Technical Support Specialist II
About The Position
Provide technical support to computer users by analyzing and resolving computer hardware and software problems and installing computer hardware, software, and components/devices throughout the district. In-person work on campus is an essential function of this position. Utilize Microsoft System Center Configuration Manager (SCCM) and Microsoft Intune for device imaging, software deployment, policy enforcement, and configuration management. Manage and implement security patches, regular software updates, and driver deployments using Mobile Device Management (MDM) systems. Administer and support Group Policy Objects (GPO) to enforce global security, desktop, and software policies across organizational units. Provide technical support to the Service Desk and Technical Support Services with troubleshooting solutions to resolve computer hardware/software problems in person, via telephone, or through remote assistance. Provide users with comprehensive technical support and initial training. Provide ad-hoc support, diagnosis, and problem solving of hardware, software, printers, imaging equipment, and network issues across both Windows and Mac/iOS environments. Research technical manuals, confer with senior staff and users, make recommendations that embody the Information Technology department and college Vision Statement. Conduct computer diagnostics to resolve problems and provide technical assistance and support, including hardware maintenance, software/peripheral installation, and equipment registration. Maintain records of daily transactions, problems, and remedial actions taken. Develop training materials and procedures. Assist in developing, implementing, and modifying operational practices, goals, and objectives. Investigate packaged software or hardware solutions. Evaluate, test, and recommend acquisitions and alternative solutions and coordinate acquisition and installation. Perform other duties as assigned.
Requirements
- Bachelor's Degree and three (3) years of related experience or an equivalent combination of education and experience which demonstrates possession of the required knowledge, skills, and abilities.
- NOTE: A copy of the transcript reflecting this required education MUST be submitted for consideration and reflect completed coursework and degrees conferred. The candidate must be fully qualified for the position at the time of application.
- Experience in critical analysis and problem-solving of complex software/hardware systems.
- Experience troubleshooting imaging and printing systems, desktop communications software, and customer and personal computer service.
- Experience using a personal computer, multi-meters, RAM testers, printers, and network analyzer.
- Experience using a variety of spreadsheets, word-processing, databases, e-mail, presentation software, antivirus/malware software, and performance utilities.
- Strong analytical skills.
- Effective organizational and conflict resolution skills.
- Ability to conduct training.
- Strong interpersonal, written, and oral communication skills.
Responsibilities
- Analyze and resolve computer hardware and software problems.
- Install computer hardware, software, and components/devices.
- Utilize Microsoft System Center Configuration Manager (SCCM) and Microsoft Intune for device imaging, software deployment, policy enforcement, and configuration management.
- Manage and implement security patches, regular software updates, and driver deployments using Mobile Device Management (MDM) systems.
- Administer and support Group Policy Objects (GPO) to enforce global security, desktop, and software policies across organizational units.
- Provide technical support to the Service Desk and Technical Support Services with troubleshooting solutions to resolve computer hardware/software problems in person, via telephone, or through remote assistance.
- Provide users with comprehensive technical support and initial training.
- Provide ad-hoc support, diagnosis, and problem solving of hardware, software, printers, imaging equipment, and network issues across both Windows and Mac/iOS environments.
- Research technical manuals, confer with senior staff and users, make recommendations that embody the Information Technology department and college Vision Statement.
- Conduct computer diagnostics to resolve problems and provide technical assistance and support, including hardware maintenance, software/peripheral installation, and equipment registration.
- Maintain records of daily transactions, problems, and remedial actions taken.
- Develop training materials and procedures.
- Assist in developing, implementing, and modifying operational practices, goals, and objectives.
- Investigate packaged software or hardware solutions.
- Evaluate, test, and recommend acquisitions and alternative solutions and coordinate acquisition and installation.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Educational Services
Number of Employees
1,001-5,000 employees
