FT - Specialist, Computer Support

Stanly Community College•Albemarle Campus, NC

7d•Onsite

About The Position

Provides frontline technical support to employees, students, and visitors through in-person, phone, chat, email, and help desk ticketing services. The position installs, deploys, maintains, and troubleshoots desktop computers, laptops, peripherals, software, printers, and other end-user technology and assists with maintaining the College's technology inventory. In addition to primary end-user support responsibilities, this position is cross-trained to assist with a variety of Information Technology functions and may perform delegated technical, operational, or project responsibilities based on departmental needs.

Requirements

Associate degree in an Information Technology-related field.
Experience providing end-user technical support in a help desk, service desk, or other customer-facing technical support environment.
Strong written and verbal communication skills and demonstrated customer-service experience.
Experience supporting Windows 11, Microsoft 365 applications, computer hardware, printers, peripherals, and mobile devices.
Experience using help desk ticketing or service-management systems and documenting troubleshooting steps and resolutions.
Experience with endpoint imaging, provisioning, configuration, or deployment technologies such as Microsoft Deployment Toolkit, Windows Deployment Services, SCCM, Intune, Autopilot, or comparable products.
Familiarity with routine Active Directory and/or Microsoft Entra ID user, account, and device administration.
Must be able to lift 50 pounds and push or pull up to 200 pounds on carts or other assistive devices.
Must be able to climb ladders and work at heights up to 12 feet.
Perform basic network cabling installation and testing as assigned.
Must have a valid driver’s license and reliable transportation and be able to drive college vehicles.
Must be able to work nights and weekends as needed.

Nice To Haves

In-house training on IT ticketing system
In-house training on college endpoint imaging and deployment systems
In-house E-Procurement training
In-house training on basic network cabling, testing, and endpoint port support
In-house training on other enterprise IT management systems as assigned
Endpoint management and deployment training
Microsoft 365 and Microsoft Entra ID training
Basic Active Directory administration training
Inventory and asset management training

Responsibilities

Provide frontline technical support to students, employees, and visitors through walk-in, phone, chat, email, and help desk ticketing channels.
Receive, document, prioritize, troubleshoot, resolve, escalate, and follow up on service requests and incidents in the help desk ticketing system.
Install, configure, deploy, maintain, repair, and troubleshoot desktop computers, laptops, monitors, docks, peripherals, printers, operating systems, and College-supported applications.
Create, maintain, test, and deploy standardized endpoint configurations and operating-system images using College-supported deployment technologies.
Maintain accurate technology inventory, assignment, location, and lifecycle records and assist with equipment deployment, relocation, replacement, and surplus activities.
Provide patient, respectful, and professional IT customer service through all SCC communication channels.
Demonstrate ownership, urgency, responsiveness, and appropriate follow-through on assigned service requests and technical issues; communicate status updates through resolution or escalation.
Document help desk procedures, common troubleshooting tasks, and technical resolutions.
Assist with the Help Desk workflow, workload coordination, ticket assignment, and other delegated operational responsibilities.
Provide day-to-day work direction, task assignments, technical guidance, and mentorship to student interns, work-study employees, and other temporary support personnel as assigned.
Research, recommend, implement, and support end-user systems and services under the direction of the supervisor.
Assist with technology purchasing by researching products, obtaining vendor quotes, preparing requisitions or purchase requests, and submitting purchases for appropriate approval.
Perform routine user and computer account administration, including password resets, account enable/disable actions, computer account creation, and organizational unit placement, as authorized.
Perform basic endpoint network troubleshooting, network cabling and testing, and limited endpoint switch-port configuration as assigned.
Administer and maintain limited end-user support servers or applications assigned to Desktop Services.
Assist with the configuration, support, inventory, and management of College-owned mobile devices and associated device-management systems.
Provide technical support for audiovisual, instructional, testing-center, and other specialized technology systems as assigned.
Engage with vendors on assigned projects to research products, services, and technical solutions.
Effectively complete assigned project tasks and milestones and communicate progress to the supervisor.
Drive College and/or personal vehicles to various campus work sites as required.
Assist the Information Technology department with other technical and operational tasks as needed based on departmental priorities.
Research and recommend products, services, and solutions to improve the efficiency and effectiveness of SCC Information Technology.
Work effectively both independently and as part of a team.
Self-motivate, take personal initiative, and act proactively in completing assigned responsibilities.
Other duties as assigned.