Technology Support Specialist I or II

About the Role

Under the supervision of the Director of Technical Support Services, the Technology Support Specialist II provides technical expertise in supporting personal computers, Apple devices, classroom technology, and other technology including networking, telecommunications, and video streaming equipment. This position delivers front-line service and support, represents the entire IT department, and trains, supports, and advises students, faculty, and staff on instructional technology, software, and other academic learning environment tools.

Responsibilities

• Return employees and students to productivity as quickly and efficiently as possible following a technology incident.
• Maintain a high degree of knowledge, skill, and experience with the technology supported by the IT department.
• Follow an incident management process to restore normal service operation quickly and minimize impact on service availability and quality.
• Actively promote the image and services of the IT department while supporting the technology needs of employees and students.
• Advocate for the campus, demonstrating genuine interest in and concern for employees and students.
• Maintain integrity in the workplace by taking ownership of incidents, service requests, and adherence to policies and procedures.
• Deliver consistent, high-quality customer service and assign priority levels fairly.
• Document support history, troubleshooting efforts, status updates, and resolutions in the college’s ticket management system.
• Perform with professionalism in every interaction with employees, students, vendors, and CMC affiliates.
• Install, train, and provide technical support for PCs, Apple devices, instructional hardware/software, peripherals, servers, networking, telecommunications, and video streaming equipment.
• Troubleshoot, identify, and resolve technology problems with PCs, Apple devices, operating systems, software applications, and instructional hardware/software.
• Ensure operational integrity and performance of equipment and software used in instruction and special events/programs.
• Provide instructional support for educational technologies, including instructional computer labs, faculty computers, video streaming, Smart classrooms, educational software, and sound systems.
• Maintain software application knowledge to assist with presentations, graphical needs, data access, email, internet functions, and other commonly used applications.
• Respond to user needs and questions regarding network resource access.
• Coordinate technology support for campus events, functions, meetings, live-streamed events, and graduation ceremonies.
• Support the online learning environment, including streaming platforms and audio/video equipment.
• Support academic services by maintaining Smart Classrooms and Instructional Computer Labs, coordinating maintenance, repairs, and upgrades.
• Perform standard equipment set-ups for instruction, including computers, data projectors, document cameras, printers, and multimedia carts.
• Troubleshoot multimedia delivery systems and provide basic support in academic settings.
• Review and maintain software license agreements and perform internal audits to ensure compliance.
• Act as a liaison between users and vendors for support of widely used PC and Mac hardware/software, including instructional hardware/software.
• Assist with operations of desktop and Mac devices and maintain hardware/software standards.
• Provide technical expertise for information systems projects involving integration of desktop and Mac resources with servers and networking systems.
• Assist with basic operational aspects of site-based Windows and Mac servers.
• Communicate unresolved problems to the IT Technical Support Services Team and Network Services Team for escalation.
• Recommend, schedule, and apply software fixes, security patches, and other measures to prevent or respond to security breaches.
• Maintain site-based computer inventory and track annual computer replacements.
• Assist with data recovery to ensure business continuance in the event of hardware failure and data loss.
• Develop and maintain documentation and provide training to site-based personnel on personal computers, Apple devices, and instructional technology.
• Support digital signage technology and content management.
• Assist with management of loaner devices, including student loaner technology equipment.
• Manage the PC/Mac Lab, assisting faculty, staff, and students with digital media.
• Provide lead worker direction to hourly employees, part-time employees, and work-study students.
• Provide IT systems operation training to other technicians and IT personnel.
• Perform administrative tasks for device and application management systems.
• May be assigned Smart classroom or video streaming technology support duties.
• May serve as a lead technician to ensure IT systems are maintained, operational, and performing efficiently.
• Perform other duties as assigned by the supervisor.

Requirements

• Education and experience sufficient to meet the rigors of the position. Examples include:
  • High School Diploma/GED and three years of PC/Mac and/or network support or related work experience (Technology Support Specialist I).
  • Associate’s Degree from an accredited institution and one year of PC/Mac and/or network support or related work experience (Technology Support Specialist I).
  • Bachelor’s Degree from an accredited institution in computer science or related IT field with one year of PC/Mac and/or network support or related work experience (Technology Support Specialist I or II).
  • High School Diploma/GED and five years of PC/Mac and/or network support or related work experience (Technology Support Specialist II).
  • Associate’s Degree from an accredited institution and three years of PC/Mac and/or network support or related work experience (Technology Support Specialist II).
  • Equivalent education and experience that provides the necessary knowledge, skills, and abilities to perform the position’s functions.
• Advanced knowledge of PC, macOS, and mobile device environments.
• Advanced knowledge of instructional hardware and software.
• Knowledge of computer networking and server management.
• Ability to work effectively as a team member.
• Strong written and oral communication skills in English.
• Strong customer service and interpersonal skills.
• Ability to meet deadlines and goals.
• Ability to supervise part-time employees and work-study students.
• Commitment to working effectively with students, employees, and community members of all backgrounds.

Skills

Desirable certifications and experience include:

• CompTIA A+
• HDI Desktop Advanced Support Technician
• MD-100 Windows 10
• Apple Certified Support Professional
• Jamf 100
• Experience managing Windows 10 OS
• Experience managing Windows server file and printer server roles
• Experience managing devices in Microsoft AD DS and Azure AD
• Experience managing devices and applications with SCCM, Intune, and Jamf Pro

Bilingual (English/Spanish) or conversational language abilities are preferred.

Benefits

• Medical, Dental, and Vision Insurance
• Life Insurance and Pet Insurance
• Retirement contribution
• Tuition reimbursement
• Annual and sick leave
• Mental health resources
• Healthy lifestyle benefits
• Affordable transitional housing (based on eligibility and availability)
• Relocation assistance (if applicable)

Pay

Hiring range for Technology Support Specialist I: $72,633.60 - $80,724.80 annually ($34.92 - $38.81 per hour), depending on education and experience.

Hiring range for Technology Support Specialist II: $79,892.80 - $88,795.20 annually ($38.41 - $42.69 per hour), depending on education and experience.

Employees must perform assigned duties within the State of Colorado and accurately report work location at all times.