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Technical Support Specialist

Lake Michigan College
Michigan, United States
Salary Not specified
Posted Date
May 27, 2022

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

Posting Number: 0000883
Reports to: Manager, IT Security & Operations
Department: Information Technology
Classification: Professional/Technical
Full or Part-time: Full Time

Job Summary:
The Technical Support Specialist extends technical support to all internal IT and non-IT employees as well as customers facing problems related to hardware, software, and networking and consults with other employees and identifies technology problems; they then propose or collaborate on solutions. They are responsible for troubleshooting problems faced by the end-users of PCs, laptops, and mobile phones by identifying issues and analyzing them. As technology is constantly changing, individuals in this position must be aware of and able to respond to changes in technology. The technical support specialist must be technologically savvy and focused on finding solutions to issues with technology and information integration.Technicians receive trouble tickets raised by users through emails, telephones or in-person, as they are the single point-of-contact for any organization. They, therefore, handle these issues independently.

Essential Functions:
1. Test and assess issues related to computer software and hardware, including operating systems, such as Mac and Windows.2. Document user requests and update client trouble tickets with the current status of the issue.3. Undertake maintenance of computer networks, hardware, software, printers, and other equipment at regular intervals.4. Communicate professionally with non-IT individuals within or outside the company and listen to needs5. Develop and deploy solutions for all computer-related problems and take action to resolve them whenever they arise.6. Handle issues independently and alongside a team of technicians.7. Test new hardware and software and deploy the installation of all computers and mobile devices.8. Tests compatibility of new programs with existing ones.9. Gathers data to identify and evaluate technical purchasing options10. Keep users informed about the status of their tickets/requests, and confirm the resolution of client issues11. Serve as the first point of contact for customers to obtain technical support12. Install, assess, troubleshoot, maintain, and upgrade computers and equipment of different types, including copiers, printers, and scanners, of all users so that they perform optimally.13. Create appropriate support documentation in a bid to help all users quickly troubleshoot all of their problems.14. Evaluates expanding or enhanced computer operations; makes recommendations for improvement and upgrades to hardware and software to manage workload and system requirements.15. Keeps up to date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional societies.

Other Duties:
1. Other duties as assigned

Under the limited supervision of the Manager, IT Security & Operations, the service desk technician is responsible for providing technical support and assistance to college end users. They interact with customers by phone or in-person to resolve their computer problems related to software and hardware issues to help them get back up running smoothly again.

Job Specifications:
· Bachelor’s degree in computer science or related field, or equivalent experience, preferred, Associates degree required· ITIL Certification preferred· Proven experience as a help desk technician or other customer support role· Excellent problem-solving and troubleshooting skills· Tech savvy with working knowledge of office automation products, databases and remote control· Hands-on experience in troubleshooting hardware.· Ability to diagnose and resolve basic technical issues· Proficiency in English, multi-lingual preferred· Excellent communication/listening skills· A process improvement mindset· Hands-on problem-solving ability· Ability to effectively prioritize and execute tasks in a high-pressure environment· The ability to communicate technical information in an accessible manner to non-technical employees· Customer-oriented and able to handle stressful situations

Grade: B14
Salary Range:

Special Instructions to Applicants:
Information on our standard hiring process: Lake Michigan College will accept applications on this position for at least 14 days. Applications will be screened for minimum qualifications as received. Once a sufficient number of qualified applications have been received and sufficient diversity of applicants achieved, those applicants will be passed along to the search committee. Once the search committee has determined which applicants they would like to interview, those applicants will be contacted. If this process extends beyond 21 days, a communication of the delay will be made to all applicants for the position. If you have questions, please contact Human Resources at

Official transcripts required upon hire.

Virtual Campus tour:

Open Date: 05/26/2022
Closing Date:

To apply, visit

About Lake Michigan College
Lake Michigan College is a community college in southwest Michigan. We have three campuses --two of which are located ten minutes from our namesake’s breathtaking shoreline.

Like other community colleges, we offer associate degrees, certificates, and even a baccalaureate degree. But what sets us apart from our peers is our seemingly limitless potential and our people - people who care deeply about our region’s future and who are committed to student success and exemplary educational programs, strong alignments with both established and emerging industries, and productive partnerships with the communities we serve.

Faculty and staff at LMC enjoy excellent benefits and a supportive and friendly work environment. LMC recently received a Capital Outlay grant from the State of Michigan and a new millage from the southwest Michigan community, so the college’s facilities will be getting innovative, sustainable upgrades in the next few years that will contribute to the comfort, productivity and collaborative environment for all employees.

Living in Southwest Michigan
Southwest Michigan attracts millions of tourists who come for our beaches, wineries, and nationally acclaimed golf courses. But many who visit, choose to stay for our great schools, low cost of living, and high quality of life.

LMC’s main campus is nestled in a watery and wooded wildlife sanctuary, yet it’s less than a half-day’s drive from major metro areas including Chicago, Milwaukee, Detroit, and Indianapolis. jeid-4530c8abf865044487b295f1036d2dee
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