General Position Description
Provides technology services and remote support to students, faculty, staff and administrators as a member of the Office of Information Technology (OIT). This includes administering desktop and classroom technology support, event support, LAN/network administration, and first- level and second-level problem resolution. Maintains and manages personal computers, peripherals devices, instructional equipment, computer laboratories, and administrative and instructional software.
Description of Job Function
- Receives and documents technical support requests from classrooms, departments and site users, providing timely assistance for PCs, laptops, printers, peripheral equipment, networks and servers with clear communication across all service channels.
- Virtually troubleshoots, diagnoses, and resolves first- and second-level hardware, software and network connectivity issues escalating complex problems to the OIT department or vendors for timely resolution.
- Maintains clear and accurate documentation on actions taken in problem, request, and resolution logs. Maintains and distributes user request forms, training manuals and related documentation.
- Installs, configures, and maintains software, PCs, laptops, printers, hardware, peripherals, and instructional equipment, ensuring network connectivity across the college-wide infrastructure and accurate inventory records.
- Diagnose hardware malfunctions, and coordinates major repair of hardware with users, other college staff and/or outside vendors as needed.
- Trains, advises and assists students, faculty, and staff in the operation and use of computers and related platforms, equipment and software and prepares and maintains procedural manuals, FAQs, OIT web pages and technical documentation as required.
- Responds to requests for customer account creation and access privileges; assists with coordinating and supporting port patching, cabling and other LAN/WAN duties; and maintains hardware, software, and asset records to ensure reliable technology operations across the college.
- Prepares clear, accurate, and comprehensive hardware and software specifications and purchase requisitions within assigned areas of responsibility, while also developing regular status reports and special project updates-to ensure effective tracking and communication of technology operations.
- Serves as liaison to college offices, committees and OIT division personnel as required, providing troubleshooting and hands-on support as needed, while delivering virtual assistance college wide.
- Continuously enhances job knowledge through educational opportunities, professional publications, personal networks and active participation in professional organizations, while engaging in college-wide escalation and communication channels to ensure timely, responsive, and effective information sharing.
- Performs other related duties as assigned.
