Technology Support Specialist

Job Summary and Responsibilities/Duties

For best consideration, please submit application materials by February 9, 2025.

Job Summary

Acts as the primary contact point for customers seeking IT assistance for incidents and service requests, responding to email requests and answering direct calls to the IT Service Desk. Provides great customer service to MHCC employees by triaging customer issues and working to resolve technical problems remotely when possible and escalating or transitioning to the appropriate resources when necessary. Assists in the installation, maintenance, and general support of desktop and network systems and applications. Responds to telephone calls, emails, tickets, and personnel request for technical support issues, and documents, tracks and monitors progress of each issue or deployment to ensure a timely resolution.

Essential Duties

• Responds, with excellent customer service, to all direct customer inquiries to the IT Service Desk, including email requests and answering direct telephone calls.
• Uses ticket tracking software to clearly document, track, and monitor service requests, incidents, and problems to ensure a timely resolution
• Uses remote tools to troubleshoot all end user Incidents in PC/Mac environment, install and remove software applications, verify proper hardware and software set up, and assist with general software navigation (i.e. MS Office).
• Escalates or reassigns service requests, incidents, and problems that require a specific skill set or cannot be resolved remotely to the appropriate resource(s).
• Identifies problems (multiple related incidents) and coordinates and escalates per proper procedure.
• Establishes, maintains, and increases client satisfaction through professional, courteous, and caring service in every interaction.
• Creates, modifies, and removes user accounts, access, and credentials in multiple systems, including on-boarding and off-boarding.
• Actively updates and enhances the knowledge base by documenting procedures, operational instructions, troubleshooting functions, etc.
• Maintains knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications.
• Contributes to MHCC vision and direction by helping improve technical practices and process’ through constant open communication with clients and IT members.

Additional Duties:

• May provide on-call support for evening and weekend classes.
• May train and coordinate student- and part-time hourly employees. Oversees scheduling and flow of work. Provides input to manager on hiring and performance evaluation.
• Works on special projects assigned by IT Client Services manager.
• Performs all other related duties as assigned.

Minimum and Desired Qualifications

Minimum Qualifications:

• Associate degree
• Two (2) years of relevant systems technician experience in a complex network environment. (Successful completion of the MHCC IT Apprenticeship program will count as one (1) year of related experience)
• One year of direct customer phone support in a call center environment.
  • NOTE: Technical support experience within a call center may be applied to both experience requirements, i.e. two years of technical phone support would meet both requirements.
• Working knowledge of Office 365
• Intermediate-level (considerable) knowledge of a wide variety of technologies to effectively support client technical needs, including computing devices, operating systems, network technologies, printers and peripherals, and a variety of word processing, spreadsheet, email and database applications (desktop, client-server, browser-based, etc.)
• Experience in remotely installing and troubleshooting desktop and mobile operating systems, network and applications (PCs, mobile devices, knowledge of software, hardware, and accessories / peripherals including printers, network devices).
  
  At the College’s discretion, additional qualifying experience may be substituted on a year for year basis for education

Desired Qualifications:

• Associates or Bachelor’s degree in computer-related field
• Comp TIA A and CompTIA Network Certification
• ITIL v3 Certified
• MCP or MCITP
• Working knowledge of SCCM
• Working knowledge of Mobile Device Management software

Additional Qualifications and/or Knowledge, Skills and Abilities (KSAs)

Knowledge, Skills, and Abilities

• Strong knowledge of Microsoft and Apple environments (Windows OS, OSX, etc.)
• Working knowledge of network/server components, information security principles/practices, remote connectivity tools
• Moderate Active Directory knowledge and experience
• Active learning skills, ownership and empathy in providing a client with the IT service they need with a strong customer service orientation
• Ability to listen, diagnose, troubleshoot, and solve technical and service related issues remotely and in person
• Ability to learn new technical concepts quickly
• Ability to communicate and present complex information effectively on the telephone demonstrating a professional tone, voice inflection and intonation
• Strong organizational and multitasking skills
• Strong written communication skills
• Excellent customer services with the ability to assist users over the phone
• Previous extensive phone support experience is required
• Knowledge of ITIL processes
• Knowledge of standard concepts, practices, and procedures for technology related setup and support
• Ability to work independently and to prioritize workload according to MHCC needs

Working Conditions and Important Information

WORKING CONDITIONS

Work performed requires physical ability to sit for a long period of time and use tools of communication on a regular basis (phone, e-mail, in person).

• Life Insurance

• Accidental Death & Dismemberment (AD&D)

• Long Term Disability (LTD)