Specialist, Technology Support

Job description

• 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 Colleges employability skills: adaptability, communication, information processing, problem-solving, responsibility and teamwork.

• 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.

• 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.

• 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.

• CompTIA A+ (or 6 months within hire date)

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

• Other industry standard, related certifications.

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

• 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.

• 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.

• 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 drivers license.