The Desktop Support Technician provides advance technical support to customers mainly in person, by phone, through remote access, and email. Desktop Support Technicians are primarily responsible for responding to escalated service requests for troubleshooting, repairing, and upgrading desktop computers, peripheral devices, and college supported software applications, and resolve basic hardware and network connectivity issues. Additionally, Desktop Support Technicians create and maintain documentation to assist co-workers and train others.

This list is meant to be representative, not exhaustive. Some incumbents may not perform all the duties listed while in other cases related duties may also be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assist with computer training.
• Computer and peripheral deployment and service.
• Document and update work processes.
• Install, test, support, and troubleshoot college software.
• Perform timely maintenance of computer hardware.
• Provide support for technology rollouts, upgrades, and special configurations.
• Troubleshoot and complete service calls and assist end users.
• Perform related duties as assigned.

The requirements listed below are representative of the knowledge, skills and abilities required to satisfactorily perform the essential duties and responsibilities.

• Associate’s degree in related field and one year of direct computer hardware and software support; OR two years of direct experience with computer hardware and software support.
• Valid driver’s license with an acceptable driving record.
• Proficient in Microsoft Office Suite.
• Strong multi-tasking and prioritization skills.
• Strong verbal and written communication skills.
• Strong interpersonal skills, including the ability to establish and maintain cooperative and professional working relationships with others.

• Applicable certifications such as A+, Network+, Security+, MCP, etc.
• Working knowledge of basic Network Topologies.
• Working knowledge of computers, peripherals, printing devices, and hardware repair.

Illinois Central College offers a benefit package which includes:

• paid time off;
• tuition waivers for employee, spouse and dependent children;
• on-site childcare center;
• 403(b) retirement plans; and
• State University Retirement System pension plan.