San Joaquin Delta College

Internal Role Title: Computer Service Team Member

Team/Department Name: Computer Support Technician

Division: Computer Services

Job Summary:

Responsible for consistently meeting customer requirements as defined by students, faculty and the administration in the area of network support services. Provides support within the scope of Delta's shared network services, and other supported systems, by addressing problems and determining resolution. This will be accomplished by monitoring service quality indicators and satisfaction levels, providing phone support as needed, participating in projects and collaborative problem solving as required.

Responsibilities:

Practices the five aspects of customer service, including reassurance, reliability, empathy, responsiveness, and tangibility.

Applies knowledge in areas such as service call handling, troubleshooting, to provide front-line and back-end support of customers, using appropriate software tools, by preventing, discovering, analyzing, correcting and tracking problems.

Installs, configures, operates network (or shared) systems and/or attached clients.

Determines a course of action for supported software and systems, within the scope of Delta's requirements.

Has knowledge of relevant hardware platforms, operating systems, electronics, transport media and software and how to assemble them to work as an integrated system.
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Specific Responsibilities:

• Is responsible for responding to and resolving technical problems logged through the Hot Line.
• Is responsible for helping, installing, configuring, and optimizing network resources, and its components.
• Is responsible for day-to-day operation of the Computer Lab.
• Is required to have knowledge of network management.
• Is required to have a proficient knowledge of Microsoft operating systems/environments.
• Is required to have a proficient knowledge of the Macintosh operating systems/environments.

  

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