POSITION ANNOUNCEMENT

IT SERVICE CENTER TECHNICIAN

*Office Location(s):

SHL-Main Campus, 1405 Madison St., Shelbyville, TN

SHM-Middle Tennessee Education Center, 200 Dover St., Shelbyville, TN

SHR–Franklin County Extension Campus, 925 Dinah Shore Blvd., Winchester, TN

SCH-Lincoln Central Academy Extension Campus, 204 Union St., Fayetteville, TN

SMA-Winchester Municipal Airport Extension Campus, 197 Carl Spray Dr., Winchester TN

DEPARTMENT: Information Technology (IT)                         FUNCTIONAL AREA: (G8) Academic & Student Support

JOB FAMILY: Support Staff                                                  CLASSIFICATION: Full-Time – Non-Exempt – Hourly

HOURS: 8:00 a.m. – 4:30 p.m. (maximum 37.5 hrs./wk.)      SHIFT: Days, Monday - Friday

REPORTS TO: VP of Operations

DIRECT SUPERVISON FROM: Tennessee Board of Regents (TBR) Service Desk

The Tennessee Colleges of Applied Technology (TCATs) serve as the premier suppliers of workforce development throughout the State of Tennessee.  At TCAT Shelbyville, this means we care, we listen, and we encourage.  The diverse experience of our employees allows us to grow and inspire one another, to come alongside our students with real-life experience, and to graduate innovative problem solvers back into our communities. The work that we do is an investment that enriches lives every day.

We offer a comprehensive benefit package, including an excellent retirement package from the state of Tennessee, 401K plan with match, paid holidays, annual and sick leave, health and dental insurance, tuition assistance and state employee discounts.

SUMMARY

The IT Service Center Technician works under the supervision of TBR Service Desk and reports to the VP of Operations at TCAT Shelbyville. The technician is a professional who provides technical support and assistance to students, faculty, and staff at all TCAT Shelbyville locations. They are responsible for installing, configuring, repairing, maintaining, and troubleshooting computer hardware, software, and network devices. They also provide training and guidance to users of college technology resources.

*Requires use of state vehicles to travel between all TCAT Shelbyville teaching locations.

MINIMUM REQUIREMENTS

• Associate degree or diploma from an accredited technical training program applicable to the field and one year of recent and relevant experience, or high school diploma or equivalency and two years of recent and relevant experience.
• Documentation of CompTIA A+ or other related certifications
• Willingness to learn new technologies and skills
• Valid driver’s license

PREFERRED QUALIFICATIONS

• Experience in higher education
• Working knowledge of endpoint operating systems such as Microsoft and Apple
• Knowledge of applicable data privacy practices and laws

KNOWLEDGE SKILLS ABILITIES

• Ability to perform with limited direction, exercise good judgement, self-starter
• Strong communication, customer service, and problem-solving skills
• Ability to manage multiple projects and operational workstreams simultaneously
• Experience in computer repair, installation, and troubleshooting
• Ability to work after hours support, as may be necessary
• Familiarity with common applications (Microsoft Office, One Drive, Teams, etc.) and devices used in an educational setting
• Ability to operate a state vehicle to travel between all TCAT Shelbyville teaching locations.
• Ability to perform physical tasks to perform job duties which may involve working under office furniture or from a ladder as necessary
• Excellent oral and written communication skills.
• Strong and effective interpersonal skills to maintain effective working relationships with students, faculty, staff, and external constituencies.
• Ability to troubleshoot and resolve issues involving endpoints, networks, servers, and related resources.

RESPONSIBILITIES

• Assisting technology users with troubleshooting, installing, and maintaining currently used hardware, operating systems, and application software.
• Setting up and configuring computer equipment and software for classrooms, labs, offices, and other areas of the college
• Diagnosing and resolving hardware, software, and network issues reported by users
• Utilizing service desk software to track and report on issues, projects, and user satisfaction
• Documenting and tracking technical problems and solutions within the organization’s ticketing and service portal
• Participate in maintaining an inventory of all servers, networks, and end user devices.  As well as working with leadership to develop and implement equipment replacement plans
• Collaborating with other IT staff and vendors to ensure optimal performance and security of the college’s technology infrastructure
• Researching and recommending new technologies and solutions to improve the college’s IT services
• Assist with the management of hardware and software security solutions, network services, telephone systems and supporting infrastructure
• Provides technical support to instructors, lead A/V needs
• Educating and training users on how to use computer applications and devices effectively.
• Other duties as assigned

TIMELINE: Applications will be reviewed beginning December 19, 2024.

SALARY RANGE: $41,651 - $52,064 annually, commensurate with experience and TBR/Tennessee College of Applied Technology salary guidelines.

GENERAL INFORMATION:  Background checks will be completed on all new hires. Selected candidate will be asked to sign a background release authorizing TCAT-Shelbyville to complete a background check which includes the following:

                                                Sex Offender Registry                                    Driving History 

                                                County Criminal                                            National Criminal Database

                                                Federal Criminal                                            Sanctions and Disciplinary Database

Tennessee College of Applied Technology-Shelbyville is a Tennessee Board of Regents institution, is an AA/EEO/ADA Employer; and does not discriminate on the basis of race, color, national origin, sex, disability or age in its program and activities. For inquiries regarding the non-discrimination policies contact: Andrea Walters, Human Resource Coordinator, 1405 Madison Street, Shelbyville, TN 37160. andrea.walters@tcatshelbyville.edu.