Desktop Support Technician

Job Purpose:

This position will provide technical support for personal computers on each campus including hardware repair, software installations and upgrades, printers and user support and assistance. This position will also ensure that equipment replacement schedules are followed and lab, classroom and employee computers are kept up to date according to established refresh procedures.

Essential Functions:

1. Desktop support, hardware/software, diagnostics and troubleshooting Windows operating systems, Office 365.
2. Installations and upgrades for OS software, applications and hardware.
3. Verify security updates are implemented on Columbia State owned desktop and laptop devices.
4. First-level diagnostics for network issues (login failures, e-mail problems).
5. Work with faculty and staff on testing new applications to ensure compatibility.
6. Provide support for approved academic software.
7. Support, evaluate and configure laptops, tablets, printers and general-purpose lab hardware

Supplemental Functions:

1. Provide back-up support for Windows servers and virtual desktop environment.
2. Develop documentation for desktop support procedures
3. Participate in college activities as assigned by the Associate Vice President of Information Technology.
4. Other duties as assigned.

Job Specifications:

Education, Training and Experience Required:

1. Associates degree and 2 years experience in a desktop support , helpdesk/service desk/customer service environment, or related technical environment and an Industry Recognized Certification OR Appropriate College of Applied Technology certification and 6 years of experience in a desktop support or helpdesk/service desk/customer service environment.
2. In-depth knowledge of PC hardware and software.
3. Knowledge of desktop imaging technologies and application of patches and updates
4. Knowledge of anti-virus/malware and multi-factor authentication tools
5. Knowledge of service desk software and ticketing systems

Knowledge, Skills, Abilities and Work Characteristics:

1. In depth knowledge of current Windows operating systems, Office 365.
2. Must be able to work independently and communicate effectively with team members, supervisors, users (students, faculty, and staff) to solve problems.
3. Must be able to develop cooperative working relationships with vendors and suppliers
4. Must be pro-active and consistently pursue knowledge of new technologies.
5. Must be able to communicate clearly in written and spoken English.
6. Must be able to do basic network problem diagnosis.

Additional Experience Desired:

1. Familiarity with KACE deployment technologies and inventory tools
2. Work in Active Directory writing needed scripts as necessary for group policies, etc.
3. MAC OS, and virtual desktop technologies.
4. Familiarity with asset tracking software and MS Excel

Working Conditions:

1. Must be able to lift at least 40 pounds
2. Must possess the manual dexterity to operate tools such as screwdrivers, wire strippers, crimpers
3. Must be able to reach high shelves and spaces low to the floor
4. Must possess a current Tennessee driver’s license to travel to off-site campuses

Hiring Salary Range: $56,690- $68,020

This position is based at the Columbia, TN Campus.

About Columbia State Community College:

As Tennessee’s first community college (established in 1966), Columbia State is committed to student success both in and out of the classroom, as well as economic and community development in our nine-county service area. Columbia State is a member of the Tennessee Board of Regents.

Columbia State offers a comprehensive benefits package, including but not limited to the following:

• Vacation and Sick Leave
• 14 paid holidays
• Medical, dental, vision and life insurance
• Retirement plans
• Optional 401K and 403B Deferred Compensation Plans
• Educational benefits for the employee and their spouse and dependents