Technical Services Specialist II
Equal Opportunity and Nondiscrimination Statement
In addition to its commitment to a harassment-free educational and working environment, the College is an equal employment opportunity employer. The College is committed to a policy of equal employment opportunities for all applicants and employees and complies with all applicable state and federal laws on the matter. The College does not unlawfully discriminate on the basis of race, color, religion, sex (including gender, pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, ancestry, age, physical disability, mental disability, medical condition or medical leave, marital status, sexual orientation, or any other category protected by law. The College also prohibits the harassment of any employee on any of these bases.
Job Posting Title:
Technical Services Specialist II
Job Details and Requirement:
The Technical Services Specialist II is an integral member of the Information Technology Services/Technical Services team, and is responsible for performing a broad range of technical, clinical and research duties in an energetic, innovative and client-centric environment. The incumbent provides technical services and support to faculty, staff and students in a computing environment that spans multiple platforms and encompasses a broad range of technologies. As a problem solver with a positive can-do attitude, the incumbent works both independently and as a team member to respond to client requests quickly and efficiently, while providing the highest level of customer service and support at all times.
DESCRIPTION OF DUTIES AND RESPONSIBILITIES
In accordance with IT policies, procedures and guidelines, the incumbent works collaboratively to perform the following essential duties and responsibilities:
- Provide technical services and support to the CMC computing community covering a variety of hardware platforms and equipment including administration of servers, workstations, laptops, mobile devices, multi-function printers, scanners, and peripherals; software and applications including operating systems, academic, administrative and office productivity systems and other supported applications; connectivity and productivity utilities, services and protocols including wired and wireless network access, internet and VPN connectivity, anti-virus and security, printing and FTP; integration and connectivity of computers with other endpoint technologies and audio-visual technologies. While the incumbent may specialize in specific areas, they must be able to perform all the above.
- Follow departmental protocols and procedures to image, configure, deploy and maintain IT equipment; perform diagnostic checks, system upgrades, additional component and peripheral installations and defective component replacement; maintain ITS best practices policies on CMC owned workstations and laptops, and provide users with focused information on security practices.
- Monitor service request tracking system, record and update technical service and support requests and inquiries; record diagnostic results, findings, solutions and services provided; participate in service request tracking system reviews, configuration and enhancement discussions.
- Participate in hardware, software and applications assessments and reviews; research, testing and evaluation of equipment and devices, software, systems, subscriptions and services and make recommendations in line with technical requirements.
- Acquire and maintain current knowledge of technology developments in relevant areas, including social media, mobile communications, and integration and interconnectivity of other technologies and platforms, product offerings and support policies in order to provide technically accurate solutions to clients.
- Conduct purchase consultations and advise clients on workstation rotation selections and the selection of IT equipment, software, services and subscriptions within the bounds of IT policies and guidelines.
- Assist with the verification processes and procedures for inventory and licensed software.
- Assist in creating and maintaining IT related documentation, knowledge base content, manuals, forms, best practices and training materials; deliver New Employee Welcome information technology sessions to new CMC hires; conduct IT related workshops and training sessions as required.
- Hire, train and oversee student workers in performing their daily tasks.
- Performs other essential duties and tasks specific to the position.
REQUIRED KNOWLEDGE, SKILLS, and ABILITIES: Individual must possess knowledge, skills, and ability to be able to successfully perform the essential functions of the position, or be able to explain or demonstrate how the essential functions will be performed, with or without reasonable accommodation, using some other combination of skills and abilities.
- Excellent technical, interpersonal and customer service skills, able to communicate technical concepts to individuals of all competency levels with tact, patience and courtesy; strong desire to help others.
- Solid troubleshooting and analytical skills; solid understanding of networking concepts and server administration; expertise with desktop, mobile and endpoint technology management, imaging and administration; connectivity of computers with other endpoint and audio-visual technologies.
- Advanced knowledge and proficiency with current Microsoft, Apple and mobile computing platforms and operating systems; network and internet configuration and connectivity; network and local printing configuration; Microsoft, Adobe and other office productivity suites and products; social media, web and other communication platforms.
- Demonstrated ability to work both independently and as part of a team on assigned tasks and projects, effectively utilizing reference materials and resources and accurately forecasting task completion times.
