Technology Support Specialist

About the role

The Information Technology Services (ITS) at the Maricopa County Community College District (MCCCD) is seeking a dedicated Technology Support Specialist to join our Customer Care team at the District Office. This position delivers critical, on-site customer and computer endpoint support, ensuring exceptional service delivery in a dynamic help desk environment.

Responsibilities

• 30% - Endpoint Management and Escalation Resolution: Provides specialized support for desktop (Windows and MacOS) and audiovisual systems; responds to requests or helpdesk tickets. Receives escalated issues or challenges not resolved at the Technology Support Technician level. Identifies technical challenges and optional or alternative troubleshooting techniques, relying on prior experience and technical knowledge. Confirms the validity of elevated problems and known solutions.
• 20% - Advanced Systems Troubleshooting and Deployment: Performs advanced troubleshooting and repair of systems and devices. Assists users with hardware and specialized software applications. Prioritizes the troubleshooting process and manages time; elevates more complex issues. Assists with basic user access and troubleshoots internet issues.
• 20% - Asset Tracking, Media Projects, and Records Management: Maintains system inventory, documentation, storage, and equipment security; orders parts as required. Tracks requests, maintains logs, and ensures closure. Develops and maintains databases, creates user documentation, and updates procedures. Participates in audiovisual and graphics projects and provides sound and video for events.
• 10% - District Office Refresh Lifecycle Operations: Participates in the regulatory refresh of District Office Desktop and AV systems to ensure compliance, proper decommissioning, and successful deployment of modern hardware standards across the environment.
• 10% - Operational Compliance and Team Oversight: Adheres to applicable policies and procedures. Trains, schedules, and oversees the work of student assistants.
• 10% - Performs related duties as assigned.

Requirements

• A High School Diploma or GED and three (3) years of experience with desktop user support or technical support for equipment, networks, systems, telecommunications, or technology security, appropriate to the assignment.
• No substitution or equivalency allowable for the High School Diploma or GED.
• An equivalent combination of the conferred degree, education, certification and directly related full-time work experience as described above sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation, may be considered.

Preferred Qualifications

• Experience with endpoint management systems (preferably MECM/Intune and/or JAMF)
• Experience working in IT, preferably in a higher education environment
• IT Related Certifications
• Average Associate’s Degree (or above) from an accredited institution

Qualifications

• High School Diploma or GED
• Three (3) years of experience with desktop user support or technical support for equipment, networks, systems, telecommunications, or technology security, appropriate to the assignment.

Benefits

Maricopa County Community College District (MCCCD) is committed to providing a competitive and comprehensive benefits program that supports our employees' and their families' health and well-being. Therefore, the MCCCD benefits support every stage of life and are designed to meet the diverse needs of our community.

• Affordable and Comprehensive Benefits Package:
• Nationwide Medical, Dental, and Vision Coverage
• Paid Time Off: Vacation, Sick Leave, and Personal Time
• 20 Paid Observed Holidays
• Company-paid Life Insurance, AD&D, and Short-Term Disability plans, with the option to purchase supplemental coverage
• AZ State Retirement System (ASRS) Pension, including Long Term Disability and Retiree Health Insurance with 100% employer-matching contributions
• Optional Retirement Plans: 403(b), 457(b), Roth 403(b), Roth 457(b)
• Tuition Reimbursement for employees and dependents
• Annual Professional Development Funding
• Flexible Work Schedules
• Employee Health & Wellness Programs:
• District-Wide Wellness Program with Workshops and Webinars
• Monthly Health & Wellness Calendar and Newsletter
• Virta Diabetes Reversal Program, Support Groups
• Employee Assistance Program (EAP)
• Sight-On-Site Eye Care Services
• Pre-Retirement Planning Events
• Qualifying Employer for Public Service Loan Forgiveness (potential loan forgiveness for federal Direct Loans after meeting repayment requirements and working full-time for an eligible employer)