Sr. Information Technology Support Technician

San Joaquin Delta College•Stockton, CA

2d•Onsite

About The Position

Under the direction of the assigned manager, this role provides technical direction, support, and assistance to campus users of computers, audio-visual/multi-media, and related technology. The position coordinates and oversees the operations of the academic computing lab and provides basic training, setup, and repair of computers, audio-visual/multi-media equipment, and associated software applications. This is the advanced journey level class in the Computer Support Technician/Network Administrator series, performing lead responsibilities and coordinating the operations of academic computing labs and multimedia-enabled classrooms. Employees at this level are required to be fully trained in all procedures related to assigned areas of responsibility. This classification is distinguished from the Computer Support Technician and Network Administrator classifications by the responsibility and complexity of duties and scope and impact.

Requirements

Knowledge of methods and techniques of providing user support for computer operating systems.
Knowledge of operations, services and activities of a computer laboratory.
Knowledge of appropriate data processing techniques, networking, operating systems, peripheral equipment, multi-media equipment and software as used in the campus network.
Knowledge of operational characteristics of various computer systems, operating environments and streaming technologies over the campus IP network.
Knowledge of operational characteristics of a variety of audio-visual/multimedia systems and equipment.
Knowledge of computer programming, operations and principal languages as necessary for specific job assignments.
Knowledge of desktop computer software applications used on campus in curriculum or business operations.
Ability to provide technical support services across the campus.
Ability to coordinate the operations of the Academic Computing Lab.
Ability to operate and maintain any computer, audio-visual/multi-media equipment or peripheral equipment as assigned.
Ability to install, troubleshoot, repair and/or support personal computers, audio-visual/multimedia equipment and associated peripheral equipment.
Ability to provide instruction and assistance to network users in hardware and software applications.
Ability to provide technical support to faculty, staff, and students in the use and operation of technical equipment.
Ability to maintain accurate inventory of computer hardware and software components.
Ability to analyze user needs and make appropriate recommendations.
Ability to operate and troubleshoot campus IP based audio/video streaming and teleconferencing systems.
Ability to operate, maintain, troubleshoot, and repair audio-visual/multimedia systems and equipment.
Ability to understand and follow oral and written instructions.
Ability to communicate clearly and concisely, both orally and in writing.
Ability to establish and maintain cooperative and effective working relationships with all employees and others encountered in the course of work.
Demonstrate sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, linguistic, and ethnic backgrounds and disabilities of community college students and staff as demonstrated by skills and abilities in cultural responses and cultural humility.

Nice To Haves

Associate’s degree from an accredited college or university with major course work in computer science, business administration or a related field.
Three years’ experience in the operation, maintenance and repair of audio-visual/multi-media and computer equipment, systems, software and hardware with one year in a lead or supervisory capacity.
A valid Class "C" California Driver's License is required by the time of appointment.

Responsibilities

Provide technical assistance to network and system users in the use of all equipment, hardware and software applications as it relates to District curriculum and business operations; troubleshoot, repair and upgrade hardware and software.
Coordinate the use of computer labs, classrooms and associated equipment for various presentations and meetings; assist in the set up and break down of equipment.
Coordinate and oversee the operations of academic computing labs; implement policies and procedures and ensure adequate staffing.
Receive and respond to requests regarding the use of audio-visual/ multimedia equipment and the DeltaNet/Loan-a-Mac program; determine what type of computers are needed; set up and install computers with appropriate software; provide needed instruction in the use of appropriate applications.
Screen, schedule, and train student employees; process short term and federal work study referral forms.
Install, troubleshoot, repair and/or support the operation of personal computers, peripheral equipment, audio-visual/multi-media equipment and networks as necessary for all assigned areas.
Provide technical analysis and feasibility regarding the use of all computer hardware, audio-visual/multi-media equipment and software in the College network; assist in the acquisition, distribution, installation and maintenance of hardware and software and other related network resources.
Maintain hardware inventory including database updates, change of location and surplus; maintain software disk and CDs in a secure area; monitor reference materials check out.
Coordinate new projects with computer support staff including evaluating new equipment for purchase; consult with vendors and manufacturers regarding equipment specifications, installation requirements and/or technical problems, installation of equipment, scheduling of work and maintaining inventory.
Troubleshoot, repair or replace audio-visual/multimedia equipment; assess equipment problems and determine appropriate repairs; coordinate excessive repairs with vendors.
Serve as liaison with Division Deans regarding laboratory use and software and hardware needs in classroom and laboratories.
Provide user training; design handouts and conduct training sessions on commonly used software, and the operation of audio-visual equipment and multimedia systems; train information technology staff including troubleshooting and repair methods, procedures and techniques.
Review and observe the work of IT staff to ensure adherence to safe work practices and procedures.
Perform related duties and responsibilities as assigned.