"Technical Support Specialist"

Position Information

Position Title

Technical Support Specialist

Pay Grade Level

G-10

FLSA

Non-Exempt

Benefits

Health, dental, vision, life, short-term and long-term disability insurance, flexible spending and dependent care accounts, health savings accounts, Michigan Public School Employees Retirement Systems, TIAA 403(b), generous sick and vacation time, paid holidays, modified summer schedule, YMCA membership, Wellness Program, tuition reimbursement and professional development support.

Department

Information Technology

Campus Location

Iron Mountain

Min Salary

$18.82

Max Salary

$22.14

FTE

1

Full-time/Part-time

Full-Time

Position Type

Staff

Job Summary/Basic Function

The Technical Support Specialist position will provide support for end-users of computer technology including students, staff, faculty, and guest users. The position will help support the campus-wide computer network such as imaging desktops and managing print servers. This position will assist the IT Helpdesk Coordinator in supporting the efforts of our Technology Lab spaces and offer quality assistance and technology education to all end-users.

The position will participate in the development and deployment of desktop configurations and assist with annual client updates as directed. The position will assist with implementing campus computer applications, and writing necessary documentation. This position will also assist the IT Helpdesk Coordinator by maintaining computer equipment for Iron Mountain Campus and scheduling any preventative or remedial maintenance necessary to ensure the proper operating health of Iron Mountain Campus desktop technologies.

The position manages all audio-visual technology at Iron Mountain Campus including microphones, speakers, audio controllers, projectors, classroom podiums, and video conferencing equipment.

This position supports testing services at the Iron Mountain campus as needed, and assists in supervising student employees working in the testing center.

Minimum Qualifications

• Associate’s degree in IT/IS and/or equivalent years’ experience required.
• Experience in support and troubleshooting of both computer software and hardware, including peripherals.
• Two years’ experience working at a community college or other educational institution.
• Two years’ experience assisting users of computer systems, both over the telephone and in-person.
• Excellent communication skills, effective listener, and good time management skills are required.
• Must be able to work collaboratively with students, faculty, and staff.

Preferred Qualifications

• Two years’ experience working at a community college or other educational institution.
• Relevant certifications are desirable.

Months Per Year

12

Hours Worked Per Week

40

Work Schedule

Typical hours are 8:00 a.m. - 5:00 p.m. with an hour lunch break.

Supervision Exercised

This position will supervise Student Workers and Work Study Students as needed.

Supervision Received

Works under the general supervision of the Director of IT

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate, but may be loud in areas of equipment operation.

The above statements are intended to describe the general nature and level of work being performed by personnel assigned into this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified. Job related functions may be performed with or without accommodations.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Travel requirement

Not specified in detail.

Job Duties

• Setting goals and objectives
• Delegating work to students
• Providing assistance and support
• Work with faculty and ITS staff to provide a wide range of IT related services for Bay College
• Monitor activities in Technology Lab spaces and make recommendations for improved practices, procedures, and policies
• Support usage and maintenance of IT infrastructure
• Assist with planning and implementation of video conferencing, PC related hardware, and other end user technologies
• Diagnose and fix a variety of operating system and software problems
• Conduct training for individuals and groups (faculty, staff, students, and external guests)
• Assist with technology at events
• Research and find solutions to system errors, hardware/software diagnostics
• Install security patches, driver updates, etc.
• Research and remove viruses from infected computers
• Assist with video conferencing events and meetings for the school and community stakeholders
• Provide Audio Visual (AV) support for Iron Mountain Campus
• Respond to infrastructure emergencies when physical presence at Iron Mountain Campus is necessary
• Deploy desktop images for Iron Mountain Campus
• Network cabling and troubleshooting of network problems
• Assist with project management tasks
• Assist with scheduling work-study and student workers for the Iron Mountain Campus Helpdesk and Testing Services
• Assist the testing center operations at the Iron Mountain campus in collaboration with the Student Engagement Coordinator.
• All other activities as assigned by the Director of IT that contributes to the objectives and functions of IT and the Iron Mountain Campus
• Any other duties as assigned