"IT Support Specialist"

Job Details

Job Summary

Incumbents operate, maintain and repair computer and telecommunication hardware and software, and provide technical assistance to users.

Essential Functions

• Move, update, repair, replace, configure, and install hardware, software, and peripherals systems and equipment related to classroom technology; determine hardware and software needs; check wireless systems; and troubleshoots related issues
• Deploy, configure, and update computers, laptops, phones, and other equipment to facilitate checkout processes and other departmental operations; creates and sets up wireless, email, and other accounts as needed; reset passwords; grant network permissions; add network drivers
• Provide technical assistance to end users via phone, email, or in person; work may involve providing training to end users, troubleshooting technical issues in person or over the phone, responding to helpdesk requests, and following up with users to ensure proper functioning of systems and equipment
• Monitor IT ticketing systems to identify and solve IT issues; work may involve responding to tickets and forwarding tickets to appropriate personnel or departments
• Prepare, maintain, and update technical and general reports, purchase orders, forms, records, and other documentation, to ensure timely and accurate documentation
• Coordinate with vendors, students, faculty, and other internal and external staff, departments, and/or agencies to assist with resolving technical issues, communicating information, and facilitate departmental operations
• Train end users via phone or in person on use of computer hardware and software technologies
• Collaborate with other departments on technology related needs for new projects/installations
• Update and maintain the online inventory system; prepare and maintain equipment for future use
• Perform other duties as assigned.

Qualifications, Knowledge, Skills, Abilities and Physical Requirements

Minimum Qualifications:

• Associate degree (A.S., A.A.) OR two-year technical certificate in computer science or related area*
• One (1) year IT support or related experience

*Minimum Education Qualification can be substituted with an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job.

Knowledge, Skills and Abilities:

• Knowledge of technology troubleshooting techniques
• Knowledge of customer service principles
• Knowledge of applicable hardware, software, media, telecommunications, and/or related equipment
• Knowledge of windows operating systems
• Skilled in troubleshooting, diagnosing, and repairing hardware, software, peripheral devices, and/or other related equipment problems
• Skilled in providing customer service
• Skilled in using a computer and related software applications
• Skilled in training users on applicable hardware, software, peripheral devices, and/or other related equipment
• Skilled in utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisor, the general public, and others sufficient to exchange or convey information

Physical Requirements
Positions in this class typically require climbing, crouching, grasping, hearing, keyboarding, pushing, pulling, reaching, repetitive motion, standing, talking, visual acuity, and walking. The work is medium work which requires exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.

Supplemental Information

EEO Statement:
Metropolitan Community College is an Equal Employment Opportunity employer that prohibits discrimination or harassment of any person based on race, color, religion, sex, sexual orientation, gender identity, age, birth, ancestry, national origin, or disability. EOE/M/F/Vets/Disabled

Accommodations:
MCC is committed to the full inclusion of all qualified individuals. As part of this commitment, MCC will ensure that persons with disabilities are provided with reasonable accommodations in all aspects of employment, including the application process. To request an accommodation and/or a copy of the Americans with Disabilities Act applicant procedures, please contact the Office of Human Resources.