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. 

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

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. 

• 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. 

Physical Demands Posting Type Staff