Technical Support Specialist

Alkar Human Resources • Vallejo, CA

3d • Onsite

About The Position

Provides user training and frontline support for desktop and laptop users, printer usage, wireless access, eFax, and VOIP services, projection, audio and other multi-media resources available on campus, as needed. Responds to user requests for service, technical troubleshooting and helps develop solutions. Interacts with vendors arranging third-party service, actively participates in the upgrade of existing equipment, and the installation/rollout of new campus technologies. Performs minor repairs to equipment and arranges for other servicing needs. Records activities, solutions, and responses to requests for service in the department service request system. Maintains inventory records and documentation for audio-visual, computing devices, and software. Follows and adheres to TUC Information Technology policy, procedure, and standards. Provides on-site support and monitoring of events, including events scheduled outside of business hours. Consults with vendors and performs research regarding the selection and purchase of equipment and installation. Assists in determining appropriate software solutions to meet needs adhering to standards. Provides training and support to part-time work-study AV/Computer technicians. Reports system issues to vendors through appropriate vendor channels. Monitors and tests resolution of those issues sent to vendors. Provides one-on-one end-user training for campus community. Assists co-workers in functional areas of expertise. Performs other duties/projects as assigned.

Requirements

• Bachelor’s Degree or a minimum of two (2) years plus hands-on experience installing, maintaining, and supporting a wide spectrum of workstation configurations and peripheral devices.
• Experience working within academic or related service environments.
• Hands-on experience with audio-visual equipment and application services in a networked environment.
• Hands-on experience with Windows and Mac operating systems, XP, 7, 10, iOS.
• Hands-on experience with Microsoft Office, e.g. Word, Excel, Outlook, Power Point.
• Working knowledge of MS Exchange, Active Directory (AD) services and Group Policies.
• Working knowledge of internet technology (LAN, WAN, VPN, VoIP, WiFi).
• Technical proficiency in the areas of Hardware/Software, Network/Remote Access technology.
• Must be able to prioritize all tasks and work in a quick paced work environment.
• Ability to read and interpret a variety of instructions.
• Proven experience in eliciting requirements and testing.
• Demonstrated ability in diagnosing and remedying problems and failures promptly and effectively.
• Must demonstrate computer connectivity troubleshooting abilities.
• Must demonstrate computer hardware and software troubleshooting abilities.
• Must have multiple Browser knowledge, Internet Explorer, Chrome, iOS, and Fire Fox.
• Must demonstrate knowledge of best practices regarding data security and compliance.
• Must have the ability to solve problems in which there may be limited information.
• Must have the ability to interpret instructions from different form sources.
• Must demonstrate flexibility, adaptability and creativity.
• Must have vision and superior organizational skills.
• Must be able to interface with and effectively present information to managers, faculty, and students.
• Ability to read/understand technical periodicals, professional journals, technical procedures, and governmental regulations (FERPA and HIPPA).
• Must have the ability to write procedures, manuals, and business correspondence.

Nice To Haves

• Industry certifications a plus, MCSE, MCITP, CompTIA etc.

Responsibilities

• Provides user training and frontline support for desktop and laptop users, printer usage, wireless access, eFax, and VOIP services, projection, audio and other multi-media resources available on campus, as needed.
• Respond to user request for service, technical troubleshooting and helps develop solutions.
• Interacts with vendors arranging third-party service, actively participates in the upgrade of existing equipment, and the installation/rollout of new campus technologies.
• Perform minor repairs to equipment and arrange for other servicing needs.
• Records activities, solutions, and responses to request for service in the department service request system.
• Maintain inventory records and documentation for audio-visual, computing devices, and software.
• Follows and adheres to TUC Information Technology policy, procedure, and standards.
• Provide on-site support and monitoring of events, including events scheduled outside of business hours.
• Consult with vendors and perform research regarding the selection and purchase of equipment and installation.
• Assist in determining appropriate software solutions to meet needs adhering to standards.
• Provide training and support to part-time work-study AV/Computer technicians.
• Report system issues to vendors through appropriate vendor channels.
• Monitor and test resolution of those issues sent to vendors.
• Provides one-on-one end-user training for campus community.
• Assist co-workers in functional areas of expertise.
• Perform other duties/projects as assigned.

What This Job Offers

• Career Level: Entry Level