Technology Support Specialist I - FT

Community College System of New Hampshire•Berlin, NH

7d•Onsite

About The Position

The Technology Support Specialist I provides Tier 1 support to faculty, staff, and students, including ticket management, software installation, hardware setup, and troubleshooting. The position is primarily assigned to one college and also provides remote support to other colleges in the CCSNH system. It is located at White Mountains Community College (WMCC) and reports directly to the CCSNH Regional IT Director- LRCC & WMCC. The role responds to requests through phone, email, chat, in person, or the ticketing system. It helps resolve common login, password, printer, Wi-Fi, software, hardware, and peripheral issues; documents and manages support tickets; installs and updates software; sets up computers and related equipment; and follows organizational security processes. The specialist also creates self-help documentation, assists with IT inventory, participates in project rollouts, and collaborates with CCSNH IT staff. Other duties may be assigned. This class specification describes general duties and does not list every specific function.

Requirements

Associate’s degree from a recognized college or technical school; each additional year of approved work experience may substitute for one year of required formal education.
No experience is required.
Knowledge of the principles of systematic problem solving and the fundamentals of information processing.
Knowledge of current computer hardware and software.
Ability to make oral and written reports.
Ability to establish and maintain effective working relationships with associates and personnel of user agencies.
Willingness to maintain an appearance appropriate to assigned duties and responsibilities, as determined by the college’s appointing authority.

Responsibilities

Provide first-level user support to faculty, staff, and students.
Respond to support requests received by phone, email, chat, in person, or through the ticketing system.
Assist users with login problems, password resets, printer issues, Wi-Fi connections, and basic software or hardware troubleshooting.
Create, update, and close tickets in the IT service management system, ensuring proper documentation and categorization.
Install, configure, and update software according to organizational policies.
Troubleshoot common software, hardware, and peripheral issues on-site and remotely; research documentation and resolve issues when possible.
Follow scripts or predefined troubleshooting steps to identify and resolve common technical problems.
Report suspicious activity or potential threats to higher-level IT staff.
Participate in IT project rollouts.
Set up desktops, laptops, monitors, peripherals, and occasionally mobile devices using standard images and defined processes.
Follow security protocols when handling user data and accounts.
Create “How To” documentation for user self-help.
Assist with maintaining IT inventory records.
Adhere to CCSNH IT policies and procedures to ensure compliance and security.
Collaborate with all CCSNH IT staff.
Comply with system, college, state, and federal rules and regulations.
Perform other duties as assigned.