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Job No. 140666

  • Job Title:
  • Specialist, Technology Support
  • Employer:
  • Guilford Technical Community College
  • Location:
  • Jamestown , NC
  • Posting Date:
  • 14-Mar-2019
  • Description:
  • Job Description
    #RPM

    The technology support specialist performs installation, maintenance and repair of the college’s computers, servers, printers and scanners. S/he will install/maintain/support/operate audiovisual equipment such as projectors, document cameras, speakers and other peripheral equipment. This position will support all campus locations. S/he will be installing lab replacements, imaging classroom lab computers, and performing other projects as needed. S/he installs hardware and software in academic labs and in faculty and staff offices. S/he performs routine troubleshooting and problem resolution, both on-site and over the phone. The technology support specialist works with faculty and staff to help them decide on hardware and software needs. S/he prepares reports, maintenance records, and inventory paperwork. S/he performs other duties as assigned.

    Duties/Functions
    • Troubleshoots computer problems.
    • Prepares maintenance records and inventory paperwork.
    • Provides service desk queue management.
    • Updates the Service Delivery Manager on hardware/software issues.
    • Demonstrates proficiency in the operation of personal computers, printers, scanners and digital cameras.
    • Operates audiovisual equipment for college and community events. Receives requests and coordinates setup for events. manages sound, coordinates live streaming, and operates video during events as needed.
    • Maintains, troubleshoots and repairs AV equipment for faculty and staff and/or oversees the repair of equipment by outside vendors.
    • Supports Instructional requirements and provides technical support during peak registration periods.
    • Performs routine equipment maintenance and scheduled repairs.
    • Assists with server software installs, imaging, setup of users, and set up of printers and computers for network access.
    • Installs software from network or individually on computers.
    • Answers ITS calls to the service desk and provides technical support as needed.
    • Changes passwords and helps with login requests for employees and students.
    • Determines first-tier and second-tier requests and when and to whom to escalate calls that cannont be handled at the first-tier level of support.
    • Relocates computers as needed (fofice and labs).
    • Works with vendors on warranty issues and problem resolution.
    • Knowledgeable in the operation of audiovisual equipment.
    • Assists supervisor in the room design and the writing of bids for audio-visual installations.
    • Trains faculty and staff in the use of audiovisual equipment and solves operational problems.
    • Configures/installs/assists in the replacement of labs and imaging of labs for classes.
    • Demonstrates and models the College’s employability skills: adaptability, communication, information processing, problem solving, responsibility and teamwork.

    Difficult Challenges
    • Balancing daily challenges with automating/documenting procedures.
    • Managing ongoing projects and high priority daily break/fix issues.
    • Managing service requests with insufficient information.
    • Unplanned interruptions of service.
    • Providing technical support to multiple campus locations.
    • Volume of service requests during busy periods.
    • Conflicting priorities of departments across campus.

    Contacts
    • Daily: Conference Center Director, Conference Center Team Members and Conference Center Clientele
    • Daily: Service Delivery Manager for assignments and priorities.
    • Daily: End users about status of their service requests.
    • Weekly: Events Scheduler about upcoming events needing Audio Visual and technical support.

    Education Required
    • Associates degree in information technology (computer science, computer information systems, programming or other related field) from a regionally accredited post-secondary institution.

    Education Preferred
    • Bachelor’s degree in information technology (computer science, computer information systems, programming or other related field) from a regionally accredited post-secondary institution.

    Certifications:
    • CompTIA A+ or an industry standard related certification.

    Experience Required
    • One year of experience in a technical support related field with AAS degree. Or 7+ years of experience.
    • Proficient in email, MS Office, virus protection software and other common college software applications.

    Experience Preferred
    • 3 years of experience in a technical support related field.
    • Experience with Bomgar and SCCM solutions.
    • Experience with Enterprise Service Desk software.
    • Experience with Multi-Function Network Printing solution.

    KSA Required
    • Demonstrated knowledge in supporting a Windows, Mac, and Apple IOS.
    • Demonstrated knowledge of PC configuration and repair.
    • Demonstrated knowledge in operating audiovisual equipment.
    • Demonstrated knowledge in current versions of Windows Operating System and Apple IOS.
    • Demonstrated knowledge in computer configuration and repair.
    • Ability to install, configure, and repair printers.
    • Ability to analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of goals.
    • Strong organization and problem solving skills
  •  Contact information:
  • Guilford Technical Community College
  • Jamestown, NC 27282
  • United States
  • Employer's Website:
  • Visit Employer's website



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