IT Support Specialist - Internal Posting

About the role

The IT Support Specialist provides technical assistance and support to faculty, staff, administrators, students, and others in the resolution of reported computer or related technical problems or issues; troubleshoots user accounts, validates assigned software licenses, and responds to issues via the work order tracking system; receives, diagnoses, and provides immediate solutions for hardware, software and user, network, and security access issues; ensures quality customer service to users and follow-up on reported problems; maintains awareness of the full range of information technology (IT) services and products and escalates issues that cannot be resolved at the help desk level; and performs related duties as assigned.

Responsibilities

• Serves as the initial point of contact for customers seeking technical assistance over the phone, email, or work order system; uses diagnostic techniques, asking pertinent questions and offering remote desktop assistance; determines severity of the issue and the best solution based on the situation; resolves or refers to appropriate technical staff; explains the problem-solving process to the customer, and as appropriate, guides users in resolving problems.
• Troubleshoots a variety of user issues relating to various software applications, email, network and printer operations, internet functions and desktop security issues; responds to a variety of questions and inquiries.
• Provides technical resolutions for hardware, software systems, and network related problems in a timely manner; enters detailed description of user problems in an assigned database; prioritizes requests and labels according to established procedures.
• Creates and monitors IT system work orders; routes any unresolved issues to the next level of support work queues; escalates urgent or emergency situations to supervisor.
• Creates documentation of established resolutions, procedures, workflows, diagnostics that may be customer facing or for internal staff.
• Affords assistance with updating login credentials and security groups; validates user or device-based software licensing.
• Affords assistance with instructional technology and A/V set-up and resolving technical issues.
• Maintains accuracy of IT asset management/inventory as part of the overall asset management process.
• Maintains awareness of IT automated systems via prescribed operational procedures.
• Performs other duties as assigned.

Requirements

• To Perform Work: Associates preferred.
• Two years of general technical experience with Windows and Mac OS and hardware.
• Technical knowledge of computers, mobile devices, printers and networking hardware.

Skills and Abilities

• Principles, practices, methods, techniques, materials, tools, and equipment required for installation, maintenance, and troubleshooting of hardware, software, computer and peripheral equipment, network, security, and server infrastructure issues.
• Principles of user account security authentication and multi-factor authentication (MFA).
• Operational concepts and characteristics of computer, network, server, and security systems, hardware, software, and peripheral equipment.
• Methods and techniques of eliciting information and performing diagnostic procedures on information technology systems.
• Techniques for providing a high level of customer service.
• Record keeping and filing system methods, principles, and practices.
• Modern equipment and communication tools used for business functions and program, project, and task coordination, including computers and software programs relevant to work performed.
• Work with multiple console or web-based based administrative applications.
• Quickly respond to multiple and frequent requests and inquiries from users.
• Communicate technical information to non-technical users.
• Maintain a variety of filing, record keeping, and tracking systems.
• Organize work, set priorities, meet critical deadlines and follow-up on assignments.
• Meet deadlines in a fast paced and changing environment; handle multiple assignments simultaneously.
• Effectively use computer systems, software applications relevant to work performed and modern business equipment to perform a variety of work tasks.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.
• Learn and adapt to changing technology and equipment used in the performance of assigned duties.

Scheduling Requirements

• Ability to work a varied schedule during critical periods including evenings Saturdays, and Sundays.
• Due to the need of interaction with students, employees and the college community this position requires in-person presence.
• This position is eligible for telework of one day per week.

Physical Demands

• Ability to lift and move up to a maximum of 50 lbs.
• The physical activity of this position includes, but is not limited to: climbing, walking, stooping, kneeling, crouching, reaching, standing, pulling, lifting, grasping, twisting and sitting.

General Benefits

• Cecil College offers full-time employees a comprehensive benefit package offering medical, dental and vision coverage for employee and eligible dependents; generous annual, sick and personal leave; 19 paid holidays; tuition assistance and tuition waiver based on eligibility guidelines; opportunity to enroll in retirement accounts (403B or Maryland State Retirement System based on eligibility guidelines); voluntary retirement account with TIAA or Fidelity, employee paid short term disability, employer provided basic life insurance and accidental death insurance, and employee paid voluntary life insurance, access to Fitness Center, and library.