Classification Description

Technology Support Specialist

Category: Classified

FLSA: Non-Exempt

Grade: 22

Job Summary

Provides computer support to end users across the College District for computer hardware, software, other technology equipment, and business related applications. Primary contact for all incoming calls and email requests for technical support. Communicates effectively to convey complex technical information. Acts as primary college resource during infrastructure emergencies. Prioritization and escalation skills are essential to ensure timely resolution. Decisions and results of work impact all users throughout the district. Identifies, researches, and relies on experience and judgment to resolve problems. Documents, tracks, and monitors problems and outages using database management software, contributing vital knowledge-base data for statistical study and development of solutions. Demonstrates knowledge of a variety of field concepts, practices, and procedures. Interacts with all campus-based teams and departments. Develops procedures and solutions for other technical teams. Works with PC network software to configure, test, diagnose and correct network anomalies. Trains staff on various computer platforms and related components and software. Directs and reviews the work of student workers and casual employees. Performs journey-level work and works with minimum supervision.

Typical Duties and Responsibilities

  1. Provides technical telephone support for internal end users on a variety of hardware and software problems including operating system support, application support, system access problems and database support.
  2. Maintains Help Desk tracking system; inputs problem description in Help Desk tracking system and assist with maintenance.
  3. Acts as primary departmental resource during infrastructure emergencies; dispatches technicians, maintains communications with management, sends broadcast email and/or voice mail messages to user community and emergency notification list.
  4. Works closely with network administration to diagnose and troubleshoot network outages, maintain network configuration for users and their components/cabling, maintain user accounts and reboots servers and routers.
  5. Assists college staff, faculty and/or students with the operation of legacy and newer application software, including but not limited to, word processing, spreadsheet, presentation and communication software, web applications, anti-virus and college business application on varied platforms and operating systems.
  6. Develops and maintains helpdesk websites & CD based tools for staff/faculty.
  7. Maintains goodwill, cooperation and productive relationships for those customers suffering anxiety and frustration with technical issues.
  8. Directs and reviews the work of casual employees and student workers.
  9. Creates technical documentation and procedures, and serves as resource for training materials in response to faculty, staff and/or student inquiries for technical support.
  10. Attends conferences, seminars and training sessions to keep current with rapidly changing technologies, computer utilities and tools. Researches and integrates progressive technologies and recommends workforce delivery systems that enhance and increase productivity.
  11. Attends and participates in campus-wide and departmental meetings and committees to discuss computer-related issues, as well as contribute to departmental projects as a team member.
  12. Researches and recommends hardware and software purchases for campus personnel. Obtains quotes for repair costs and maintenance. Contacts vendors for product information and price quotes. Contacts service contractors as needed.

Positions in this classification may perform all or some of the responsibilities above and all positions perform other related duties as assigned.

Minimum Qualifications

High School diploma or equivalent. Associate's degree or two years of college-level coursework or training in a computer-related discipline. Relevant experience may substitute for the degree requirement on a year for year basis.

Two years of work experience with some or all of the following systems: Automated systems,  personal computer and network technologies, databases, learning management systems, online learning tools, printers and peripherals (PDA's, scanners, modems, CD/DVD drives, etc.), a variety of software applications (e.g., word processing, spreadsheet, e-mail, Intranet, web browsers, HTML editors, and image manipulation software).

Ability to: Learn new software and effectively communicate verbally and in writing; multi-task and effectively use time management skills; troubleshoot, diagnose and repair computer, hardware and software problems in a complex networked environment; plan, organize and document complex network activities and configure systems for consistency with institutional policies and procedures; effectively prioritizes work requests and work occasional long hours; provide own transportation to various sites throughout the district on a regular basis.

Work Environment and Physical Requirements

Service call response includes district-wide service in a dynamic, networked environment. Work pressure and interruptions occur on an ongoing basis. Project completion must continue as well as daily tasks, so that all technical problems are resolved in a timely manner. Involves ongoing exposure to constantly changing physical and ergonomic environments. Must interact professionally with distraught or reactive individuals. Ability to lift and work on equipment that may be located in tight and poorly lighted spaces, such as under desks, in closets, or other confined areas. Lifting and moving of computer components and peripherals weighing up to 40 pounds is sometimes required. Requires occasional periods of sustained effort and crawling under desks and confined spaces to install/uninstall and/or move equipment.

REV: 7/2012

REPLACES: 05/18/2005; Computer Client Support Specialist, 02/14/2003