GENERAL STATEMENT OF RESPONSIBILITIES:

Provide technical assistance, support, and advice to clients and other users. This includes oversight of the College's computer labs, fielding telephone calls and e-mail messages from clients who are seeking guidance on technical problems, assessing users' issues and mapping out solutions to those issues, and providing ongoing training for instructors in the use of multimedia equipment.

EXAMPLES OF DUTIES:

• Navigate Windows Operating Systems.
• Provide Tier 1 Help Desk services and computer lab support.
• Troubleshoot and solve technical issues.
• Provide clear, accurate, and tactful support and advice to clients and other users verbally and in writing.
• Log and update tickets in the College's Help Desk software.
• Apply Active Directory knowledge; reset passwords.
• Provide Audio Visual (AV) support including assisting with set up of video and audio equipment, troubleshooting, and pickup.
• Log tickets for lab hardware and software issues.
• Follow documented processes and procedures.
• Perform other duties as assigned.

MINIMUM QUALIFICATIONS:

• One year of full-time or equivalent part-time experience in technical work supporting research, instructional or experimental activities or any equivalent combination of the required experience and the following substitution: Associate or higher degree with a major in a directly related scientific or technical field such as, computer science may be substituted for the required experience. (Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.)
• Proficient with Windows 7 and later operating systems.
• Active Directory knowledge.
• Excellent hardware and software troubleshooting and problem solving skills.
• Strong verbal and written communication skills.
• Ability to utilize word processing, spreadsheet, presentation and graphics software.
• Knowledge of the areas of audio, video and multimedia production/presentation technologies and equipment systems.
• Knowledge of the safety practices and procedures observed when using desktop computers.
• Proactive and self-driven with ability to work independently with minimal supervision and ability to prioritize effectively.
• Demonstrated positive work attitude, strong customer service skills, and ability to work collaboratively in a team environment.
• Solid interpersonal skills with the ability to work effectively with people of all levels of information technology expertise and with a wide range of constituencies and organizational relationships.

PREFERRED QUALIFICATION:

One year of full-time or equivalent part-time professional experience in the area of technical support.

Equivalency Statement

Applicants who do not meet the qualifications as noted above are encouraged to put in writing precisely how their background and experience has prepared them with the equivalent combination of education, training, and experience required for the responsibilities of this position.

COMPENSATION: $833.68/week; 37.5 hours/week (Grade 13, Step I). Full time, AFSCME Unit Position; includes participation in a comprehensive employee benefits program. Candidates may qualify for placement above entry-level salary if currently employed in the State system. A copy of the full State Classification Specification for Technical Assistant II is available in the Office of Human Resources, or at www.mass.edu.

APPLICATION DEADLINE: July 23, 2023

Please visit our website at www.capecod.edu for information on Cape Cod Community College.

This appointment is subject to the FY2024 budget appropriations.

Appointment subject to SORI (Sex Offender Registry Information), publicly-accessible Massachusetts CORI (Criminal Offender Record Information) and national background checks.

The College does not provide any measure of assistance for applicants who do not have the ability to work in the United States.

Cape Cod Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran status, genetic information, gender identity or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statues and College policies. The College prohibits sexual harassment, including sexual violence. Inquiries or complaints concerning discrimination, harassment, retaliation or sexual violence shall be referred to the College's Affirmative Action/Title IX Coordinator, the Massachusetts Commission Against Discrimination, the Equal Employment Opportunities Commission or the United States Department of Education's Office for Civil Rights.