Associate Field Support presso Hindscc

HINDS COMMUNITY COLLEGE

JOB TITLE: Associate Field 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.

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 troubleshooting hardware and software issues across major operating systems, including Windows and macOS.
• Familiarity with commonly used software applications such as Microsoft Office, Adobe products, and learning management systems (e.g., Canvas, Blackboard).
• Experience with IT Service Management (ITSM) platforms such as ServiceNow, Remedy, Zendesk, or similar.
• Strong customer service and interpersonal skills, including professional phone etiquette and the ability to support users with varying levels of technical proficiency.
• Effective communication skills, both verbal and written, with the ability to actively listen and clearly document technical support interactions and resolutions.
• Ability to clearly explain technical and instructional concepts to users with diverse levels of technical proficiency.
• Excellent time management and organizational skills, with the ability to prioritize tasks in a fast-paced environment.

EDUCATION AND/OR EXPERIENCE

• Associate’s degree in Information Technology or a related field from a regionally accredited institution; or
• High school diploma or GED with a minimum of three (3) years of relevant experience; or
• An equivalent combination of education and experience that provides the knowledge, skills, and abilities required to perform the essential functions of the position.

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

• Provide technical support to end-users through remote assistance, phone support, and on-site visits to Hinds Community College locations (Jackson, Rankin, Raymond, Utica, and Vicksburg) as required to resolve issues or fulfill departmental needs.
• Troubleshoot and repair IT equipment such as computers, printers, and peripherals; coordinate warranty claims with manufacturers when necessary.
• Install, configure, and update operating systems, software applications, and related technologies.
• Deploy and set up new devices for end-users, including desktops, laptops, monitors, and other equipment, ensuring proper configuration and functionality.
• Utilize the IT ticketing system to monitor, update, and resolve incidents; ensure accurate documentation of support interactions and resolutions.
• Create and maintain technical documentation, including troubleshooting guides and support procedures.
• Provide phone-based support during periods of high call volume and collaborate with team members to ensure efficient issue resolution.
• Demonstrate strong teamwork and communication skills while working with IT staff and other departments.

   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.

Mission

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

Vision

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

Values

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

Box 1100 Raymond MS 39154; Phone: 601-857-3396 or Email: [email protected].

Title IX: Vice President Student Services, Title IX Coordinator

Box 1100 Raymond MS 39154; Phone: 601-857-3353 or Email: [email protected].