Job Summary
The Technical Support Specialist I’s responsibilities include, but are not limited to, performing entry-level computer systems support work as part of a technical help desk. This position provides user support for Lamar Institute of Technology’s computer software and hardware operation and connectivity, including classroom and conference room multimedia equipment. This position reports directly to the Manager of Client Computing. This is a non-exempt position.
Duties/Responsibilities
- Provide user support for computer software and hardware operation and connectivity, including classroom and conference room multimedia equipment. Troubleshoot and resolve problems.
- Follow established processes, policies and procedures in support of the end-user community.
- Follow procedures and department processes to record initial call information, steps taken toward resolution, and final resolution into department’s help desk system.
- Escalate calls to senior staff members upon determination that problem exceeds level of experience.
- Maintain records of daily data communication transactions, problems, remedial actions taken, and installation activities, using the help desk ticketing application.
- Install, maintain, upgrade, and replace end-user computing hardware, software, and peripherals; and classroom and conference room multimedia equipment. Coordinate warranty repairs with vendors.
- Interact with internal and external customers, including vendors and contractors.
- Assist in the creation of documentation, procedures, and checklists related to the help desk for use by departmental personnel and end users.
- Assist with the creation and deployment of client images.
- Assist with maintaining an accurate inventory of IT assets, both hardware and software.
- Maintain currency of knowledge with respect to relevant technology, equipment, and/or systems.
- Assist in the development of information technology disaster recovery and business continuity plans.
- May assist in the review and recommendation of the procurement and inventory of information resources hardware or software
- May assist in the design, development, and maintenance of various systems and applications.
- Performs related work as assigned.
Minimum/Preferred Qualifications
MINIMUM QUALIFICATIONS:
- A high school diploma or GED and 1 year of information technology support experience are required.
- Direct experience supporting Microsoft client operating systems and applications is required.
- Knowledge of the practices, principles, and techniques of network and computer operations, information systems, computer software, computer hardware, and peripheral devices.
- Skilled in the use and support of personal computers and mobile devices, in the use of applicable programs and systems, and in troubleshooting information systems.
- Ability to operate information technology systems, communicate effectively both verbally and in writing, and operate various office equipment such as a computer, copy machine, fax machine and multi-line telephone.
PREFERRED QUALIFICATIONS:
- Graduation from a two or four year accredited institution with an information technology related degree.
- Two or more years of information technology support experience.
- Relevant information technology certifications (e.g., A+, MCSA).
Supplemental Information
PHYSICAL REQUIREMENTS:Perform manual labor associated with repair and servicing of computing and business equipment which may include:Frequently lift, push, pull, and/or carry up to 25 pounds and occasionally lift, push, pull, and/or carry up to 50 pounds.Frequently required to stand, walk, sit, reach, and use hands to manipulate, handle, or feel.Occasionally required to climb, stoop, kneel, crouch, or crawl.
- Lamar Institute of Technology is an E-Verify Employer.
- This position is security-sensitive and thereby subject to the provisions of the Texas Education Code §51.215, which authorizes the employer to obtain criminal history record information. Click here for the Security Sensitive Release Form.
