Specialist, Information Technology Support - Temple, United States - Temple College

Temple College
Temple College
Verified Company
Temple, United States

3 weeks ago

Mark Lane

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Mark Lane

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Description

Position Summary & Essential Duties:


  • The following duties, responsibilities, Knowledge, Skills and Abilities (KSA's), and physical requirements are intended to describe the general nature and level of work being performed. The information listed below is not intended to be construed as a complete listing of all duties, responsibilities, KSA's, and physical requirements required of this position since changes to the position may occur at any time or additional requirements that may be added over the course of time._

SUMMARY:

Under general supervision of the Director, Information Technology Support, the incumbent provides exceptional contemporary customer service and information technology support to College faculty, staff, administrators, and students in person, remotely, via printed or web


Qualifications (Required and Preferred):


MINIMUM EDUCATIONAL AND WORK REQUIREMENTS (MINIMUM QUALIFICATIONS):

CERTIFICATION OR LICENSES
None


PREFERENCES:


  • CompTIA A+ certification
  • MSCE certification(s).
  • Associate's or Bachelor's degree in Information Technology or related field.
  • Previous work experience in higher education.

Job Duties and Responsibilities:


The incumbent:

  • Diagnoses, resolves, reports, and tracks PC, mobile, telephone, A/V or other technology hardware and software problems.
  • Interacts with endusers to determine needs and priorities.
  • Provides enduser support through one or several means: on site diagnosis, group training, software or hardware problem resolution, analysis of existing documentation, etc.
  • Shares relevant information with team members and/or endusers that may be affected.
  • Actively participates in informal or formal group problem solving with regard to immediate issues.
  • Develops and maintains good working relationships with both endusers and colleagues, individually and as teams.
  • Effectively interacts with team members and endusers, employing an appropriate communication style.
  • Extracts information (from endusers; from documentation; from industry literature) required to deal with the situation at hand. Seeks additional information to enhance understanding.
  • Participates in the deployment of new software and technology.
  • Maintains and update assigned work tickets on a daily basis.
  • Mentors and cross trains team members on existing and new technologies.
  • Crosstrains with IT Infrastructure and Network team and serves as a backup and/or additional support for the IT Infrastructure and Network Team.
  • Serves as a backup or additional support for the Help Desk Specialist.
  • Demonstrated decision making guided by general instructions and practices requiring interpretation.
  • Performs other duties as assigned.

SOCIAL CONSTRUCTS REQUIRED OF POSITION**:


  • Display empathy and positive regard for others in written, verbal and nonverbal communications.
  • Work with colleagues and students by practicing punctuality, respect for deadlines, collaborative problem solving, and honest communication.
  • Be friendly and collegial with coworkers, faculty, students, staff, and visitors to the campus.
  • Build trusting relationships by acting with integrity, courtesy, and responsibility, even in the face of stress or demanding workplace conditions.
  • Maintain proficiency as needed and approved by attending training, reading jobrelated materials, and meeting with others in area of responsibility.
  • Dress appropriately for a workplace with frequent customer service interaction and community outreach.
  • Meet all required standards

Knowledge Skills and Abilities & Physical Demands:


KNOWLEDGE:


  • Working knowledge of College's vision, mission and values.
  • Strong understanding and knowledge of Windows, Mac, Linux, and Unix operating systems.

SKILLS:


  • Excellent contemporary customer service skills
  • Excellent oral and written communication skills.

ABILITIES:


  • Ability to maintain current knowledge of emerging information technology trends and developments.
  • Ability to analyze, identify, troubleshoot, prioritize and resolve a wide range of technical problems.
  • Demonstrated ability to communicate with and work well with all levels within an organization specifically working effectively within the culture and processes used in educational organizations.
  • Ability to analyze relationships between problem components and prioritizes them. Draws on experience and knowledge of available resources (manuals, colleagues, vendors, etc.) to find solutions.
  • Demonstrated ability to suggest ways to improve team's work methods and procedures.
  • Ability to seek input from others and actively invites them to review his/her work or ideas at draft stage.
  • Ability to serve as an example with regard to quality of work.
  • Ability to meet established deadlines and work standards.
  • Ability to analyze/identify problems and recommend solutions.

PHYSICAL EFFORT:

Medium physical activity that may include lifting, pushing, pulling of obj
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