Technology Support Specialist

Portland Community College•Portland, OR

1d•Remote

About The Position

The Technology Support Specialist provides computer support to end users across the College district for computer hardware, software, other technology equipment, and business-related applications. The Specialist serves as the primary contact for all incoming calls and email requests for technical support. The incumbent acts as a main resource during infrastructure emergencies utilizing prioritization and escalation skills to ensure timely resolution of issues. The decisions and results of their work impact all users throughout the district. This position documents, tracks, and monitors problems and outages using database management software, contributing vital knowledge-base data for statistical study and solutions development. The Technology Support Specialist works with PC network software to configure, test, diagnose and correct network anomalies. This position trains staff on various computer platforms and software, directs and reviews the work of student workers and casual employees, and performs journey-level work with minimum supervision.

Requirements

High School diploma or equivalent.
Associate’s degree or two years of college-level coursework or training in a computer-related discipline. Relevant experience may substitute for the degree requirement on a year for year basis.
Two years of work experience with some or all of the following systems: Automated systems, personal computer and network technologies, databases, learning management systems, online learning tools, printers and peripherals, a variety of software applications (e.g., word processing, spreadsheet, email, Intranet, web browsers, HTML editors, and image manipulation software).
Self-motivation to perform tasks with minimal supervision in a remote environment.
A sufficient workspace that is free of distractions and conducive to efficient and productive work.
A stable internet connection that can support frequent voice and video calls.
The ability to empathize to offer compassionate, calm, and effective support to frustrated users.
Knowledge of a wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals.
Knowledge of a variety of software applications (desktop, client-server, browser-based, etc.).
Knowledge of principles of troubleshooting and analysis.
Skills in learning new computer software.
Skills in effectively communicating verbally and in writing.
Skills in multi-tasking and effectively using time management skills.
Ability to troubleshoot, diagnose and repair computer, hardware and software problems in a complex networked environment.
Ability to plan, organize and document complex network activities and configure systems for consistency with institutional policies and procedures.
Ability to effectively prioritize work requests and work occasional long hours.
Provide own transportation to various sites throughout the district on a regular basis.
Ability to lift and work on equipment that may be located in tight and poorly lighted spaces, such as under desks, in closets, or other confined areas.
Ability to lift and move computer components and peripherals weighing up to 40 pounds.
Ability to perform occasional periods of sustained effort and crawling under desks and confined spaces to install/uninstall and/or move equipment.

Responsibilities

Provides computer support to end users across the College district for computer hardware, software, other technology equipment, and business-related applications.
Serves as the primary contact for all incoming calls and email requests for technical support.
Acts as a main resource during infrastructure emergencies utilizing prioritization and escalation skills to ensure timely resolution of issues.
Documents, tracks, and monitors problems and outages using database management software, contributing vital knowledge-base data for statistical study and solutions development.
Works with PC network software to configure, test, diagnose and correct network anomalies.
Trains staff on various computer platforms and software.
Directs and reviews the work of student workers and casual employees.
Performs journey-level work with minimum supervision.

Benefits

Comprehensive benefit package
Oregon PERS contribution
Tax deferred annuity program and a deferred compensation program
Tuition waiver for you, your spouse/domestic partner, and dependent children under 24 years of age, as well as partial tuition reimbursement for full-time employees at other accredited institutions
Free access to the sport centers / campus gymnasiums, performing arts, and cultural events
Paid Leave (Pro-rated by FTE for Part-Time Employees)
8 hours of vacation leave per month (additional vacation hours with years of service)
1 day of sick leave per month
12 paid holidays
PCC Winter Break (when College is Closed)
24 hours of personal leave per year