Compensation:$20.10-$25.13In Review:Oct 1, 2022Openings:1PeopleSoft ID:10433 Formal review of applications begins: Sep 30, 2022Department:College of Computer and Information TechnologyLocation:EpiCenterKey Position Information:

• Management and oversight of CCIT Netlab+ VE server.
• Maintenance/support for hardware/software in dedicated CCIT classrooms.
• Primary contact for specialized equipment service agreements, licenses, etc.
• Support and maintenance of Cisco business-class routers and switches. Support for Cisco Packet Tracer software.
• Responsibility for asset inventory of equipment specific to CCIT programs/classrooms

Position Summary:

Incumbents provide standard computer and technical assistance to individual end users; and install and repair hardware, software and peripherals. Responsibilities may include moving, updating, repairing and installing hardware, software and peripherals; deploying new computers; determining hardware and software needs; providing training to end users; maintaining records on technical issues; entering data; and troubleshooting technical issues in person, over the phone, and via email. Incumbents may be assigned to a specific campus or department.

This position would be responsible for enhancing the technical skills and abilities of technology users via technology support activities.

Typical Essential Duties

• Focus on end-user skill development while resolving technical issues to encourage end-user technical knowledge;
• Communicate in a non-technical manner to ensure the end user understands all actions;
• Identify common technical knowledge gaps and notify manager of potential training needs for students, staff, and faculty;
• Use remote support tools including Skype for Business and Remote Assistance to train, diagnose, troubleshoot, and fix technical requests and problems related to college software and hardware;
• Remote support to include software installations, troubleshooting MS Office, MS Windows, and browser issues, peripheral installs, etc.;
• When remotely accessing an individual’s computer, be prudent in accessing only the files and programs required to meet their request;
• Position functions as Level 2 support for desktop related tehcnical issues;
• Communicate with college staff and faculty via phone, email, and MS Service Manager;
• Utilize MS Service Manager to monitor and document all technical requests;
• Identify when issues need to be escalated to Level 3 support and work with Level 3 support as needed to resolve the issue;

Requirements:

Education:

Associates degree or equivalent through a technical training agency in information technology.

Experience:

Two years (2) experience providing user support for assistive technology.

* An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job may be acceptable in lieu of those requirements listed above.

Knowledge:

• Working with persons with disabilities;
• Applicable hardware, software, and peripheral equipment;
• Applicable operating systems;
• Technology troubleshooting techniques.
• Customer service principles;
• Applicable hand tools and diagnostic equipment;
• Recordkeeping principles;
• Computers and related software applications.

• Applicable hardware, software, and peripheral equipment;
• Applicable operating systems;
• Technology troubleshooting techniques.
• Customer service principles;
• Applicable hand tools and diagnostic equipment;
• Recordkeeping principles;
• Computers and related software applications.

Skills:

• Troubleshooting and repairing hardware, software, and peripherals;
• Installing hardware and software;
• Providing end-user support;
• Communicating technical information to a non-technical audience;
• Ordering and maintaining equipment and inventory;
• Maintaining operational records;
• Using a computer and related software applications;
• Communication, interpersonal skills as applied to interaction with subordinates, coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to give and receive work direction.

Physical:

• Positions in this class typically require: reaching, standing, walking, grasping, feeling, talking, hearing, seeing and repetitive motions.
• Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
• Incumbents may be subjected to electrical currents, workspace restrictions, and travel.

Responsibilities:

These duties are a representative sample; position assignments may vary.

Potential Frequency

1.

Sets up, installs, configures, tests, updates, and maintains computers, peripheral devices, and/or related software and hardware; repairs computers and peripheral devices.

Daily

50%

2.

Troubleshoots, diagnoses, reports on, and resolves problems associated with applicable information technology equipment and software.

Daily

35%

3.

Provides remote support and on-going troubleshooting assistance to users regarding complex information technology and/or hardware, software, and/or other related items; coordinates technical support with vendors for installations, repair, and/or maintenance issues.

Daily

10%

4.

Prepares a variety operational records and reports.

Daily

5%

5.

Performs other duties of a similar nature or level.

As Required