Technology Support Specialist (OPS)
University Partnership Center
Key Position Information:
This class is the first of three levels in the Information
Technology Support series. Incumbents provide standard computer and
technical assistance to individual end users; and install and
repair hardware, software and peripherals. Responsibilities may
include moving, updating, repairing and installing hardware,
software and peripherals; deploying new computers; determining
hardware and software needs; providing training to end users;
maintaining records on technical issues; entering data; and
troubleshooting technical issues in person and over the phone.
Incumbents may be assigned to a specific campus or
This position would be responsible for enhancing the technical
skills and abilities of technology users via technology support
activities. The position will provide in-depth remote desktop
support college-wide using tools such as Lync and Remote Assistance
that will enable the end-user to follow and understand the steps
required to meet their request. This position will provide Level 2
technical support at the Technical Support Desk and will serve as
back up to Level 1 technical support when needed.
Typical Essential Duties
- Focus on end-user skill development while resolving technical
issues to encourage end-user technical knowledge
- Communicate in a non-technical manner to ensure the end user
understands all actions
- Identify common technical knowledge gaps and notify manager of
potential training needs for students, staff, and faculty
- Use remote support tools including Lync and Remote Assistance
to train, diagnose, troubleshoot, and fix technical requests and
problems related to college software and hardware
- Remote support to include software installations,
troubleshooting MS Office, MS Windows, and browser issues,
peripheral installs, etc.
- When remotely accessing an individual's computer, be prudent in
accessing only the files and programs required to meet their
- Communicate with college staff and faculty via phone, email,
and MS Service Manager
- Utilize MS Service Manager to monitor and document all
- During heavy call volume, provide back up to Level 1 support at
the Technical Help Desk
- Identify when issues need to be escalated to Level 3 support
and work with Level 3 support as needed to resolve the issue
High School Diploma or equivalent (GED) and some technical training
in information technology.
Two years experience providing user support.
* An equivalent combination of education and experience sufficient
to successfully perform the essential duties of the job may be
acceptable in lieu of those requirements listed above.
- Applicable hardware, software, and peripheral equipment;
- Applicable operating systems;
- Technology troubleshooting techniques.
- Customer service principles;
- Applicable hand tools and diagnostic equipment;
- Recordkeeping principles;
- Computers and related software applications.
- Troubleshooting and repairing hardware, software, and
- Installing hardware and software;
- Providing end-user support;
- Communicating technical information to a non-technical
- Ordering and maintaining equipment and inventory;
- Maintaining operational records;
- Using a computer and related software applications;
- Communication, interpersonal skills as applied to interaction
with subordinates, coworkers, supervisor, the general public, etc.
sufficient to exchange or convey information and to give and
receive work direction.
- Positions in this class typically require: reaching, standing,
walking, grasping, feeling, talking, hearing, seeing and repetitive
- Medium Work: Exerting up to 50 pounds of force occasionally,
and/or up to 20 pounds of force frequently, and/or up to 10 pounds
of force constantly to move objects.
- Incumbents may be subjected to electrical currents, workspace
restrictions, and travel.
These duties are a representative sample; position assignments may
Sets up, installs, configures, tests, updates, and maintains
computers, peripheral devices, and/or related software and
hardware; repairs computers and peripheral devices.
Daily - 50%
Troubleshoots, diagnoses, reports on, and resolves problems
associated with applicable information technology equipment and
Daily - 30%
Provides help-desk telephone support and on-going troubleshooting
assistance to users regarding complex information technology and/or
hardware, software, and/or other related items; coordinates
technical support with vendors for installations, repair, and/or
Daily - 15%
Prepares a variety operational records and reports.
Daily - 5%
Performs other duties of a similar nature or level.
To apply, visit https://web.spcollege.edu/hrapp/job/4583
The Board of Trustees of St. Petersburg College affirms its
equal opportunity policy in accordance with the provisions of the
Florida Educational Equity Act and all other relevant state and
federal laws, rules and regulations. The college will not
discriminate on the basis of race, color, ethnicity, religion, sex,
age, national origin, marital status, pregnancy, sexual
orientation, gender identity, genetic information, or against any
qualified individual with disabilities in its employment practices
or in the admission and treatment of students. Recognizing that
sexual harassment constitutes discrimination on the basis of sex
and violates this Rule, the college will not tolerate such conduct.
Should you experience such behavior, please contact Pamela Smith,
the director of EA/EO/Title IX Coordinator at 727-341-3261; by mail
at P.O. Box 13489, St. Petersburg, FL 33733-3489; or by email at