"Technology Support Specialist"

Technology Support Specialist

Company: Portland Community College

Job Location: Portland, 97280-0990

Category: IT Support and Training

Type: Full-Time

Join our Team at Portland Community College

Portland Community College is the largest post-secondary institution in Oregon and 19th largest in the nation, serving approximately 80,000 full- and part-time students. PCC, which is roughly the size of Rhode Island, has four comprehensive campuses, five workforce training and education centers, and 200 community locations in the Portland metropolitan area. Wherever you're coming from and wherever you're going in life, Portland Community College has the classes and programs to get you there. Our unique role is to make high-quality education accessible to everyone, creating opportunities for our students and contributing to the economic development of our community.

Portland Community College embraces equity and inclusion as a priority. We are committed to building a community with a variety of backgrounds, skills, views, and life experiences. The more we value equity and inclusion, the more we will add value to the work we do and how we serve our students, engage with each other, and the Oregon Community that we serve. Creating a culture that honors equity and inclusion is our objective and the smart path forward.

Portland Community College will ensure that applicants requiring reasonable accommodation for the hiring process are provided for. If reasonable accommodation is needed, please contact the PCC Talent Acquisition Team at pccjobs@pcc.edu.

Please Note: PCC currently limits employment to individuals residing in Oregon and Washington.

The PCC IT Service Desk is seeking a Technology Support Specialist to provide remote computer support to end users across the college. This is a fully remote position.

See the classification description for additional information: https://www.pcc.edu/hr/employment/classified-jobs/techsupptspechtm/

What You'll Do and Who We Are Looking For

Typical Duties and Responsibilities:

The Technology Support Specialist provides computer support to end users across the College district for computer hardware, software, other technology equipment, and business-related applications. The Specialist serves as the primary contact for all incoming calls and email requests for technical support. The incumbent acts as a main resource during infrastructure emergencies utilizing prioritization and escalation skills to ensure timely resolution of issues. The decisions and results of their work impact all users throughout the district. This position documents, tracks, and monitors problems and outages using database management software, contributing vital knowledge-base data for statistical study and solutions development. The Technology Support Specialist works with PC network software to configure, test, diagnose and correct network anomalies. This position trains staff on various computer platforms and software, directs and reviews the work of student workers and casual employees, and performs journey-level work with minimum supervision.

These qualifications, skills and abilities are critical for success in this position. Throughout the screening process, you will be evaluated based on the demonstration of these success criteria.

A successful candidate will display the following traits:

• Self-motivation to perform tasks with minimal supervision in a remote environment.
• A sufficient workspace that is free of distractions and conducive to efficient and productive work.
• A stable internet connection that can support frequent voice and video calls.
• The ability to empathize to offer compassionate, calm, and effective support to frustrated users.

Minimum Qualifications

• High School diploma or equivalent.
• Associate's degree or two years of college-level coursework or training in a computer-related discipline. Relevant experience may substitute for the degree requirement on a year for year basis.
• Two years of work experience with some or all of the following systems: Automated systems, personal computer and network technologies, databases, learning management systems, online learning tools, printers and peripherals, a variety of software applications (e.g., word processing, spreadsheet, email, Intranet, web browsers, HTML editors, and image manipulation software).

Knowledge, Skills, and Abilities

Knowledge of:

• A wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals;
• A variety of software applications (desktop, client-server, browser-based, etc.);
• Principles of troubleshooting and analysis.

Skills in:

• Learning new computer software;
• Effectively communicating verbally and in writing;
• Multi-tasking and effectively using time management skills.

Ability to:

• Troubleshoot, diagnose and repair computer, hardware and software problems in a complex networked environment;
• Plan, organize and document complex network activities and configure systems for consistency with institutional policies and procedures;
• Effectively prioritize work requests and work occasional long hours;
• Provide own transportation to various sites throughout the district on a regular basis.

Work Environment

This is a fully remote position that may require occasional onsite visits for team meetings and service emergencies. Service call response includes district-wide service in a dynamic, networked environment. Work pressure and interruptions occur on an ongoing basis. The position requires ongoing exposure to constantly changing physical and ergonomic environments. Must interact professionally with distraught or reactive individuals. Requires the ability to lift and work on equipment that may be located in tight and poorly lighted spaces, such as under desks, in closets, or other confined areas. Lifting and moving of computer components and peripherals weighing up to 40 pounds is sometimes required. Requires occasional periods of sustained effort and crawling under desks and confined spaces to install/uninstall and/or move equipment.

Why You'll Love Working Here

The PCC district encompasses a 1,500-square-mile area in northwest Oregon and offers two-year degrees, one-year certificate programs, short-term training, alternative education, pre-college courses and life-long learning. As part of our College community, you'll enjoy:

• A collaborative and inspiring campus community
• Opportunities for learning and professional development

Position Grade Classified 22 (A)

Employment Type Full time

Total Rewards Package / What We Offer

There is never a dull moment at PCC. We offer more than just a competitive salary. When you join our team at PCC you'll also enjoy:
* Comprehensive benefit package
* Oregon PERS contribution
* Tax deferred annuity program and a deferred compensation program
* Tuition waiver for you, your spouse/domestic partner, and dependent children under 24 years of age, as well as partial tuition reimbursement for full-time employees at other accredited institutions
* Free access to the sport centers / campus gymnasiums, performing arts, and cultural events
* Conference and Event Rental Space - Employees receive 50% off when on-campus for personal events
* Paid Leave (Pro-rated by FTE for Part-Time Employees) reference Classified Agreement

• Starts at 8 hours of vacation leave per month (additional vacation hours with years of service)
• 1 day of sick leave per month
• 12 paid holidays
• PCC Winter Break (when College is Closed)
• 24 hours of personal leave per year

More detailed information on the benefits plans, who is eligible, and how to enroll or make changes can be found at pcc.edu/hr/benefits. Please email PCCBenefits@pcc.edu if you have any questions.

How We Determine Initial Salary Placement

The first two steps of the range are: $64,734.00 to $66,678.00 annually. Placement will generally not exceed the mid-point, based on qualifications, experience, and internal equity.