10 Aug
IT Support Specialist
Vacancy expired!
- Clearly document job duties performed that relate to responsibilities, qualifications, and essential job duties in the “Work Experience” section on the application. We evaluate your experience based on this information.
- Clearly outline dates of employment and hours worked per week or credit hours worked per term for each employment experience listed in the Work Experience section of the Application.
- Please make sure you state whether work experience (aka work history) is part time or full time employment (full time is 40 or more hours per week).
- Communicate and coordinate across all departments within the college to deploy strategies for effective technology deployment.
- Keep informed of developments in the IT field by attending conferences, reading professional journals, attending workshops, and communicating with other IT professionals.
- Makes recommendations to the Director, IT Service Center to develop appropriate technology procedures to deploy throughout the college, ensuring that an adequate security policy for computers is enforced, and collaborating with other IT professionals to develop a set of best practices within the college.
- Recommend strategic and tactical plans for campus-wide initiatives including classroom setup, security policies (encryption), network configuration, system configuration, and process improvements throughout the college.
- Maintain awareness of the needs and directions of information technology deployment by faculty and staff of the college so as to proactively determine training and documentation for the Technical Support Specialists in order to efficiently and adequately support the learning and instructional missions of the college.
- Recommend staffing changes in terms of re-assigning the zones of coverage and when additional staff are necessary to support the needs of academic units or the college.
- Assess the needs for new services and technologies throughout the college and in cooperation with appropriate staff, faculty, department directors, and deans by analyzing available options and recommending the one which best fits the needs of the customers and students.
- Review trouble tickets to ensure they are satisfactorily completed and that trends are spotted.
- Monitor tickets for high impact events and resolve according to SLA guidelines.
- Ensure personnel are properly assigned, trained, have available documentation sufficient to effectively and efficiently deal with current and coming needs. This also includes examination of the workloads of Technology Support Specialists to ensure no individuals are over or under worked.
- Maintain/Create all user accounts, groups, and Categories as requested by various departments.
- Create and run reports to monitor call trends, reoccurring issues, and call completion times.
- Configure, and troubleshoot ticketing software.
- Provide training on call ticketing software for new employees.
- Plan, coordinate, and direct the workload of the Technical Support Services department to meet the needs of the college by prioritizing projects, exercising discretion related to areas of high importance such as balancing resources to accomplish the given workload, and the use of independent judgment when developing standards and procedures within the Technical Support Services department related to computer deployment, maintenance, security, and troubleshooting.
- Provide event and meeting support and/or coordinate resources for adequate coverage.
- Train, supervise, and establish performance evaluation recommendations for Technical Support staff.
- Act as a backup to the Technical Support Specialists for service coverage. As needs dictate, analyze, configure, troubleshoot, and maintain desktop computers, laptop computers, printers, PDAs, personal devices and application software and servers. These duties are performed in a variety of locations on campus including student classrooms, student labs, staff offices, faculty offices, or in secured areas of the campus such as server rooms and wiring rooms.
- Assist with troubleshooting IT issues that cannot be solved by Technical Support Specialists. This would include research on potential causes or issues as well as emulating situations for testing theories or potential solutions. Document and train Technical Support Specialists as to how to handle such issues in the future.
- Bachelor’s Degree in Computer Science or related field plus 4 years’ of related work experience such as; experience repairing, maintaining, and/or troubleshooting desktop computers or an equivalent combination of education and/or experience
- Two years of previous supervisory experience
- Routine to complex computer programming languages in use at the College.
- Ability to schedule staff and work study resources across all areas of the Aims main campus and outlying areas.
- Provide adequate information technology support during normal working hours and occasionally some evening and weekend support.
- Establish standards and procedures for computer naming, ghost imaging, troubleshooting, and other processes used with the Technical Services department.
- Determine the best and most effective use for all new and used computer equipment throughout the college by understanding each areas needs.
- Knowledge of a wide variety of basic computer software, hardware and peripherals.
- Valid driver's license
- Industry certifications such as CompTIA A+, etc.
- Experience working in higher education
- Resume
- Cover Letter
- Diversity Statement
- Certifications and/or Transcripts
Vacancy expired!