End User Support Specialist II

Rogue Community College•Rogue Community College, OR

3d•Onsite

About The Position

Provides technical support for all aspects of staff and classroom hardware/software, peripherals, and smartphones and various technology used by staff and students, including planning deployments, installation, maintenance, and repair. Works with and trains staff and students in all aspects of desktop computers and classroom technology, including software applications and hardware solutions. Works as part of the Tier 2 team to respond to requests for installation, troubleshooting, and repair for all end-user technology on campus including computer labs. Works in partnership with staff and Tier 3 IT administrators to design practical solutions for the purchase and licensing of all desktop computers, software, and peripherals. Manages several campus-wide applications and database solutions including, disk imaging solutions, document imaging solutions, desktop computer monitoring, video content cloud storage, end-user support ticketing system, and security solutions. Oversees and manages Active Directory objects including, computer objects, Organizational Units, printer objects, policy objects, and user accounts for a password reset. Works with the Audio/Visual Engineers to set up and provide technical support at events on and off campus.

Requirements

An Associate’s degree in computer science or a related area is required.
A minimum of two year’s of experience in computer hardware and software support is required.
Only degrees received from an accredited institution will be accepted: accreditation must be recognized by the office of degree authorization, US Department of Education, as required by ORS 348.609.
The final candidate will be required to provide official transcripts for the required degree.
Any satisfactory equivalent combination of education and experience which ensures the ability to perform the essential functions of the position may substitute for the requirement(s).
Computer hardware setup and repair for PC and Macintosh platforms, computer peripherals, printers, scanners, software installation, and troubleshooting, basic network troubleshooting.
Understanding of Microsoft Active Directory, including computer objects, user accounts, policy settings, and organizational units.
Strong customer service skills; verbal and written communication skills; excellent computer operation, repair, diagnostic, and troubleshooting skills; use of computer applications including but not limited to Microsoft Office Suite ® products, ServiceNow, ManageEngine, Papercut, Application Extender, and Zoom.
Research new and upcoming technology in the IT field.
Basic knowledge of Active Directory and principles to manage common objects.
Effectively and quickly troubleshoot and diagnose networked computer, peripheral, and printer hardware/software problems; repair hardware/software problems; maintain the confidentiality of data and sensitive information; pass a criminal background check and fitness for duty evaluation; provide own transportation and travel between campuses on a regular basis.
For assignments requiring operation of a motor vehicle, possession of a valid Oregon Driver’s License or the ability to obtain one within 30-days of employment, and maintenance of an acceptable driving record are required.

Nice To Haves

Bachelor's degree preferred.
Network and/or help desk experience is preferred.
A+, Network+, MCP, MOUS, or Dell Certifications preferred.

Responsibilities

Troubleshoot, plan implementations, deploy, configure, replace, and repair hardware and peripherals used by the college staff, students, and faculty.
Plan, install, remove, troubleshoot, update, and configure software and the operating system on staff workstations.
Install, relocate, replace, configure, troubleshoot & testing various networking equipment.
Plan, create, and deploy system images on both staff and computer lab workstations.
Work with vendors to obtain quotes for all areas of the staff college required workstations, peripherals, software, and hardware.
Responsible for moving Computer Objects in Active Directory to the correct Organization Unit. And removing Old Computer Objects in accordance with College Policy.
Administer identity management service for multi-factor authentication.
Configuration settings on all printers on campus are managed through a Print Management Solution Servers to ensure printing is efficient and without errors.
Configuration, maintenance, administration, development of modules/interface/portals, quality assurance, training of staff, and updates on the college's trouble ticketing system.
Management, development, creation, security updates, and maintaining the college's databases of scanned documents.
Administration of all Apple devices on campus through Apple’s School management system.
Responsible for maintaining up-to-date and accurate documentation that reflects problem resolution, new procedures, inventory, workstation history, and guides for troubleshooting or installing software and hardware.
Research quotes, new software/hardware, new procedures, and best practices.
Provide staff and student training via workshops, one-on-one training, step-by-step guides, etc.
Maintain and update the college's desktop monitoring solution, including software updates and security patches, and remote desktop support.
Event setup and support.
May participate in College committees as assigned.
Engages in professional growth opportunities as assigned.
Performs other duties as assigned.