Under general supervision, positions in this classification respond to technical support requests from end users, including College employees and students, to facilitate effective and secure access to District supported technology resources. Incumbents troubleshoot, move, add, replace, repair, configure and maintain multi-platform computer hardware and software, computer peripherals, audio-visual and multimedia equipment, and other information technology equipment.

Our ideal candidate will possess significant experience troubleshooting, moving, adding, replacing, repairing, configuring and maintaining computer hardware and software and computer peripherals. The individual will stay updated on new technologies, such as new software, operating systems, and hardware. The selected candidate will be able to maintain a high level of customer service in a high volume, fast-paced environment, and will have excellent critical thinking and fact-finding skills needed to dissect problems and identify the root causes of user issues. The candidate will have experiencing using common office communication tools such as Microsoft Teams, Outlook, and SharePoint to effectively coordinate with users, colleagues and management to ensure a shared understanding of IT issues across stakeholder groups. Experience performing basic troubleshooting and maintenance of audio-visual equipment is desirable, but not required.

Essential Duties 

Provides broad end user technology support and training to facilitate access to District systems, computers, software, audio visual equipment and peripherals by responding to user requests in-person, by phone, and electronically; provides timely response and resolution to requests and escalates issues to appropriate information technology personnel as needed.

Performs moves, adds, changes, repairs, testing and maintenance of software and IT hardware including computers, monitors, scanners, speakers, and other peripheral devices at all college locations including employee offices, computer labs, and classrooms to provide end users with current and consistent access to hardware and software.
 
Maintains and troubleshoots basic audio-visual equipment issues, including podium PCs and peripherals; transports, sets up, and operates audio/video equipment for District activities; coordinates efforts with other College personnel and refers as needed.
 
Creates new images from scratch using appropriate scripting, security, management and deployment tools for smaller, moderately complex ad-hoc deployments using applicable applications.
 
Performs hardware decommissioning activities and ensures hard drives are securely wiped or shredded according to established processes; updates and maintains department records, including hardware and software license inventory, and internal and customer-facing knowledge base/support resources.
 
Diagnoses basic network problems by visually inspecting connections and using basic tools (e.g., ping) to check connectivity; escalates problems to appropriate information technology personnel as needed.
 
Develops technical and procedural documentation as needed. 
 
Assists in hiring and training student workers; schedules work hours and provides work direction to student workers.
 
Performs other related duties as requested or assigned.
 
Examples of essential duties are descriptive and not restrictive in nature and are generally listed in descending order of importance.

Minimum Qualifications

Education Requirement:

Associate’s degree in computer science or a related field. 
 
Experience Requirement:
Two years of experience installing and maintaining computer hardware, software and peripherals in a multi-user, networked environment, or two years of experience providing technical support for the set-up and maintenance of audio/video equipment.
 
Education/Experience Equivalency:    
Experience and/or education of the same kind, level and amount as required in the minimum qualifications may be substituted on a year-for-year basis.
 
Licensure and/or Certification:
A valid driver license.