Provides technical support for Central Campus and Extension Centers. Supports training, processes, and staffing efforts of IT (IT) Solution Center Student Consultants. Builds an effective student work environment that meets the complex needs of IT, the Student Consultant, and Jackson College. This position also supports the Corrections Education Program (CEP); therefore, this position may be required to travel with regional directors to the correctional facilities to assist with student needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

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  Assists with first level and second level customer support for all IT services at all Jackson College locations. Utilizes call tracking software to create problem descriptions and assign requests appropriately. Utilizes technical tools such as Active Directory, Remote Assistance, Systems Center Configuration Manager, and User Management Resource Administrator Tools.
• Perform major repairs involving supported computers and minor repairs for other equipment within extension center sites. Assists with the coordination of vendor warranty repair.
• Deliver and install IT equipment and conducts large-scale computer deployment and collection for the extension centers.
• Assists with individual and mass software loads, including classrooms, multimedia rooms, offices and common areas. Utilizes software deployment tools to load, troubleshoot and repair system loads.
• Utilizes the Solution Center software to collect and organize work request descriptions and resolutions created by the IT staff. Confers with IT management to resolve issues that have not been properly addressed within the work request priority process.
• Maintains Solution Center customer satisfaction by delivering quality customer support and understanding of customer needs. Creates and maintains a positive impression of the Solution Center.
• Monitors and reports on Extension Center computer classroom functionality. Communicates with appropriate personal to determine timing of technical resolution and sequencing of events.
• Co-develops software certification programs to educate the Consultants about technical problem-solving skills used with the most common computer applications.
• Assists with minor troubleshooting and repair of print services. Communicates with vendor on service requests.
• Assists with the maintenance of inventory specifications, vendor, warranty, ownership, and location information for supported assets. Completes, maintains, and processes pertinent paperwork and records. Recommends process improvements.
• Often sets own project and work request priorities based on several factors. Assists in communication with other departments to identify solutions to problems and determine technology needs.
• Routinely monitors and communicates service and support issues and upgrades with Hillsdale and Lenawee campuses. Coordinates technical support and resolution to off campus locations.
• Serve as the primary liaison to Corrections Education Program (CEP) staff to ensure that all dedicated CEP Jackson College IT equipment is functioning properly and coordinate with CEP staff and courier to collect and deliver all defective and replacement equipment.
• Coordinate semester-end assessment and replacement of any equipment in disrepair.
• Coordinate with CEP staff to ensure each campus has dedicated CEP program equipment both onsite and at Jackson college available for immediate deployment and replacement as needs arise.
• Responsible for understanding, supporting, and actively demonstrating the College’s beliefs, values, mission and vision and being in agreement to be evaluated by same.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required (unless noted otherwise). Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:
Minimum

• 
  Associate’s degree
• Experience working within a large and diverse team environment

• Two years of related experience

• LEEN Certification - if not held at the time of hire JC will facilitate completion

• Microsoft Office
• Basic enterprise-level network/server hardware, software, and troubleshooting procedures
• Windows desktop operating system (current version)
• Helpdesk software (current apps and versions)
• Basic enterprise finance, student, and human resources systems
• Basic enterprise-level desktop computer hardware, software, and printer troubleshooting techniques

• Software deployment tools (SCCM)
• Electronic test equipment
• Network administration tools (Active Directory)
• Project management software tools
• Audio/visual equipment
• Relevant hardware repair certification(s)

• Ability to pass a LEIN (Law Enforcement Information Network) clearance.
• Customer service oriented, self-motivated, and work under tight timelines with minimal supervision
• Manage multiple competing-priority projects by utilizing time management techniques
• Maintain strict confidentiality
• Work independently and in teams while supporting a diverse population of users
• Communicate effectively
• Conduct well developed one-on-one and group instruction
• Follow established guidelines which require occasional modifications in procedures
• Be a strong leader and mentor to a wide variety of student employees

Jackson College only accepts on-line applications though this system. For assistance with this, please call 517-796-8468.

Please use your legal first and last names on your application. If you are hired, you will have the opportunity to identify and utilize your preferred name.

The Jackson College Nepotism policy prohibits the hiring of direct relatives of current employees or members of the Board of Trustees including spouse, domestic partner, child, stepchild, parent, stepparent, aunt, uncle, niece/nephew, grandparent, grandchild. This policy applies to all full and part-time employees except for student workers, tutors, temporary employees and adjunct faculty.

It is important that your application show all the relevant education and experience you possess (even if you are repeating it from your resume or cover letter). For instance, do not say, "See Resume or C/V." Your resume, cover letter, and if a degree is required an unofficial transcript must be attached to your application. Applications will be rejected if incomplete.

When you apply for the position, you will get to the document upload area where you will be given an opportunity to attach your documents such as your vita, transcripts, etc.. Instructions will also be found there.

The College reserves the right to request proof of degree or certification at a later date if these documents are required as part of the qualifications for the position.

Final candidates will be subject to a criminal background as part of the employment process.

If selected you will be required to complete the US Citizenship and Immigration Services, Employment Eligibility Verification form I-9 and provide documentation verifying identity and eligibility to work in the United States. Jackson College is NOT able to support Visa applications for employment at the college. Applicants must already be eligible to work in the United States to be considered.

Applicants with disabilities may request accommodation to complete the application and interview process. Please notify Human Resources at least three (3) working days prior to the date of need.

A copy of Jackson College's Annual Security Report and Annual Fire Safety Report is available on the JC Campus Safety & Security website. The security report contains crime statistics for the previous three years for all of our campus locations and the annual fire safety report, which contains statistics for any reported fires in campus housing units and fire safety systems in these buildings. Additionally, the report contains policies, available resources and information concerning personal safety, fire safety and reporting procedures for both crimes and fires.

Applicants have rights under Federal employment laws (Download PDF reader). Jackson College is an Equal Opportunity Employer that actively supports workforce diversity.