Customer Support Technician

Company HistorySince 1995, Solutions Management Group (SMG), one of the Quad-Cities’ largest locally owned technology services company, has been delivering complete office solutions to clients backed by the highest quality vendors in the industry.Originally a Xerox sales agency, SMG has since transformed into a managed print services vendor and is experiencing much success as the first to perfect the model. SMG also automates workflows with the use of the DocuWare software. Automating workflows help companies go paperless, which, in turn, significantly reduces expenses and increases revenue and competitive edge.SMG partnerships include companies such as Ricoh, Xerox, DocuWare, Print Audit and Moline-based Rouse Consulting Group.We believe that each employee contributes to Solutions Management Group’s growth and success. We hope you will take pride in being a member of our team.Job PurposeThe Customer Support Technician provides direct support of computers, peripheral equipment, software, and converged educational technology through the Customer Support Services Team (CSS) at Eastern Iowa Community College. This includes all equipment from the network’s edge to the end user and encompasses a wide range of computer and audio/visual peripherals including, but not limited to, projectors, displays, document cameras, audio amplification and similar equipment. The position provides operational support and incident resolution for both individual components and systems and works closely with end-users to solve both technical and operational problems.The Customer Support Technician will document solutions and to work closely with the Customer Services Support Team, the Service Desk, and the System Administrators to efficiently resolve issues.Primary Job ResponsibilitiesProvides excellent customer service to all Eastern Iowa Community College staff and studentsInstall, supports, and repairs College computers, peripherals, software, and educational technology equipmentInterfaces effectively, efficiently, and professionally with end users to resolve issues related to effective use of technologyTravels to on-campus and off-campus facilities for installation, demonstration, maintenance and repair of equipmentObserves and reports equipment performance deficienciesPromotes self-service and coaches end users to use self-service when remote or desk side visit could have been avoidedProvides on-going operational training to end-users with hands-on training and/or writing technical support documentation for installed classroom systems.Provides set-up, operation and teardown of AV support for miscellaneous college eventsQualificationsEmployee must be able to execute strong customer service skillsAssociates Degree or Certificate/Diploma in computer science or related fieldOne to three years of recognized success in Desktop Support, Audio/Visual Support, educational technology, or a related fieldComputer knowledge: Microsoft Word, Power Point and Excel, MAC operating system, and Adobe Flash Media LivePreferred Education/ExperienceComp TIA A+ CertificationInfoComm CTS Certified Technology SpecialistThree to Five years of recognized success in Desktop Support, Audio/Visual Support, or a related fieldExperience supporting Higher EducationValid driver’s licenseBenefits Health, Dental, and Vision insurancePaid premiums for Short Term Disability/Long Term Disability InsurancePaid $10,000 Life Insurance policySection 125 Flex Spending Account 401(K) Retirement Plan Vacation Pay Paid Time OffHoliday PayEmployee Assistance ProgramSolutions Management Group is an Equal Opportunity Employer#hc235885