Lone Star College offers high-quality, low-cost academic transfer and career training education to 80,000+ students each semester. LSC has been named a 2023 Great Colleges to Work For institution by the Chronicle of Higher Education.
LSC consists of eight colleges, seven centers, eight Workforce Centers of Excellence and Lone Star Corporate College.
Lone Star College-Kingwood, an innovative and dynamic community college located in the pine-forested suburbs of northeast Houston, has an opening for someone interested in working with a diverse group of colleagues who want to make a difference in the lives of students and grow professionally. Kingwood focuses on fulfilling individual dreams and enhancing community life and offers unique programs in respiratory care, computer gaming and dental hygiene.
Location address is 20000 Kingwood Drive, Kingwood, TX 77339.
Job Description
PURPOSE AND SCOPE:
The Customer Support Tech I position provides technical software, hardware and network problem resolution to all College computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a Service Desk environment. Extrapolates existing information/practices to solve problems and clearly communicates technical solutions in a user-friendly, professional manner. This position is a member of a 24/7/365 global department.
ESSENTIAL JOB FUNCTIONS:
1. Provides technical support and solves the basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software
2. Provides professional, courteous, prompt and accurate support and solutions to users
3. Communicates, analyzes and troubleshoots routine user problems and provides proper solutions or remedies
4. Establishes priorities on Service Desk tickets based on established helpdesk and departmental guidelines and procedures. Properly documents problem ticket into online Service Desk System, and follows up and communicates ticket information to users when appropriate
5. Assists other IT technical staff in providing users feedbacks and user statistics
6. Updates Service Desk database information
7. Creates and administers new user accounts, passwords, and privileges/rights as assigned and directed by system administrators
8. Participates in the development of improvements and help to implement the changes within team. May recommend new procedures affecting several teams
9. Identifies complex, multi-faceted problems and takes immediate action to address them
10. Responsible for other reasonable, related duties as assigned
KNOWLEDGE, SKILLS, AND ABILITIES:
· Strong customer service orientation
· Demonstrated experience in hardware troubleshooting and repair
· Ability to learn new technology and understand similarities and key differences
· Highly skilled at explaining technical subjects to non- technical as well as technical customers
· Ability to prioritize tasks to be completed in the short-term
· Detailed understanding of Windows and Mac operating systems
· Ability to understand and follow standard operating procedures, as well as Service Desk and departmental guidelines and operating procedures
· Good understanding in at least one area (e.g. PC or Mac), and developing understanding in additional areas
· Knows and follows standard operating procedures
PHYSICAL ABILITIES:
The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking; standing; bending; carrying of light items, such as papers, books, or small parts; or driving an automobile. No special physical demands are required to perform the work.
WORK SCHEDULE AND CONDITIONS:
· Equipment used includes, PC workstation running on a LAN in a Microsoft Windows environment, calculator, phone and other general office equipment
· Interface with internal and external contacts as needed to carry out the functions of the position
· Work is performed in a climate-controlled office with minimal exposure to safety hazards
· May regularly travel to different LSC locations
· May be fully reassigned to other LSC locations if necessary
· May need to work weekends and outside of core business hours if necessary
REQUIRED QUALIFICATIONS:
· High school diploma and at least 1 year of related work experience, or equivalent combination of education and experience
PREFERRED QUALIFICATIONS:
· Associate's degree
· 2 years of related work experience
· Prior Service Desk/Help Desk experience
· Advanced experience in hardware troubleshooting and repair
· CompTIA A+ Certification or industry recognized equivalent
· HDI Support Center Analyst Certification
Salary
Hiring salary range is $34,500-$39,675
Lone Star College provides a hiring salary range for all posted full-time non-faculty positions. Where your salary offer would fall in that range is determined by your related experience and education. Should you receive an offer of employment from Lone Star College, the resume submitted in the application process will be utilized to calculate your salary offer. The information outlined below will provide the Office of Human Resources everything needed to determine an accurate starting salary.
Your resume should provide a complete picture of your work experience. The resume should include the following information for each position listed:
- Length of time (specific months and years) of employment
- If the position was full time or part time
- If the position was paid or unpaid
- Level of degree completed including date earned.
- Unofficial transcript for highest earned degree
Benefits Marketing Statement
By joining our top-notch institution, you will enjoy being a part of an organization that offers a supportive, collegial work environment and excellent work/life balance. This includes a full comprehensive and competitive benefits package, a generous number of paid holidays and vacation days, wellness programs, tuition waiver, professional development opportunities and more.
Special Instructions
Go to the Job Search page, click on ‘My Activities' at the top of the page. Under My Cover Letters and Attachments you will click on ‘Add Attachment.' Please be sure to put the Job ID# in the title once you name your file for cover letters only, unless you attached your cover letter with your resume.
If you are applying for an Instructional position (i.e. Faculty, Adjunct Faculty, Instructor), please ensure you include the following to be considered: Resume/CV, Cover Letter, Teaching Philosophy, and unofficial transcripts.
You must limit your file name for any attachment to 40 characters or less.
How to Apply
ALL APPLICANTS MUST APPLY ONLINE ONLY
We will not accept application material received via fax, email, mail, or hand delivered.
Postings for part-time and adjunct positions are active for the academic year. By selecting the option to receive notifications on your profile, you will begin receiving electronic communication regarding new opportunities with Lone Star College (LSC).
If selected for an interview, a recruiter will contact you by phone, or email to schedule an interview.
Lone Star College participates in the E-Verify program, under which Lone Star College provides the federal government with information from each new employee's Form I-9 to confirm that the employee is authorized to work in the United States.
More information on the E-Verify program is available at www.dhs.gov/E-Verify.
Lone Star College is an EEO Employer. All positions are subject to a criminal background check.
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