GENERAL FUNCTIONS :

The Technology Support Assistant (TSA) is responsible for overseeing the functioning of the main campus academic computer labs and providing technology support for students, faculty, and staff. This includes ensuring that the equipment in the computer labs is operating properly, software is correctly configured, and the labs are monitored. Additionally, the TSA assists with the maintenance and configuration of the college's infrastructure from desktop to network including security.

SPECIFIC RESPONSIBILITIES :

Act as a primary technology support contact for assigned departments.

Install and maintain college hardware and software for students, faculty, and staff.

Provide technology support to students, faculty, and staff, including but not limited to: PC and Mac troubleshooting and support, Microsoft applications troubleshooting and support, basic printer troubleshooting and support, smart classroom technology support.

Manage customer requests using campus ticketing system and provide support for systems and team services.

Support and Maintain Loaner Laptops provided by GCC.

Contribute to the knowledge base documentation for both internal team and faculty, staff, and student services.

Assist with the hiring, supervision, and training of a student-run HelpDesk.

Lead in-house computer training classes to faculty and staff, as skills and time permit.

Assist with security of the campus network and computer systems.

Assist with the development of training functions, development of computer services policies and procedures, development of bid specifications for procurement of system hardware and software, research, development and implementation of new software and hardware technologies.

Maintain an accurate and up to date hardware a software inventory.

Work collaboratively with all Computer Services staff for maintenance, problem resolution, and upgrade.

Preforms related duties assigned by the Manager of User Services

QUALIFICATIONS :

Education

Associate's degree required. Degrees in Computing or Information Technology or related fields preferred.

Experience

1 year with Associate's Degree. Degrees in Computing or Information Technology Support preferred. Desirable certifications: A , Network , CCNA, or HDI Helpdesk Advanced Support Technician. Team Lead or supervisory experience is preferred.

Special Skills

Excellent written and oral communication and presentation skills; documented and demonstrated customer service orientation; experience with student information systems such as Banner/Brightspace; high level proficiency using MS365 suite of products (Word, Excel, PowerPoint, Outlook, Teams); strong understanding of both MacOS and Windows operating systems; strong organizational skills; ability to maintain flexible work schedule to accommodate service demands, including some evenings and weekends; demonstrate ability to be approachable, customer focused, adaptable, and patient; ability to learn new technical skills quickly; ability to work independently to prioritize tasks and problem-solve; ability to function at a high-level in a fast-paced environment; ability to collaborate with multiple teams; ability to lift 50lbs, stand, bend, stoop, and sit for long periods of time (with or without reasonable accommodations); Must demonstrate commitment and ability to work effectively with a diverse group of students, faculty, staff, and constituents in support of campus and department mission; is mindful of and develops accessibility solutions that can accommodate all individuals to use GCC facilities without barriers, both digitally and physically.

SALARY AND CONDITIONS OF EMPLOYMENT:

This is a full-time position at 35 hours per week. Compensation is at a rate of $45,479.15 annually. Occasional evening and weekend hours may be required.

BENEFITS:

NYS Retirement

Comprehensive Health and Dental Insurance through Independent Health and Delta Dental

FSA

20 days' vacation, 24 sick, 4 personal days and 14 holidays annually

May use up to 10 sick days for family illness

GCC Tuition Waiver for employee and dependents

SUNY Tuition assistance at 4-year institutions

May apply for Flexible Work Arrangement after 90 days of service

Access to the Employee Assistant Program (EAP)

Access to the fitness center, pool, studio, walking trails and more at the Richard C. Call Arena