- Positive attitude toward teamwork, knowledge and expertise sharing and working with colleagues to analyze and resolve problems quickly and efficiently.
- Work in a fast-paced, energetic environment and remain calm under pressure.
- Willing and able to upgrade skillsets and stay current with new technologies in a rapidly changing environment.
- Excellent verbal and written communication skills and ability to work in a collegial fashion with faculty, staff, and students.
- Punctual and reliable..
EDUCATION: Minimum Bachelor’s degree in Information Technology or related field.
CERTIFICATION: Microsoft Certified Desktop Technician, Apple Certified Desktop Technician, A+ Certifications strongly desired.
EXPERIENCE: A minimum of 5 years’ technical services and support experience working in an IT Support/Help Desk environment.
LICENSES: A valid driver’s license or equivalent means of reliable transportation to off-site meetings and events is required.
HOURS: The regular hours for this position are 8:00 a.m. to 5:00 p.m., Monday through Friday. Hours may vary due to needs of the College or department; schedule flexibility should be considered a normal part of the job.
CLASSIFICATION AND STATUS: This is a full-time, 12 month, non-exempt level, benefits-eligible position.
GROOMING AND APPEARANCE: The Claremont Colleges seek to maintain a neat and professional image at all times.
PHYSICAL REQUIREMENTS: Lift up to 50 pounds from ground to waist level; climb and work from a ladder and to be able to get down onto the floor and work underneath furniture (desks, tables, podiums etc.).
SUPERVISORY RESPONSIBILITY: None
REPORTS TO: Assistant Vice President for ITS
BACKGROUND CHECK: The successful candidate will be required to undergo a full consumer background check. Certain positions will require the successful completion of a post-offer physical agility test. Employment is contingent on the satisfactory results of the aforementioned, in addition to compliance with requirements cited in this job description.
ADA/OSHA: This job description defines the essential or fundamental job duties of this position. It is assumed that employees hired for this position can perform the essential functions of this job without imposing risk of substantial harm to the health or safety of themselves or others. It may also include marginal functions, generally defined within Title 1 of the Americans with Disabilities Act (ADA) and the Occupational Safety and Health Administration (OSHA).
DISCLAIMER: This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position. When duties and responsibilities change and develop, the College will review this job description and make changes of business necessity.
AT-WILL EMPLOYMENT: Employment with the College is “at-will” meaning that the terms of employment may be changed with or without notice, with or without cause, including, but not limited to termination, demotion, promotion, transfer, compensation, benefits, duties, and location of work. There is no agreement express or implied between the College and you for continuing or long-term employment. While the College has every hope that employment relationships will be mutually beneficial and rewarding, employees and the College retain the right to terminate the employment relationship at will, at any time, with or without cause. The President is the only person who can modify or alter the at-will employment relationship.
Claremont McKenna College hires and promotes individuals on the basis of their qualifications, consistent with applicable state and federal laws, without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, pregnancy, breastfeeding or related medical condition, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, genetic characteristic or information, military and veteran status, or any other characteristic protected by state or federal law. Inquiries may be directed to the Director for Human Resources, 528 N. Mills Avenue, Claremont, California 91711-4015, (909) 621-8490. All applicants must complete and submit an online application to be considered for an open position.
Employment is contingent upon new employee providing documents verifying U.S. citizenship or, for aliens, documents verifying legal permission to work in the United States, applicant's acceptability for positions requiring use of a college vehicle is contingent upon a driving record acceptable to the College's automobile liability insurance. Promotion from within is encouraged whenever qualified employees of Claremont McKenna College are available. Interested employees of the College are urged to contact the Office of Human Resources if qualified for any open position. Please do not contact departments directly.
In compliance with applicable laws ensuring equal opportunities to qualified individuals with a disability, CMC will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual (applicant or employee) with a disability if the disability affects the performance of essential job functions, unless the accommodation results in an undue hardship for the College. Employment decisions are based on the merit and not an individual’s disability.
An applicant or employee who requires an accommodation should contact the immediate supervisor and the Human Resources Office. If multiple accommodations are identified that do not pose an undue hardship for the College, the selection of an accommodation will be at CMC’s discretion. To request disability accommodation for any part of the application or hiring process, please contact Human Resources at (909) 621-8490 or [email protected] for assistance.