"Technology Support Specialist - Level I"

Job Description

The Technology Support Specialist assists students, faculty, and staff in utilizing the district's technology resources. The person in this role is responsible for the installation, maintenance, troubleshooting, and repair of desktops, laptops, printers, and other technology equipment. Primary responsibilities include responding to, creating, and managing trouble and request tickets, maintaining asset inventory, and providing excellent customer service to all end users. Career levels exhibited in this role will vary in accordance with level of scope, autonomy, and experience described below.

On-site Work Location:

Required Qualification

• Level I: 0+ years of relevant EICC work experience.
• Associate degree with major in computer science, management information systems, or documented related work experience that would provide knowledge of computer applications, operating systems, and hardware.
• Experience in pc, desktop and laptop maintenance repair and installation and configuration of computer/network equipment and applications strongly preferred.
• Ability to communicate well and work with students, faculty, and staff with differing technology skills and backgrounds.
• Demonstrated knowledge of hardware and software standards, software licensing, and copyright.
• Ability to work flexible hours if needed.
• Works independently with close supervision.
• Problems faced are not typically difficult or complex.
• Explains facts, policies, and practices related to job area.

Typical Duties and Responsibilities

• Identifies and analyzes user needs and makes recommendations to meet those needs which are consistent with College and District policies and procedures.
• Design and document specifications for identified user needs and make recommendations to meet identified needs.
• Establish and maintain technical and user documentation for hardware, software, and procedures utilized within the College and District.
• Installs computer hardware and software when necessary.
• Troubleshoots and resolves problems or makes recommendations for their solutions when outside assistance is needed.
• Provides technical assistance to faculty and staff for special projects and problems.
• Explains system changes and provides in-service training on correct procedures of technology usage related to computer/network operations, new equipment, and new procedures.
• Plans and develops configurations for academic labs in collaboration with faculty and District IT staff in advance of semester start for on-time delivery.
• Orders parts, software packages, hardware, etc. as needed to maintain consistent and stable technology function at assigned location.
• Performs general maintenance on technology equipment which includes but is not limited to toner/ink replacement, maintaining paper supply, cleaning computer screens, etc.
• Knowledge of imaging software tools.
• Maintains expertise in computer maintenance and repair, technology support, and college supported systems through ongoing study or professional development.
• Communicates with the IT department on district projects, programs and policies concerning technology issues.
• Willing to work a flexible schedule that could include some afternoon or weekend hours or work at more than one location within the District.
• Is committed to providing quality service that meets or exceeds the expectations of internal and external customers.
• Performs other appropriate duties as assigned.