User Support Specialist I

MAIN RESPONSBILITIES:

Front Line, Tier 1 & 2 Support - 60%

• Provides frequent, clear, direct, and professional communication with students, faculty, and other staff.

• Works closely with the User Support team and Help Desk Supervisor toward the prompt and complete resolution of Help Desk tickets.

• Performs tier 1 and 2 troubleshooting, technical assistance and support on various software applications, hardware, and lab printers.

• Provides technical support for classes scheduled in the computer labs.

• Provides direct in person tech support for walk-ins at the Tech Office. 

• Provides remote support to students and faculty via zoom or telephone.

Computer Lab/Technical Maintenance - 30%

• Ensures computing facilities are clean, orderly, and functional.

• Ensures lab printers and plotters are stocked with paper, toner, and are functioning properly.

• Assists with the planning, installation, management, and maintenance of Academic technologies college wide. 

• Helps to install new software and hardware including printers and other related peripheral hardware in computer labs.

• Assists with computer deployment, configuration, security, and patching solutions.

• As directed by the System Administrator, Associate Director or other staff, performs routine OS and software updates.

• Helps maintain departmental inventory for computers, hardware and software, keeping current records including purchase price, serial numbers, warranties, equipment specifications, equipment location, software license agreements and version numbers, etc.

• Troubleshoots computer lab A/V equipment outside of Media Center hours.

• Assists System Admin or other staff in testing and troubleshooting. 

User Training & Communications - 5%

• Documents projects and helps to write user instructions.

• Maintains computer lab Portal pages to ensure information is up to date.

• Provides individual or group instruction and training to students and faculty on computer hardware and CCA provided tech services.

• Performs additional duties as required.

MINIMUM QUALIFICATIONS:

• Excellent and demonstrable customer service / communication skills are required.  

• 1-2 years experience as a computer technician, installing and maintaining hardware, software and peripherals or providing technical support to individuals is required, preferably in an academic environment. 

• BA degree in computer sciences or digital art related field preferred, may substitute equivalent work experience and training. 

• Familiarity with current versions of Macintosh OS, Microsoft Windows, Google Apps, client/server/cloud applications, basic computer networking concepts, Internet software and protocols required.

• Strong interpersonal and communication skills, both written and oral are required.

• Previous experience working successfully in a collaborative setting is preferred.

• Previous work experience in an academic setting is preferred. 

An ideal candidate is:

• Comfortable working with a small team of highly technical individuals in a high pressure, customer service focused unit. 

• A self-motivated individual who can juggle many projects at once, including time-management and prioritization of workflow.

• Able to support non-technical persons with technical issues, and able to explain computing concepts to users in a clear, supportive, and easily understood manner. 

• Has excellent attention to detail and routine daily functions, as well as the ability to keep focused and productive with long-term projects in a job with frequent interruptions.

This position is primarily indoors, but involves going to various locations on campus, lifting 40 lb rolls of plotter paper, and various other activities on stepladders or under desks.