Information Technology Spec 1 - User Service Specialist

THE POSITION AND THE DEPARTMENT

The Information Technology department at Normandale Community College ensures reliable and sustained business and operational continuity for administrative systems and academic technologies.

This entry-level position is responsible for providing day-to-day, Level 1 support of IT-managed technology systems, resources, and tools. Technicians provide reliable and efficient technical support to students, faculty, and staff. Technicians use an IT service management system to record and track daily tech support activities performed by all IT personnel. Technicians follow established IT support procedures, focusing on customer service and quality assurance.

This position will actively advance the college's strategic goals, including to achieve equity in educational outcomes and to support a culturally responsive and service-oriented culture, through individual and departmental efforts.

YOUR QUALIFICATIONS

Minimum:

• Basic working knowledge of Information Technology including computers, operating systems, hardware, software, business applications, audiovisual equipment, file-sharing systems, servers, networks, and unified communications. Familiarity with Microsoft 365 and Windows.
• Communicate technical information in simple written and verbal instructions to non-technical staff/users.
• Ability to work with customers who have varying technical knowledge and skills in a friendly, professional manner.
• Ability to utilize email, phone, instant messaging, and conferencing tools to communicate with customers.
• Must be able to interpret information, analyze data, and think in a logical and deliberative manner.

Preferred:

• Experience working in Information Technology, customer service and support, or a related professional activity.
• Previous employment at a college or university.
• Previous experience providing customer service.
• Previous experience with service management or customer relationship systems.
• Associate degree in Information Technology, Computer Information Systems, or Computer Science.
• Completion of CompTIA, ITIL Foundations, and other computer or service management-related certifications.