Portland Community College | Portland, Oregon Portland Community College

Technology Support Specialist

Title: Technology Support Specialist

Class: Classified

Exempt Status: Non-Exempt

Grade: 22

Job Summary

The Technology Support Specialist provides computer support to end users across the College district for computer hardware, software, other technology equipment, and business-related applications. The Specialist serves as the primary contact for all incoming calls and email requests for technical support. The incumbent acts as a main resource during infrastructure emergencies utilizing prioritization and escalation skills to ensure timely resolution of issues. The decisions and results of their work impact all users throughout the district. This position documents, tracks, and monitors problems and outages using database management software, contributing vital knowledge-base data for statistical study and solutions development. The Technology Support Specialist works with PC network software to configure, test, diagnose and correct network anomalies. This position trains staff on various computer platforms and software, directs and reviews the work of student workers and casual employees, and performs journey-level work 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.
  13. Performs other related duties as assigned.

Work Environment

Service call response includes district-wide service in a dynamic, networked environment. Work pressure and interruptions occur on an ongoing basis. The position requires ongoing exposure to constantly changing physical and ergonomic environments. Must interact professionally with distraught or reactive individuals. Requires the 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.

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, a variety of software applications (e.g., word processing, spreadsheet, email, Intranet, web browsers, HTML editors, and image manipulation software).

Knowledge, Skills, and Abilities

Knowledge of:

  • A wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals;
  • A variety of software applications (desktop, client-server, browser-based, etc.);
  • ┬áPrinciples of troubleshooting and analysis.

Skills in:

  • Learning new computer software;
  • Effectively communicating verbally and in writing;
  • Multi-tasking and effectively using time management skills.

Ability to:

  • 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 prioritize work requests and work occasional long hours;
  • Provide own transportation to various sites throughout the district on a regular basis.

Reviewed: 12/18, 1/21

Rev: 7/2012

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