GENERAL FUNCTIONS:

The Technology Support Specialist (TSS) 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 TSS 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 knowledgebase 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

EDUCATION:

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

EXPERIENCE:

Five (5) years with an Associates (Three (3) with a Bachelors) experience in Computing or Information Technology Support. Desirable certifications: A , Network , CCNA, or HDI Helpdesk Advanced Support Technician. Team Lead or supervisory experience is preferred.

KNOWLEDGE SKILLS AND ABILITIES:

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.

RELATIONSHIPS:

The TSS functionally reports to the Manager of User Services, works with other Computer Services staff in performing maintenance and software installations, is encouraged to mentor students in the student computer repair club, works with faculty/staff for day-to-day functionality of the computer labs, and coordinates activities with various departments on campus. Occasional evening and weekend hours are required. Occasional travel to off-campus sites is required.

SALARY AND CONDITIONS OF EMPLOYMENT:

This is a year-round appointment including summers. Salary, benefits, and conditions of employment are as set by the GEA contract. Evening and weekend hours may be required.