Support Services Technician IIJob 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. Required Qualifications:
•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 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
•May work with project teams in the design, creation, and/or the testing of new products, services, procedures.
•Handles disagreements, conflicts, and unexpected problems in ways that maximize team effectiveness.
•May provide service support via a flex schedule as determined by the manager.
•Answer and direct telephone calls for the service desk.
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:
Bachelor’s degree preferredCertifications, Licenses, Restrictions :
ITIL Foundations requiredPhysical Demands:
Certification on PCs, Macs and HP printers preferred.
A+ certification or industry recognized equivalent required.
Network Plus required
AV certification, preferred
Apple Certified Associate preferred
While performing the duties of this job, the employee is regularly required to: sit, walk, stand, use hands to handle A/V equipment, operate computers, talk, and hear. The employee is frequently required to: reach with hands and arms. The employee is occasionally required to: stoop, climb, and lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.Shift:
Days% Travel Required:
1% - 25%Full Time/Part Time:
Non-ExemptNumber of Vacancies:
SC0302PPosting Open Date:
06/14/2021Open Until Filled:
Spelman College is an EEO/Minority/Female/Disabled/Veteran/Title IX Employer and we participate in E-Verify. We are a smoke-free campus.