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HINDS COMMUNITY COLLEGE

Job Descriptions

JOB TITLE: Associate Technical Support

REPORTS TO: Senior Technical Support

DEPARTMENT: Information Technology

EXEMPT: No

VICE PRESIDENT: Vice President of Planning, Effectiveness, and Technology

GENERAL STATEMENT OF THE FUNCTION

All Hinds Community College employees must commit to the Caring Campus approach to student engagement and daily apply these general behavioral objectives: listen to student questions and concerns with a positive attitude and make meaningful connections with students.

The Associate Technical Support position is responsible for providing timely and effective technical support to end users, troubleshooting and resolving hardware, software, and connectivity issues, and helping ensure the reliable operation of technology systems across the College. This role supports multiple campus locations and serves as a key contributor to maintaining a stable and secure technology environment. The position requires a strong customer service mindset, exceptional communication skills, and a commitment to delivering high-quality support to students, faculty, and staff while promoting a positive technology experience.

QUALIFICATIONS REQUIREMENTS

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proficient in supporting and troubleshooting Windows and macOS operating systems, including installation, configuration, maintenance, and end-user support.
• Working knowledge of enterprise applications, including Microsoft 365, Adobe Creative Cloud products, and learning management systems (LMS).
• Familiarity with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, or Zendesk (or similar ticketing and support systems).
• Ability to diagnose and resolve hardware, software, peripheral, and basic network connectivity issues in a timely manner.
• Strong interpersonal and customer service skills with the ability to assist users with varying levels of technical proficiency.
• Excellent written and verbal communication skills, with the ability to explain technical concepts in a clear and user-friendly manner.
• Strong organizational, time management, and prioritization skills with the ability to manage multiple tasks and deadlines.
• Experience documenting incidents, troubleshooting steps, resolutions, and knowledge base articles to support continuous improvement.
• Ability to handle multiple requests simultaneously while maintaining accuracy, professionalism, and attention to detail.
• Strong research and problem-solving skills with the ability to identify and implement effective solutions
• Ability to work independently and collaboratively in a team-oriented environment while contributing to the overall success of IT operations.

EDUCATION AND/OR EXPERIENCE

Should meet at least one of the following:

• Associate's degree in Information Technology or equivalent field from a regionally accredited institution.
• Standard high school diploma or GED and a minimum of three (3) years of relevant IT support experience.
• Any equivalent combination of education and experience that provides the required knowledge, skills, and abilities to perform the essential duties and responsibilities of the position.

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

Maintain knowledge of diversity-related issues, legislation, and best practices.

• Provide on-site technical support across multiple campus locations, ensuring reliable technology services.
• Monitor, prioritize, troubleshoot, and resolve incidents and service requests through the IT ticketing system, escalating issues when necessary and providing timely communication to end users.
• Maintain accurate documentation of troubleshooting procedures and solutions
• Diagnose, troubleshoot, and repair hardware, software, peripheral, and basic connectivity issues for desktops, laptops, printers, mobile devices, and other technology equipment.
• Coordinate with vendors, manufacturers, and service providers regarding warranty claims, equipment repairs, and replacement services.
• Assist with technology refresh initiatives, inventory management, asset tracking, and device lifecycle activities.
• Deploy and support end-user technology, ensuring all equipment is properly configured, tested, documented, and operational.
• Collaborate with IT team members to resolve complex technical issues and complete projects.
• Provide in-person, remote, and phone-based technical assistance to students, faculty, and staff.
• Provide technical support for special events.

SUPERVISORY RESPONSIBILITIES:

None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hand to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, sit, taste and smell. The employee is frequently required to sit.

The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The noise level in the work environment is usually moderate, and the employee is occasionally required to perform job responsibilities outdoors and off site.

We promote a culture of inclusion for all employees that respects individual strengths, ideas, and capabilities. We believe that our differences enable us to make better decisions, drive innovation, and deliver better results.

Hinds Community College is committed to moving people and communities forward by helping develop their purpose, passion and profession.

Hinds Community College will be a catalyst to create a competitive economy and a compelling culture for Mississippi.

Hinds Community College aspires to the following IDEALS:

• Integrity
• Diversity
• Excellence
• Accountability
• Leadership
• Stewardship

In compliance with Title VI of the Civil Rights Act of 1964, Title IX, Education Amendments of 1972 of the Higher Education Act, Section 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act of 1990 and other applicable Federal and State Acts, Hinds Community College offers equal education and employment opportunities and does not discriminate on the basis of race, color, national origin, religion, sex, age, disability or veteran status in its educational programs and activities. We recognize our responsibility to provide an open and welcoming environment that fosters a culture of diversity, equity, and inclusion for employees and students to collaboratively learn, work and serve our communities.

The following have been designated to handle inquiries regarding these policies:

EEOC Compliance: The Office of Human Resources

PO Box 1100 Raymond MS 39154; Phone: 601-857-3396 or Email: EEOC@hindscc.edu.

Title IX: Vice President Student Services, Title IX Coordinator

PO Box 1100 Raymond MS 39154; Phone: 601-857-3353 or Email: TitleIX@hindscc.edu.