Technical Support Specialist I

About the Role

Under supervision of the appropriate administrator in Information Technology Services (ITS), this position performs skilled work in the installation, maintenance, and repair of computer systems, audiovisual (AV) equipment, data communications equipment, and telephones. The incumbent assists staff in equipment use, provides AV support for district events, and promotes the mission and vision of the college.

Responsibilities

• Install, configure, update, and maintain a variety of computer and AV equipment.
• Enter and update computers and other equipment in the Helpdesk Asset Tracking System.
• Connect computers, AV equipment, and peripherals to the District network (when necessary).
• Provide technical support and training on the use of computers, printers, peripheral equipment, mobile devices, AV equipment, and telephones for staff, faculty, and students.
• Manage Microsoft Windows, Apple, and Chrome operating systems.
• Perform first-level troubleshooting such as identifying source of failure, operator error, or hardware/software malfunction.
• Repair equipment.
• Use the ITS Help Desk system to log requests, communicate with requestors, and track the resolution of problems.
• Provide backup help desk service for the district.
• Deliver, set up, and operate sound systems and other AV equipment to support instructional and institutional activities, including events scheduled on and off campus.
• Assist with the evaluation of new software and software updates.
• Evaluate computers, AV equipment, and peripherals against published standards and make recommendations for replacement.
• Utilize appropriate safety precautions, perform routine safety inspections of equipment, and report safety issues.
• Provide preventative maintenance of AV equipment.
• Perform other related duties as assigned.

Requirements

Knowledge of:

• Telecommunications and computer networking technologies, including LANs, WANs, and VLANs.
• Common office and communication software.
• Operation and maintenance of AV equipment.
• Use of Customer Support Management software.
• Installation and management of operating systems, such as Microsoft Windows and Apple OS.
• Web browsers.
• Chromebooks.
• Computer imaging and MDM (Mobile Device Management) software.
• Microsoft 365.
• Appropriate safety precautions and procedures.

Demonstrated Ability To:

• Install the components of computer systems into an integrated unit and provide users with an operational unit.
• Install, replace, and repair AV equipment.
• Provide users with operating instructions in the use and care of computers.
• Perform first-level troubleshooting for operational failures.
• Learn new and complex AV and computer equipment.
• Use test equipment, hand tools, and other materials of the trade.
• Use independent judgment.
• Address priority tasks and complete work on schedule.
• Follow oral and written directions.
• Develop and maintain cooperative-working relationships with those contacted during the course of work.

Licenses and Certificates:

• Must possess a valid California driver’s license and the ability to qualify for district vehicle insurance coverage.

Qualifications

Possession of, or the equivalent to, an associate degree in a computer-related field with one or more years of professional experience in personal computer hardware/software support, including installation, maintenance, and repair.

Working Conditions

• Duties are primarily performed in an office environment at a desk with a computer workstation.
• Interruptions may occur while performing normal duties during the regular workday.
• Contact with employees, students, and PCPA staff via in-person, email, telephone, and web conferencing.
• Support all district locations that use computer and AV resources; may require driving to perform job functions.

Physical Demands

• May sit for extended periods of time.
• Operates a computer and communicates over the telephone, by email, and in person.
• Regularly lifts, carries, and/or moves objects weighing up to 20-50 pounds.
• Must be able to lift and stack objects up to 75 pounds occasionally.
• Use of ladders.

Special Qualifications

Evidence of a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, and ethnic backgrounds of staff and students, and to staff and students with disabilities.

Schedule

This is a full-time, 37-hour, 12-month position. Work schedule: Monday - Thursday, 8:00 a.m. - 4:30 p.m., and Friday, 8:00 a.m. - 4:00 p.m.