Specialist, Technology Support

Posting Details

Position Information

Job Title
Specialist, Technology Support

Status
Regular

Full Time/Part Time
Full-time

Location

Job Description

The technology support specialist performs installation, maintenance, and repair of the college’s computers, servers, printers, and scanners. S/he will install, maintain, support, and operate audiovisual equipment such as projectors, document cameras, speakers and other peripheral equipment. This position will support all campus locations. S/he will be installing lab replacements, imaging classroom lab computers, and performing other projects as needed. S/he installs hardware and software in academic labs and in faculty and staff offices. S/he performs routine troubleshooting and problem resolution, both on-site and over the phone. The technology support specialist works with faculty and staff to help them decide on hardware and software needs. S/he prepares reports, maintenance records, and inventory paperwork. S/he performs other duties as assigned.

Min Salary
$44,993.26

Mid Salary
$56,241.57 - We offer a competitive salary package that will be determined based on the candidate's experience level and qualifications related to the job. Compensation will be commensurate with your level of experience.

Duties/Functions

• Troubleshoots computer problems.
• Prepares maintenance records and inventory paperwork.
• Provides service desk queue management.
• Updates the Service Delivery Manager on hardware/software issues.
• Demonstrates proficiency in the operation of personal computers, printers, scanners, and digital cameras.
• Operates audiovisual equipment for college and community events. Receives requests and coordinates setup for events. Manages sound coordinates live streaming, and operates video during events as needed.
• Maintains, troubleshoots and repairs AV equipment for faculty and staff and/or oversees the repair of equipment by outside vendors.
• Supports Instructional requirements and provides technical support during peak registration periods.
• Performs routine equipment maintenance and scheduled repairs.
• Assists with server software installs, imaging, setup of users, and set up of printers and computers for network access.
• Installs software from the network or individually on computers.
• Answers ITS calls to the service desk and provides technical support as needed.
• Changes passwords and helps with login requests for employees and students.
• Determines first-tier and second-tier requests and when and to whom to escalate calls that cannot be handled at the first-tier level of support.
• Relocates computers as needed (office and labs).
• Works with vendors on warranty issues and problem resolution.
• Knowledgeable in the operation of audiovisual equipment.
• Assists supervisor in the room design and the writing of bids for audio-visual installations.
• Trains faculty and staff in the use of audiovisual equipment and solves operational problems.
• Configures/installs/assists in the replacement of labs and imaging of labs for classes.
• Demonstrates and models the College’s employability skills: adaptability, communication, information processing, problem-solving, responsibility and teamwork.

Difficult Challenges

• Balancing daily challenges with automating/documenting procedures.
• Managing ongoing projects and high priority daily break/fix issues.
• Managing service requests with insufficient information.
• Unplanned interruptions of service.
• Providing technical support to multiple campus locations.
• Volume of service requests during busy periods.
• Conflicting priorities of departments across campus.

Contacts

• Daily: Service Delivery Manager for assignments and priorities.
• Daily: End users about the status of their service requests.
• Weekly: Events Scheduler about upcoming events needing Audio Visual and technical support.

Education Required

• Associates degree in information technology (computer science, computer information systems, programming or other related field) from a regionally accredited post-secondary institution or seven (7) or more years of relevant experience in lieu of the degree.

Education Preferred

• Bachelor’s degree in information technology (computer science, computer information systems, programming or other related field) from a regionally accredited post-secondary institution is strongly preferred.

Certifications:

• Other industry standard, related certifications.

Experience Required

• One year of experience in a technical support related field.

Experience Preferred

• 3 years of experience in a technical support related field.
• Experience with Microsoft Intune.
• 1 year experience supporting macOS
• Experience imaging computers
• Experience with Enterprise Service Desk software and Remote Support software
• Experience with Multi-Function Network Printing solution.

KSA Required

• Demonstrated knowledge in supporting a Windows, Mac, and Apple iOS.
• Demonstrated knowledge of PC configuration and repair.
• Demonstrated knowledge in operating audiovisual equipment.
• Demonstrated knowledge in current versions of Windows Operating System and Apple iOS.
• Demonstrated knowledge in computer configuration and repair.
• Ability to install, configure, and repair printers.
• Ability to analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of goals.
• Proficient in email, MS Office, virus protection software and other common college software applications.
• Strong organization and problem-solving skills.

KSA Preferred

Department/Job Specific Requirements

• Position may require hours that are outside of the normal schedule which may be adjusted to meet the needs of the department.
• Must have a valid driver’s license.

The following (compliance) training is required and must be completed within the first 30 days of hire with annual refresher training thereafter:

• Ethics
• Safety/Shooter on Campus
• Personal Information Protection Training ( PIP )
• Anti-Discrimination/Harassment & Title IX
• Other training may be required as determined applicable.

Physical Demands

Physical Activity: Primarily sitting
Environmental Hazard(s): <15%
Lifting: 20 50lbs.

Posting Type
Staff

Posting Detail Information

Posting Number
2024-321-REG

Open Date
01/02/2025

Close Date
01/31/2025

Open Until Filled
No

Special Instructions to Applicants

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * Do you have an Associates degree or higher degree in information technology (computer science, computer information systems, programming or other related field) or seven (7) or more years of relevant experience in lieu of the degree.
   • Yes
   • No
2. * Do you have a valid driver's license?
   • Yes
   • No
3. * Do you have at least one year of experience in a technical support related field?
   • Yes
   • No

Documents Needed To Apply
Required Documents

1. Resume
2. License/Certification

Optional Documents

1. Cover Letter
2. Transcripts
3. Letter of Recommendation
4. Other