APT Help Desk Technician, Title III Grant

The Student Support Technician provides frontline technology and service desk assistance to support student success across the college. This role works directly with students—providing assistance and guidance in navigating technology, systems, and digital processes related to enrollment, coursework, and campus resources. The Student Support Technician approaches support through a student-success lens, recognizing the critical role technology plays in access, engagement, and retention. Beyond reactive support, this position plays an active role in proactively equipping students, faculty, and student-facing staff with the knowledge, tools, and reference materials needed to reduce barriers to learning and improve access to technology-related services across the college. The Student Support Technician tracks support trends and contributes insights to help the college continuously improve student technology experiences. This position may require occasional evening or weekend hours to support student orientations, peak service periods, and other college events. Student Technology Support Provide courteous, patient, and effective support to students by phone, email, and in student-facing locations (including kiosks and labs) related to:

• Multi-factor Authentication (MFA)
• Password, login, and account access issues
• MCC email and student communication tools
• Moodle and other learning management systems
• ReGroup (text alert registration)

• Student Self-Service:

• Registration
• Financial transactions and online payments
• Payment plan enrollment
• Downloading and using Microsoft 365
• Connecting to MCC Wi-Fi
• Follett Access questions or opt-out assistance
• Third-party learning platforms (e.g., Cengage, MindTap)
• MCC Student ID card creation
• Use of college hotspots, mobile labs, and student technology resources
• General guidance on personal technology issues that present barriers to learning Student Success & Proactive Engagement
• Approach technology support through a student success lens, recognizing how timely assistance impacts retention, engagement, and academic progress.
• Create and maintain clear, accessible reference materials, tutorials, and quick guides for common student issues.
• Collaborate proactively with student liaisons, facilitators, tutoring staff, and other campus partners to equip them with knowledge and materials that enable them to assist students when IT staff are not immediately available.
• Identify recurring issues or gaps in understanding and recommend process or documentation improvements. Technology & Resource Support Assist in maintaining and supporting technology in:
• Student labs
• Tutoring labs
• Group study spaces
• Assist with basic troubleshooting and coordinate escalation to IT staff when needed.

Track:

• Number of users served
• Types of issues requested
• Emerging technology support trends affecting students

Other Duties:

Maintain professional and technical knowledge through: Reading professional publications Attending workshops or training opportunities, as appropriate Participate in cross-training with other IT staff. Serve on college committees as assigned. Perform related duties as required to support IT Services and student success initiatives. May be required to work occasional evening or weekend hours to support student events and operational needs.

Education:

Associate Degree required (Information Technology, Education Technology, or related field preferred)

Licenses:

Valid NC Driver's License required or an equivalent combination of education and relevant experience that provides the required knowledge, skills, and abilities.

• Experience supporting students or non-technical users
• Strong customer service and communication skills
• Ability to explain technical concepts in clear, accessible language
• Experience creating documentation, tutorials, or training materials
• Familiarity with higher education systems or student-facing technology