What are the responsibilities and job description for the Technical Support Specialist position at Western Nebraska Community College?
Job Summary
Provides software, hardware and networking support for desktops, laptops and classroom audio/video systems. Installs and maintains PCs and associated software, networks, classroom audio/video systems, and peripherals. Provides follow-up on problems or escalation. Ensures customer satisfaction throughout the service delivery transaction. Ensures client specific Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system.
Key Responsibilities
Essential responsibilities and duties may include, but are not limited to the following:
Essential functions:
- Set up hardware and install and configure software and drivers.
- Maintain and repair end-user and classroom equipment or peripheral devices.
- Configure basic networking for end-user systems. Assist the network engineer to resolve connectivity issues.
- Maintain and provide support to audio/video systems in classrooms, meeting rooms, and online meetings and classes. Work with faculty to design solutions to meet instructional needs.
- Maintain OS and software inventory and install images. Perform regular patches and upgrades to ensure systems remain current.
- Manage security options and software in computers and networks to maintain privacy and protection from attacks.
- Troubleshoot system failures or bugs and provide solutions to restore functionality to end-user systems including students, faculty, and staff computers.
- Monitor and manage tickets and issues reported by end-users. Prioritize and coordinate resolution in a timely manner.
- Assist the Information Technology Director with strategic planning related to desktop technology and related equipment. Inventory and track the lifecycle of the equipment and software for employees across each campus. Make recommendations for equipment refreshes, technology standards, and purchasing.
- Develop and maintain a student work study or internship schedule.
- Participate in ongoing professional development and training.
- Perform other duties as assigned.
Required and Preferred Qualifications
Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:
Education:
Associate’s degree in Information Technology or a related field preferred.
Experience:
Two years of increasingly responsible experience in computer set-up, maintenance, and troubleshooting including experience working with individuals or small groups in a teaching capacity preferred.
License or Certificate:
Possession of, or the ability to obtain, an appropriate, valid driver's license and an acceptable driving record that does not exclude the driver from coverage under WNCC’s vehicle insurance required.
Physical Demands and Work Environment
Alternate Sitting or Standing at Will - The ability to alternate between sitting and standing is present when a worker has the flexibility to choose between sitting or standing as needed when this need cannot be accommodated by scheduled breaks and/or lunch period.
Lifting or Carrying - Lifting is raising or lowering an object from one level to another. Lifting can include an upward pulling motion. Carrying is to transport an object – usually by holding it in the hands or arms, or wearing it on the body.
Reaching At or Below Shoulder Level - Reaching at or below the shoulder is present when there is ‘Reaching,’ but it does not meet the threshold for ‘Overhead.’ ‘Overhead’ and ‘At or Below the Shoulder Reaching’ can be present in the same task.
Keyboarding - Entering text or data into a computer or other machine by means of a traditional keyboard. Traditional Keyboard refers to a panel of keys used as the primary input device on a computer, typographic machine or 10-Key numeric keypad.
Stooping - Stooping is bending the body forward and down while bending the spine at the waist 45 degrees or more either over something below waist level or down towards an object on or near the ground.
Crouching - Bending body downward and forward by bending legs and spine.
Kneeling - Bending legs at knees to come to rest on knee(s).
