"Specialist - Technical Support NE"

Job Details

ABOUT US

We are Harper College…the college in your community.

The College was established by referendum in 1965 and opened September 1967. It is named for Dr. William Rainey Harper, a pioneer in the junior college movement in the United States and the first president of the University of Chicago.

Harper College is now one of the nation’s premier community colleges and one of the largest, serving approximately 29,000 students annually in Chicago’s northwest suburbs. The College’s academic programs prepare students for rewarding careers and for transfer to four-year universities. Harper offers associate degree and certification programs, advanced career programs, workforce training, professional development, continuing education classes, accelerated degree options for adults and developmental education programs.

At Harper College, we are committed to fair and equitable compensation for all employees. In compliance with Illinois state law, we prioritize transparency in salary information. Our salary ranges reflect our dedication to attracting and retaining top talent while ensuring equitable pay practices. We encourage open discussions about compensation and invite you to reach out with any questions you may have regarding salary details. Harper College typically offers compensation up to the median market rate for this position. We aim to ensure our pay is competitive while aligning with both the role's requirements and the candidate's experience. To review all benefit information visit us at: https://www.harpercollege.edu/about/directory/hr/index.php

QUALIFICATIONS

Education: Associate Degree or two (2) years of equivalent experience. Related certifications a plus including current Microsoft Windows operating system, Microsoft Office Suite, ComTIA, Help Desk Institute, ITIL.

Experience:

• Understanding of a wide variety of operating systems.
• Understanding of support tools.
• 2 or more years' experience supporting Windows desktop/laptop PCs.
• 2 or more years Remote Desktop support experience.
• 2 or more years of experience with customer service, providing remote technical support.
• Ability and willingness to work outside of normal and traditional hours.
• Ability to handle a wide variety of customer service situations.
• Able and willing to learn new as well as existing technologies.
• Able to multi-task.
• Be a contributing member of a Technical Team.
• Excellent interpersonal, verbal and written communication skills with ability to handle customer concerns over telephone or through personal contact.
• Experience working in a team-oriented, collaborative environment.
• Familiar with a problem management ticket system.
• Familiarity with Active directory.
• Have knowledge of commonly-used concepts, practices, and procedures within the Information Technology field.
• Knowledge and experience of customer service practices.
• The ideal candidate is detailed oriented and thorough; must be able to follow-through to the completion of a task.
• Experience in higher education or a campus environment a plus.

JOB DESCRIPTION

Responsible for providing college-wide training, support and delivery of technological solutions. Responsible for support and implementation of end user technology needs. Serves as a liaison between the user community and Information Technology, providing outstanding customer service in person, online, or by phone.

Ability and willingness to work outside of normal and traditional hours

Hours are as follows:

Monday - Thursday: 10:00 am - 4:30 pm
Friday: Off
Saturday: 8:00 am - 1 pm

ABOUT THE TEAM

Information Technology provides support for the College's administrative computing environment, the network and telecommunications infrastructure, and core network and Internet services.

RESPONSIBILITIES

• Provides onsite, phone, email, and chat support for end user systems and applications. Provides outstanding customer service and empathy during all customer encounters.
• Installs operating system, software, hardware equipment, and firmware on desktops, laptops, printers, lecterns and other infrastructure systems.
• Identifies, diagnoses, repairs, and resolves technical hardware and software issues in a timely manner.
• Facilitates the continuous and reliable operation and performs general preventative maintenance tasks on software, computers, laptops, printers, projectors, classroom technology, and other hardware and peripheral equipment used by various departments.
• Installs, upgrades, supports, maintains, and troubleshoots software, computers, laptops, printers, projectors, classroom technology, and other hardware and peripheral equipment used by various departments.
• Utilizes ticketing system to document and prioritize work following Information Technology standard operating procedures. Logs all related interactions as well as answer, troubleshoot and document support calls and emails.
• Completes work on assigned tickets, projects, and tasks, documenting, tracking, and monitoring the problem to ensure a timely resolution.
• Moves computers, laptops, monitors, printers, and associated equipment. Coordinates with Facilities Management as needed for any moves, construction and installation projects.
• Stays current with relevant Harper College systems, information, changes and updates.
• Contributes to technical support documentation of resolutions, processes, and procedures. Participates in the development, implementation, and communication of guidelines and procedures for the usage, deployment and management of systems and software supported by Information Technology.
• Interacts with systems administrators, software systems engineering, and applications development to restore service and perform root cause analysis to correct core problem as needed.
• Evaluates and recommends new software, hardware, and services to enhance functionality and reduce user problems.
• Tests, configures, and implements new hardware, software and other modifications to existing equipment and systems.
• Responsible for security, integrity, and reliability of desktop systems. Reports any violation of the Acceptable Use Policy.
• Schedules software deployment packages for unattended installation to desktops, laptops, and off-network laptops and computers.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software. Manage hardware repair and replacement process.
• Facilitates communication between the end-user and Information Technology.
• Assists as appropriate with projects involving Information Technology.
• Participates in technical setups for standard classroom, lab or office needs as well as for special events which may include a laptop, projector, desktop, microphones and telephones.
• Provides computer-related training and technical assistance to employees on Harper College technology.
• Provides System Administration support for the various client groups using the Service Desk ticketing system.
• Performs related duties as assigned.