Technical Support Assistant
Title: Technical Support Assistant
Exempt Status: Non-Exempt
Under direction of Management, provides computer support to end users across the College District for routine computer hardware, software, other technology equipment, and business related applications. Troubleshoots and diagnoses basic problems related to computer/information technology. Escalates complex issues to ensure timely resolution. Trains staff on various computer platforms and related components and software. Directs and reviews the work of student workers and casual employees. Performs routine work with minimal supervision.
Typical Duties and Responsibilities
- Provides technical telephone support for internal end users on routine hardware and software problems including operating system support, application support, system access problems and database support.
- Troubleshoots and diagnoses basic problems with computer equipment. Performs minor maintenance and repair on equipment, as necessary. Refers problems to lead worker or management if unable to resolve.
- Provides technical support to students in-person, via email, chat and/or phone regarding various computer related issues and problems.
- Helps identify and troubleshoot PCC account and access related issues, including password changes, identity verification and support for alternate access.
- Inputs data in Help Desk tracking system and assists with maintenance.
- Assists college staff, faculty and/or students with the basic 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.
- Develops and maintains helpdesk websites & CD based tools for staff/faculty as assigned.
- Keeps current with rapidly changing technologies, computer utilities and tools.
- Attends and participates in campus-wide and departmental meetings and committees to discuss computer-related issues, as assigned.
- Contributes to departmental projects as assigned.
- Performs duties in compliance with College policy and applicable federal, state and local laws and regulations.
- Creates technical and procedural documentation for use by student workers and/or casual employees.
- Performs other related duties as assigned.
Work Environment and Physical Requirements
Work pressure and interruptions occur on an ongoing basis. Involves ongoing exposure to constantly changing physical and ergonomic environments. Involves frequent interruptions and change in the workflow/volume depending on time in the term. Changes in the performance environment require occasional upgrading of skills.
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. Must provide own transportation to various sites throughout the district on a regular basis.
High school diploma or equivalent. Must also possess two years of training in computer technology either through direct experience working with the technology or by completing courses designed to provide troubleshooting skills and use of MS Office applications.
Work experience includes knowledge of 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, email, Intranet, web browsers, HTML editors, and image manipulation software).
Knowledge, Skills, and Abilities
- Computers and related software, and/or tablets and mobile devices; and common internet protocols such as email, chat, secure file transfer (SFTP/FTP), and World Wide Web/HTTP;
- Customer services principles.
- Working with diverse academic, cultural and ethnic backgrounds of community college students and staff;
- Explaining terms, concepts and technology in plain language;
- Maintaining goodwill, cooperation, and productive relationships for those customers suffering anxiety and frustration with technical issues;
- Remaining calm under high pressure/difficult situations.
- Troubleshoot browser and plug-in based problems on Windows, Mac OS, and Linux-based operating systems;
- 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;
- Modify, edit and create common document formats (e.g. HTML, CSS, word processing, spreadsheet);
- Convey technical information to a diverse population of students, staff and public;
- Learn, understand and apply applicable College policy and federal, state and local rules/regulations;
- Provide assistance and problem solve a variety of basic computer related issues; enforce policies and procedures and maintain a positive customer service environment.
- Keep accurate records and maintain confidentiality.
- Learn new software and effectively communicate verbally and in writing;
- Interact professionally with distraught or reactive individuals;
- Multi-task and effectively use time management skills.