Specialist, Technology Support

Guilford Technical Community College   Jamestown, NC   Full-time     Information Services / Technology (IT)
Posted on November 22, 2021
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The technology support specialist performs installation, maintenance, and repair of the college’s computers, servers, printers, and scanners. S/he will install, maintain, support, and operate audiovisual equipment such as projectors, document cameras, speakers and other peripheral equipment. This position will support all campus locations. S/he will be installing lab replacements, imaging classroom lab computers, and performing other projects as needed. S/he installs hardware and software in academic labs and in faculty and staff offices. S/he performs routine troubleshooting and problem resolution, both on-site and over the phone. The technology support specialist works with faculty and staff to help them decide on hardware and software needs. S/he prepares reports, maintenance records, and inventory paperwork. S/he performs other duties as assigned.
Duties/Functions
  • Troubleshoots computer problems. 
  • Prepares maintenance records and inventory paperwork. 
  • Provides service desk queue management. 
  • Updates the Service Delivery Manager on hardware/software issues. 
  • Demonstrates proficiency in the operation of personal computers, printers, scanners, and digital cameras. 
  • Operates audiovisual equipment for college and community events. Receives requests and coordinates setup for events. Manages sound coordinates live streaming, and operates video during events as needed. 
  • Maintains, troubleshoots and repairs AV equipment for faculty and staff and/or oversees the repair of equipment by outside vendors. 
  • Supports Instructional requirements and provides technical support during peak registration periods. 
  • Performs routine equipment maintenance and scheduled repairs. 
  • Assists with server software installs, imaging, setup of users, and set up of printers and computers for network access. 
  • Installs software from the network or individually on computers. 
  • Answers ITS calls to the service desk and provides technical support as needed. 
  • Changes passwords and helps with login requests for employees and students. 
  • Determines first-tier and second-tier requests and when and to whom to escalate calls that cannot be handled at the first-tier level of support. 
  • Relocates computers as needed (office and labs). 
  • Works with vendors on warranty issues and problem resolution. 
  • Knowledgeable in the operation of audiovisual equipment. 
  • Assists supervisor in the room design and the writing of bids for audio-visual installations. 
  • Trains faculty and staff in the use of audiovisual equipment and solves operational problems. 
  • Configures/installs/assists in the replacement of labs and imaging of labs for classes. 
  • Demonstrates and models the College’s employability skills: adaptability, communication, information processing, problem-solving, responsibility and teamwork.
Difficult Challenges
  • Balancing daily challenges with automating/documenting procedures. 
  • Managing ongoing projects and high priority daily break/fix issues. 
  • Managing service requests with insufficient information. 
  • Unplanned interruptions of service. 
  • Providing technical support to multiple campus locations. 
  • Volume of service requests during busy periods. 
  • Conflicting priorities of departments across campus.
Contacts
  • Daily: Service Delivery Manager for assignments and priorities. 
  • Daily: End users about the status of their service requests. 
  • Weekly: Events Scheduler about upcoming events needing Audio Visual and technical support.
Education Required
  • Associates degree in information technology (computer science, computer information systems, programming or other related field) from a regionally accredited post-secondary institution or seven (7) or more years of relevant experience in lieu of the degree. 
 
Certifications: 
  • CompTIA A+ (or 6 months within hire date)
Education Preferred
  • Bachelor’s degree in information technology (computer science, computer information systems, programming or other related field) from a regionally accredited post-secondary institution is strongly preferred. 
 
Certifications: 
  • Other industry standard, related certifications.
Experience Required
  • • One year of experience in a technical support related field.
Experience Preferred
  • 3 years of experience in a technical support related field. 
  • Experience with Microsoft Intune.
  • 1 year experience supporting macOS
  • Experience imaging computers
  • Experience with Enterprise Service Desk software and Remote Support software
  • Experience with Multi-Function Network Printing solution.
KSA Required
  • Demonstrated knowledge in supporting a Windows, Mac, and Apple iOS. 
  • Demonstrated knowledge of PC configuration and repair. 
  • Demonstrated knowledge in operating audiovisual equipment. 
  • Demonstrated knowledge in current versions of Windows Operating System and Apple iOS. 
  •  Demonstrated knowledge in computer configuration and repair. 
  • Ability to install, configure, and repair printers. 
  • Ability to analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of goals. 
  • Proficient in email, MS Office, virus protection software and other common college software applications. 
  • Strong organization and problem-solving skills.
KSA Preferred Department/Job Specific Requirements
  • Position may require hours that are outside of the normal schedule which may be adjusted to meet the needs of the department. 
  • Must have a valid driver’s license. 
 
The following (compliance) training is required and must be completed within the first 30 days of hire with annual refresher training thereafter: 
 
• Ethics 
• Safety/Shooter on Campus 
• Personal Information Protection Training (PIP) 
 • Anti-Discrimination/Harassment & Title IX 
 • Other training may be required as determined applicable.
Physical Demands
Physical Activity:  Primarily sitting 
Environmental Hazard(s):  <15% 
Lifting:  20 < – > 50lbs.
Posting Type Staff