IT Support Technician

About the role

The IT Support Specialist plays a crucial role in supporting all computer hardware, peripherals, audio-visual systems, software applications, and other equipment necessary for classroom and instructional needs, as well as the business office spaces. This position ensures the highest levels of client systems availability and manages relationships with all users of technology related to the college processes.

Responsibilities

• Coordinate inventory of hardware and software used.
• Understand business processes and how users will access and use software applications.
• Manage and resolve service requests and tickets.
• Regularly discuss issues and needs with stakeholders.
• Prepare technology environments for upcoming teaching requirements, administrative events/activities, as well as office moves.
• Train users in the basic use of standard software, such as Mac OS, Windows, and Microsoft Office, as well as the use of multimedia systems.
• Collaborate with the entire IT team to improve service delivery to the campus by identifying technical requirements, schedules, and priorities.
• Install, configure, and maintain technologies to meet the college's needs, including computers, printers, sound systems, video systems, and other related equipment.
• Audit the effectiveness of technologies as they are introduced and implemented, and work with end-users to revise or reconfigure systems as necessary to meet their needs.
• Ensure equipment is installed and fully functional for use in administrative, faculty, and staff offices as well as in classrooms and other common areas.
• Communicate known issues, planned maintenance, and service outages to affected users promptly; escalate unresolved or critical requests in accordance with established procedures.
• Coordinate and prioritize support tasks in collaboration with team members to ensure effective use of limited IT resources.
• Coordinate with HR and department heads to ensure timely provisioning and deprovisioning of accounts, devices, and access for new hires, terminations, and role changes.
• Participate in change management discussions to help ensure the smooth implementation of new systems and minimize disruption to users.
• Provide support for the installation, configuration, and maintenance of audio/video equipment and software used for distance learning and teleconferencing.
• Communicate with vendors, other IT personnel, and end-users to resolve issues.
• Set up and maintain permissions for users to access technology resources.
• Aid in the deployment and monitoring of antivirus, endpoint protection, and software updates to maintain system security and compliance.
• Support user account creation, password resets, and identity verification processes across college systems.
• Document issues resolved, knowledge base articles, and configurations.
• Track recurring issues and recommend improvements to reduce support requests and enhance user satisfaction.
• Be available for evening and weekend support as needed.
• Perform other duties as assigned.

Requirements

• Two years of IT experience in a higher education environment.
• Average of 2 years of technology support experience.
• Associate degree in information systems, computer science, or related field with a technical emphasis, or equivalent work experience.
• Strong interpersonal communication skills.
• Experience with installation, maintenance, support, and troubleshooting of personal computers, printers, software, and other computer systems.
• Strong use and the ability to support: Microsoft Windows and Office, Apple products, and a wide range of application software.

Qualifications

• Preferred qualifications include a two-year associate degree in information systems, computer science, or related field with a technical emphasis, or equivalent work experience.
• Minimum qualifications include one year of technology support experience.
• An associate degree or two additional years of technology support experience, or equivalent work experience.
• Strong interpersonal communication skills.
• Experience with installation, maintenance, support, and troubleshooting of personal computers, printers, software, and other computer systems.
• Strong use and the ability to support: Microsoft Windows and Office, Apple products, and a wide range of application software.

Relationships

This position requires ongoing interaction with the campus and online communities to deliver technical support. An individual in this position will be expected to maintain constant contact with their supervisor, IT Team members, and all users of technology associated with the college.

Knowledge, Skills & Abilities

• Knowledge of computer hardware configuration and customization.
• Knowledge of information security practices and technology.
• Excellent written and verbal customer service and communication skills.
• Ability to explain and train in non-technical terms.
• Proven success working in a collaborative setting.
• Must be able to work in a fast-paced environment.
• Continually multitask.
• Well organized.
• Detail oriented.

Work Conditions

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Work is performed both outdoors and indoors under various conditions, with exposure to heat, humidity, cold, odors, machinery, and dust.
• Ability to lift/carry and push/pull a minimum of 50 lbs.
• Keying on a computer repeatedly during an 8-hour shift.
• Reaching/handling, stooping/kneeling, crouching/crawling, pushing/pulling.
• Ability to handle mental and physical stress to meet demands and deadlines.

Benefits

• Health insurance.
• Employee Assistance Program.
• Supplemental Retirement Annuity.
• Faculty/Staff Grants.
• Tuition waivers and tuition paid undergraduate classes for dependents.