Posting Details

Position Information

Job Title Support Services Technician II Job Summary

Provides services for specialized computing and/or multiple technologies. Performs complex and diverse computer and/or AV support activities (in-person and via telephone). Performs necessary repairs on any desktop, laptop or printer supported by Spelman Technology Services (STS). Interprets and resolves varied situations and problems. Supports campus and classroom AV technologies as required. Consults with customers on upgrades and repairs; interacts with vendors. This position may have primary responsibility for service desk calls. The incumbent provides immediate technical responses for all levels of computer problems for the user community and contacts outside vendors for hardware and/or software support as required. As a member of the STS division, this position strives to ensure consistency in its communication, actions, its strategic focus and digitalization, and innovation. This position is also responsible for supporting the mission of Spelman College by delivering technology, services, solutions and guidance to Spelman faculty, staff, students and the community in a professional, exemplary, service-oriented collaborative manner.

Essential Duties and Responsibilities

•Resolves hardware and software issues with computer configurations, images, desktop, laptop & printers, Spelman campus computers, and any ancillary solutions.
•Under supervision, supports and maintains PC, peripherals, in-house audio-visual equipment, and non-print media assets as required. This includes operating, maintaining, distributing, installing, configuring, repairing, and upgrading various PC, audiovisual and media products while ensuring their optimal performance.
•Troubleshoots problem areas in a timely and accurate fashion, and provide end-user training and assistance where required.
•Troubleshoots highly complex technical problems, performing analyses to determine the root cause of problems. Performs software troubleshooting on customers’ computers, as related to hardware issues.
•Provides assistance to users via phone in the role of a service desk specialist as scheduled by management
•Handles confidential customer information.
•Exercises judgment and analysis on expediting and prioritizing repairs and service.
•Uses and recommends tools to document service management solutions.
•Available for on-call and/or emergency response and support as needed.
•May assist with planning and scheduling team activities.
•May train intern PC Tech students

Required Qualifications

Bachelor’s degree preferred. Must have a minimum of four years of directly related experience and high school diploma or an equivalent combination of education and experience required. Must have advanced experience in hardware troubleshooting and repair. Highly detailed understanding of Windows, Mac, and Unix operating systems. Essentials of AV technology, Infocomm and/or audio-visual mass controllers. Understands the purpose and operations of other teams within STS. May help team members and/or customers clarify somewhat complex problems or situations. Ability to identify and resolve issues (e.g., technical, disagreements, business concerns) within a group. Ability to translate technical information into specifications or action plans. May probe with customers to discover unexpressed information. Ability to negotiate needed actions, using established precedents. Ability to recommend new procedures affecting several teams. Demonstrated ability to prioritize tasks to be completed in the short-term. Ability to identify complex, multi-faceted problems and takes immediate action to address them. Knows and follows standard operating procedures.

Must be able to establish and maintain a strong collaborative relationship with students, faculty, staff and other constituents with diverse and often competing priorities. Must possess excellent written and oral communication skills and demonstrate a high degree of professionalism and diplomacy. Must possess the ability to develop and negotiate contracts with vendors in support of the College’s educational technology needs. Ability to balance competing short- and long-term goals in alignment with the larger area’s direction and objectives. Must display excellent administrative, organizational, and time management skills while operating in a fast-paced environment. Must possess a strong work ethic and ready to work extremely hard executing strategic plans. Self-motivated, positive attitude, mature personality, and being oriented are also necessary for success in this position. Ability to plan, direct and evaluate staff and information technology resources. Must have a team-oriented focus. Ability to conduct extensive research for the purpose of problem-solving and situation analysis.

Must have intermediate skills and experience using Microsoft Office Suite (Word, Excel, and PowerPoint) and be internet savvy.

Preferred Qualifications

ITIL Foundations required
Certification on PCs, Macs and HP printers preferred.
A+ certification or industry recognized equivalent required.
Network Plus required
Linux preferred
AV certification preferred
Apple Certified Associate preferred

Certifications, Licenses, Restrictions Physical Demands Shift Days % Travel Required 0% Full Time/Part Time Full-time FLSA Non-Exempt Number of Vacancies 1 Anticipated Candidate Start Date Position End Date (if temporary) Posting Detail Information

Posting Number SC0141P Posting Open Date 01/30/2019 Posting Closing Date Open Until Filled Yes Special Instructions to Applicants EEO Statement

Spelman College is an EEO/Minority/Female/Disabled/Veteran/Title IX Employer and we participate in E-Verify. We are a smoke-free campus.

Supplemental Questions

Required fields are indicated with an asterisk (*).

Documents Needed To Apply Required Documents

1. Resume
2. Cover Letter of Interest

Optional Documents