Technology Support Specialist (OPS)

Employer
St. Petersburg College
Location
Florida, United States
Salary
Salary Not specified
Posted date
Sep 15, 2021

View more

Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology
Employment Level
Administrative
Employment Type
Full Time


Technology Support Specialist (OPS)

Compensation: $14.87
Openings: 1
PeopleSoft ID: 4583

Department: University Partnership Center
Location: Seminole

Key Position Information:


Position Summary:
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 department.

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 request.
  • Communicate with college staff and faculty via phone, email, and MS Service Manager
  • Utilize MS Service Manager to monitor and document all technical requests
  • 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


Requirements::
Education:

High School Diploma or equivalent (GED) and some technical training in information technology.

Experience:

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.

Knowledge:
  • 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.

Skills:
  • Troubleshooting and repairing hardware, software, and peripherals;
  • Installing hardware and software;
  • Providing end-user support;
  • Communicating technical information to a non-technical audience;
  • 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.

Physical:
  • Positions in this class typically require: reaching, standing, walking, grasping, feeling, talking, hearing, seeing and repetitive motions.
  • 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.


Responsibilities:
These duties are a representative sample; position assignments may vary.

Potential Frequency
1.
Sets up, installs, configures, tests, updates, and maintains computers, peripheral devices, and/or related software and hardware; repairs computers and peripheral devices.
Daily - 50%

2.
Troubleshoots, diagnoses, reports on, and resolves problems associated with applicable information technology equipment and software.
Daily - 30%

3.
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 maintenance issues.
Daily - 15%

4.
Prepares a variety operational records and reports.
Daily - 5%

5.
Performs other duties of a similar nature or level.
As Required





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 eaeo_director@spcollege.edu.

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