Field Support Technician I

Summary

At Amarillo College, our mission is: Transforming our community and economy through learning, innovation, and achievement. Every team member, regardless of job title or duties, is responsible first and foremost, for assisting students in every way.

This is an exciting time to work for Amarillo College! We are seeking our next Field Support Technician I who will be all-in on our mission and who provides front-line technical support to Amarillo College employees by delivering both remote and on-site assistance for computer systems, audiovisual equipment, peripherals, and related software. This position is responsible for installing, configuring, maintaining, and troubleshooting end-user technology and smart classroom environments, as well as supporting campus events requiring AV setup. The technician completes scheduled work orders, documents services performed, and escalates complex issues as needed to ensure timely and effective resolution.

Qualifications

EDUCATION:
Required:

• High School Diploma or GED.
• Completion of one (1) year of formal training in a computer technical program beyond high school.

• Experience installing, maintaining, and supporting computer hardware, software, and audiovisual equipment.
• Experience working with Microsoft office systems, technical writing ability and problem-solving skills.

Job Duties & Responsibilities

• Install, repair, and maintain software, PC hardware, smart classroom technology, audiovisual equipment, application programs, and assigned systems in accordance with departmental standards and within established timelines to ensure reliable and efficient operation.
• Provide responsive, customer-focused computer and software technical support to staff through in-person and remote assistance, ensuring timely resolution of service requests.
• Notify the supervisor of unresolved issues or tasks that cannot be completed within the allotted timeframe so priorities can be reassessed and appropriate resources identified.
• Diagnose and resolve technical problems by analyzing system performance, determining root causes, and implementing solutions; escalate complex issues as appropriate.
• Plan, coordinate, and install PC and AV hardware, software, and related peripherals to support instructional, administrative, and event technology needs.
• Install, configure, test, and deploy PC and AV hardware, operating systems, software applications, and network connections while maintaining accurate documentation of equipment and services performed.
• Install, configure, and test audiovisual equipment for classrooms, meetings, and campus events, including televisions, projectors, speakers, and sound systems.
• Perform wireless configuration for laptops and other devices and complete required PC software updates, patches, and enhancements.
• Troubleshoot and repair hardware and software malfunctions using established diagnostic procedures and best practices.
• Maintain accurate inventory records of computers, peripherals, and related technology equipment, including tracking assignments, replacements, and surplus.
• Collaborate with IT staff to research and resolve complex technical issues and support departmental projects and initiatives.
• Complete work orders and accurately document all technical support services and solutions in the designated ticketing system.
• Set up, configure, and maintain peripherals such as printers, scanners, and other endpoint devices to ensure reliable performance.
• Assist with the maintenance, support, and upgrade of network infrastructure components as assigned.
• Assist with the maintenance, support, and upgrade of network infrastructure components as assigned to enhance system performance, reliability, and security.
• Perform other work-related duties as assigned.
• As an Amarillo College employee, seek knowledge of and pledge to actively engage in a culture of caring striving to serve students, peers and the community by embracing the AC Core Values: Wow, Family, Fun, Innovation, and Yes!

Knowledge, Skills & Abilities

• Knowledge of computer hardware, software, basic networking, printers, and audiovisual systems.
• Ability to install, configure, troubleshoot, and maintain computer and audiovisual equipment.
• Ability to interpret and apply technical documentation, manuals, and procedures.
• Ability to accurately distinguish and identify color-coded electronic components and cabling.
• Ability to manage multiple priorities and organize work effectively in a fast-paced environment.
• Ability to work both independently with minimal supervision and collaboratively as part of a team.
• Strong active listening, analytical, and critical-thinking skills.
• Effective interpersonal, verbal, and written communication skills with the ability to convey technical information clearly to non-technical users.
• Working knowledge of computer hardware, software, basic networking, and printer troubleshooting.
• Strong technical aptitude with the ability to quickly learn and adapt to new technologies and systems.

Notice of Background: Applicants selected for employment will be required to undergo a pre-employment criminal history background check and possibly a pre-employment drug test.

Promotional Opportunity Policy: Under the Amarillo College Promotional Opportunity Policy, only current appointed or part-time non-appointed employees will be considered for a position during the first five (5) working days from notice or posting.

Amarillo College is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.