"Computer & Network Support Technician"

Job Description

Position Summary: The Computer & Network Support Technician is responsible for following established protocols; install and maintain computer hardware, telecommunications, audio visual equipment and all College-supported network applications. Install and maintain software, provide end-user technical support and training, and perform quality assurance tasks to ensure user workstations and network performance meet College and staff, faculty and student user requirements. Troubleshoot computer and network problems; determine the source of the problem, advice on appropriate action, and test and implement solution.

Job Duties, Responsibilities, and Tasks:

• Establish and manage email and user accounts for students, faculty, and staff. Responsibilities include overseeing security measures, setting file permissions, ensuring file system integrity, and managing user additions and deletions.
• Administer user workstations and provide support for user activities, including password resets for email, computers, Active Directory, and blackboard. Serve as the first-level contact to investigate problems, determine possible solutions, and test and implement them promptly. Respond promptly to user inquiries received via email, telephone, or in person, offering accurate, secure, and reliable information. Escalate unresolved issues to the appropriate level of support.
• Install, configure, maintain and repair computers, Laerdal equipment, file servers, network cabling, and other related equipment, devices, and systems. Configure phones, printers, scanners and related equipment.
• Perform software and application installation and upgrades.
• Troubleshoot networks, systems and any college applications to identify and correct malfunctions and other operational difficulties.
• Develop and conduct various training and instruction for system users on operating systems and other applications; assist users in maximizing use of networks and computing systems. Tutor individual users. Help users log into and navigate within computer systems and College applications and on-line resources.
• Maintain strict confidentiality regarding all information processed, stored, or accessed by users on the network. This includes ensuring that sensitive data remains secure and protected from unauthorized access or disclosure. Adhering to established privacy protocols and implementing robust security measures are essential to safeguarding the integrity and confidentiality of user information. By upholding these standards, the technician contributes to fostering trust and confidence among network users while mitigating potential risks associated with data breaches or unauthorized disclosures.
• Serve as the central point-of-contact for students, faculty, and staff in reporting and resolving computer and telecommunications issues.
• On call evenings and weekends during the academic year. This involves carrying a phone and responding to emergency calls made until 9:00 p.m. weekdays and weekends. The responsibility is rotated between the Computer & Network Support Technicians.
• Maintain effective working relationships with external service providers/ vendors and other providers to support user activities. Maintain up-to-date product and technical knowledge to ensure utilization of the latest computer and network technologies.

Education and/or Experience

• An associate degree or having obtained the majority of course work required for an associate degree in network system administration, computer or information science, or computer engineering is required along with 3-5 years experience in a customer service environment. Microsoft Office 365 certification is suggested.
• Excellent computer skills are necessary as is strong knowledge of Microsoft Windows operating systems. The position also requires knowledge of basic hardware and software functions and networking. Familiarity with classroom technology (AV equipment, smart boards, speaker systems, and student response systems using “clickers”) is preferred.
• Advanced competency in Windows operating environment using MS Office applications (Word, Excel and PowerPoint), e-mail and internet programs. Some knowledge of MAC preferred.
• Work hours mostly will be Monday-Friday 12:00NN-8:00PM and rotating weekends.
• Salary range: $19-$21 per hour

Essential Functions

This job description is not designed to be a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or be assigned at any time with or without notice.

Interested candidates must submit a cover letter and resume with salary requirements to: resumes@mariacollege.edu with “Computer & Network Support Technician” in the subject line.

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