IT Support Technician (FT-PAC)

Class and Grade

Para-Professional, Grade 114

Position Summary

The IT Support Technician provides technical assistance and support to students, faculty, and staff regarding computer hardware, software, and related technologies. This position troubleshoots and resolves technical issues in person, by telephone, and through remote support methods. The technician supports the installation, maintenance, and operation of technology resources across the College while ensuring timely and effective customer service.

About the College

About the College – SJR State is a public college located in beautiful northeast Florida along the shores of the St. Johns River. With three campuses in Clay, Putnam, and St. Johns counties, SJR State serves nearly 10,000 students each year from among a population base of 600,000 in one of the fastest-growing areas of the country. Known for its natural beauty and quality of life, SJR State’s service area includes St. Augustine, the nation’s oldest city; Palatka, the “Gem City of the St. Johns;” and Orange Park, with roots going back to the Spanish period in Florida history. SJR State offers a comprehensive benefit package that includes employer contributions to retirement and health insurance; dental, vision, and life insurance plans; generous paid time off; employee assistance, wellness programs and tuition assistance. More information about benefits can be found at: https://www.sjrstate.edu/employee-benefits

Duties and Responsibilities

Technical Support

• Provide technical assistance to computer system users
• Answer questions and resolve computer-related issues for students and staff in person, by telephone, and through remote support methods
• Troubleshoot hardware, software, printing, email, operating system, and application issues
• Assist users with technology-related questions and system functionality

Technology Installation and Maintenance

• Assist with the installation, configuration, and updating of computer hardware and software
• Support the operation and maintenance of desktop, laptop, and peripheral equipment
• Assist with technology deployments and upgrades as needed
• Ensure technology resources remain functional and available to users

Customer Service and Collaboration

• Work closely with College employees to support technology needs across departments
• Provide professional and responsive customer service to faculty, staff, and students
• Travel to other campuses as needed to provide technical support services
• Perform other related duties in support of Information Technology operations

Qualifications

Minimum Qualifications

• Associate degree required
• Minimum of one year of experience in a technical computer support position required
• Valid Florida driver's license with an acceptable driving record required
• Appropriate college coursework, technical training, or industry certification may substitute for required experience
• Industry certification or directly related experience may substitute for degree requirements

Required Knowledge, Skills, and Abilities

• Knowledge of computer hardware, software, operating systems, and peripheral devices
• Ability to diagnose and resolve technical issues effectively
• Knowledge of customer service principles and technical support practices
• Strong verbal and written communication skills
• Ability to explain technical concepts to users with varying levels of technical knowledge
• Ability to work independently and collaboratively in a team environment
• Strong problem-solving and troubleshooting skills
• Ability to prioritize tasks and manage multiple support requests