Endpoint Technology Support Technician

· Provide technical support via phone, walk-in, email, chat, and/or ticketing system.

· Provide support and resolution for end-user support requests in compliance with established SLA’s or other agreements outlined by IT leadership.

· Open, Assign, provide written resolution, escalate, and follow-up with end-users as necessary.

· Effectively communicate within IT and with leadership support trends and developing end-user needs and training opportunities.

· Provide direct hands-on support across team functions as projects and initiatives dictate.

· Assist new faculty and staff members with onboarding activities and equipment setup and configuration.

· Assist faculty and staff with account-related questions and provide guidance using System Office applications.

· Monitors VCCS system-wide Listservs for outages, problems, and resolutions

· Provide support and resolution for end-user technology needs in compliance with established SLA’s or other agreements outlined by IT leadership.

Engage with professional development opportunities to maintain skillsets and keep pace with changing technologies and best practices.

· Meet and exceed the service SLAs defined by VPCC Information Technology

· On-site repair or replacement of PC/telephone hardware.

· On-site repair or replacement of printers, scanners, and other related technologies

· PC maintenance and upgrades according to VCCS and VPCC standards

· Voice administration/directory services.

· Wireless network support.

· Provide support for IT and campus events as needed.

· Support new hire technologies deployment within 72 hours (about 3 days) of notice.

· New hire deployment includes PC/Laptop, Monitor, Teams Voice support, software and network connections and associated peripherals.

· On-site repair or replacement of PC software and/or hardware within 72 hours (about 3 days) of notice

· On-site repair or replacement of printers within 72 hours (about 3 days)

· Support campus audio-visual and classroom learning including hyflex technologies and associated peripherals.

· PC maintenance and upgrades according to VPCC standards and established SLA’s.

· Support asset inventory systems and provide reports according to VPCC IT inventory schedules.

· Assist and support information technology team members in the delivery of services and the resolution of identified support issues.

Emergency on-site support as needed and available.

· Collaborate with information technology team members to provide support and resolution for end-user needs.

· Collaborate with campus partners and end-users to identify and respond to changing technology needs.

· Cross-train software applications, hardware, and other technologies to provide enhanced support structures within information technology.

· Communicate with System Office personnel to stay abreast of changing technology infrastructure processes and procedures.

Assist team members and information technology leadership with support needs across the spectrum of services identified in established SLA’s.

· Maintain the support ticketing system and identify trends in support needs.

· Provide documentation for end-users for new projects, technologies, and best practices.

· Maintain an accurate and professional knowledge base repository.

· Identify areas within the technology infrastructure that require updating or modernization.

· Attend regular team and leadership meetings.

Support transparent and clear communication within the team and the department.

· Provide project management support using established tools and methodologies.

· Provide regular reports to leadership and team members regarding ongoing projects.

· Communicate project milestones and anticipated needs.

Communicate with end-users or other campus stakeholders during the planning and execution of projects