The Technology Service Desk Technician is to serve as first point of contact for customers mainly by phone, email, through remote access, and at times in person. The Service Desk Technician is primarily responsible for responding to requests for technical assistance with Network account access, password resets, and college supported software applications. Additionally, while accurately collecting and logging customer detailed information, the Service Desk Technician will troubleshoots basic software, peripherals, and hardware issues before escalating the request to the appropriate Desktop Support Technician

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.

1. Answer incoming technical assistance requests via phone, email, etc.
2. Assist customers by providing courteous, personalized, and professional customer service. 3. Assist users with ICC account authentication issues.
4. Assist with the development of documentation for college-supported applications.
5. Document and update work processes.
6. Accurately enter all service request information into Online tracking system.
7. Escalate or reassign complex technical issues, with detailed information, to the Desktop Support Technicians.
8. Troubleshoot basic technical issues and document work within service request ticket.
9. Provide support for technology roll-outs, upgrades, and special configurations. 10. Perform related duties as required.

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

Illinois Central College offers a comprehensive benefit package including:

• paid time off;
• 10 paid holidays;
• medical, dental, vision, life and long-term disability insurance;
• tuition waivers for employee, spouse and dependent children;
• on-site childcare center;
• 403(b) retirement plans; and
• State University Retirement System pension plan.