Technology Support Specialist
: Job Details :

Title: Technology Support Specialist

Department: Technology Services

Reports to: Director of Technology Services

Category: Salaried (FLSA Exempt)

Summary/Objective

The Technology Support Specialist is responsible for implementing and maintaining hardware and software systems that support the academic and administrative strategic objectives of the College. The Technology Support Specialist also provides systems and software management, inventory management, and end user support and training. This position requires collaboration, effective written and verbal communication, an entrepreneurial vision, and an innovative focus on the improvement of user experiences.

Essential Functions

* Quote, take delivery, inspect, configure, and deploy hardware devices and peripheral equipment including desktops, laptops and tablets, printers, audio-visual equipment, mobile devices, and related technology equipment.

* Install and set up hardware, deploy and maintain software images, configure applications and software functionalities.

* Install, troubleshoot, repair, maintain, and support software, hardware, and other peripheral devices.

* Serve as point of contact for computer manufacturer technical support for in-depth triage of computer issues or for shipment of hardware components and/or replacements.

* Serve as point of contact for end user support; monitor, manage, prioritize, respond to, and resolve support requests for hardware and software issues via helpdesk.

* As part of a team, monitors and responds to resolve issues as needed on a 24/7/365 basis.

* Manage and maintain inventory schedules, software agreements, and external vendor relationships.

* Relocate, replace, or recycle equipment per equipment replacement schedule.

* Provide user documentation and training opportunities to end users.

* Seek professional development opportunities to maintain proficiency in current technologies and best practices.

* Perform other duties as assigned.

Competencies

* Effective communication and organizational skills

* Teamwork orientation and collaboration

* Critical thinking and problem solving

* Ethical conduct and confidentiality

* Thoroughness and accuracy

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

Normal office environment where there is no physical discomfort due to temperature, dust, noise and the like.

May work in various environments including adverse outdoor conditions such as cold, snow, ice rain or heat.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are typically Monday through Friday, 8:00 a.m. to 5:00 p.m.

Evening and weekend work may be required as job duties demand.

Travel

No travel is expected for this position.

Required Qualifications

Required Education and Experience

* Associate degree in Computer Science, Information Technology, IT Management, or related field.

* A minimum of two (2) years' experience in a hardware or software support in a domain/enterprise environment, user support/helpdesk, and/or similar technical role.

* Exceptional customer service skills and effective written and verbal communication.

* Ability to handle multiple projects, priorities, and deadlines with successful outcomes.

Preferred Qualifications

Preferred Education and Experience

* Bachelor's degree in Computer Science, Information Technology, IT Management, or related field.

* Experience with Microsoft Deployment Toolkit and O365 applications.

* Experience with an automated helpdesk/ticket system for request assignment, tracking, escalation, and reporting.

* Experience in a higher education or nonprofit environment.

Additional Eligibility Qualifications

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Physical Demands

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is occasionally required to stand for up to stand or walk constantly (for up to 12 hours) on various surfaces, run, climb stairs and ladders, sit, balance, stoop, kneel, crouch or crawl. The employee must frequently lift or move up to 10 pounds and occasionally lift or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.