Salary: $45,000.00 - $55,000.00 Annually
Location : 2600 South First Street Temple, TX
Job Type: Full-Time (Staff)
Job Number: 00310
Division: Information Technology Services
Department: Information & Technology Srvcs
Opening Date: 04/17/2024
Closing Date: Continuous
FLSA: Non-Exempt
Salary Grade: Professional
Work Schedule: 8:00 AM to 6:00 PM Monday through Thursday with an hour lunch break. 8:00 AM to 12:00 PM on Friday.Work hours may be flexed to meet the needs of the department.This is an on-site position. Essential duties of the role must be performed in-person, during prescribed work hours.
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- posted material, telephone, and e-mail. Analyzes, install, update, support and repair all computer hardware, software needs on all end-user, laboratory and classroom technology at the College. Works closely with other teams within ITS department to analyze and configure the required hardware and software needs of each department, employee, or laboratory.

Qualifications (Required and Preferred)

MINIMUM EDUCATIONAL AND WORK REQUIREMENTS (MINIMUM QUALIFICATIONS):
Bachelor's degree in Information Technology or related field or Associate's degree or higher degree and two (2) years directly related work experience or High School diploma/High School equivalency and three (3) years directly related work experience. Directly related work experience must be in an IT support role, including hardware, software, web-applications service desk, and/or other end-user products and systems.
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 end-users to determine needs and priorities.
• Provides end-user 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 end-users 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 end-users and colleagues, individually and as teams.
• Effectively interacts with team members and end-users, employing an appropriate communication style.
• Extracts information (from end-users; 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.
• Cross-trains 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 non-verbal communications.
• Work with colleagues and students by practicing punctuality, respect for deadlines, collaborative problem solving, and honest communication.
• Be friendly and collegial with co-workers, 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 job-related 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.
• Strong understanding and knowledge of instructional and support software programs and applications (e.g. D2L, VidGrid, Library Management, etc.)
• Strong understanding and knowledge of Microsoft, Adobe and other common software office software and Internet end-user applications.

SKILLS:

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

ABILITIES:

• Ability to deliver technical customer support over the phone, in person, or via e-mail in a calm and professional manner.
• 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 explain technical subjects to non-technical as well as technical customers.
• 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 objects up to 50 pounds. Extended periods of reading, writing, bending, and sitting. Computer data entry.
WORKING CONDITIONS:
Work is normally performed in an office setting. Duties will require travel in personal or college owned vehicles. Evening and weekend work may be required.
WORK SCHEDULE:
8:00 AM to 6:00 PM Monday through Thursday with an hour lunch break.
8:00 AM to 12:00 PM on Friday.
Work hours may be flexed to meet the needs of the department.
This is an on-site position. Essential duties of the role must be performed in-person, during prescribed work hours.
HOURS REQUIRED PER WEEK:
40
TRS/ORP:
TRS only
SUPERVISOR OF:
None
DIRECT SUPERVISOR:
Director, Information Technology, Support
TEMPLE COLLEGE BENEFITS
To enhance the employment opportunity you may be seeking, Temple College offers a competitive array of benefit options to select from, some of which are fully paid for by the college. Listed below is a summary of benefits currently offered for full-time employees. Part-time employees are eligible for specific benefits on a pro-rated basis.

MEDICAL AND OPTIONAL INSURANCE COVERAGE BENEFIT OPTIONS

The Medical and optional insurance coverage benefit options listed below are offered through Temple College by the Employees Retirement System (ERS) of Texas. Please visit ERS at for further information.

• MEDICAL:
  Eligible full-time employees can choose from the following medical programs which begin the first day of the month following the 60th day of employment:
  • HealthSelect of Texas "Blue Cross Blue Shield" (PPO)
  • Consumer Directed HealthSelect "Blue Cross Blue Shield (HSA)

Medical plans include prescription coverage. Employee medical coverage monthly premiums are fully paid for by the college and the college pays for one-half (1/2) of the cost of dependent care coverage monthly premiums.

• OPTIONAL BENEFITS:

Dental (PPO and HMO), Vision, Optional Term Life Insurance, Voluntary Accidental Death and Dismemberment, Dependent Term Life Insurance, Short-term and Long-term Disability, Texa$aver (457 plan), TexFlex-Health and Dependent Care Reimbursement.
Optional benefits are employee paid but are offered at very competitive rates.
ANNUAL AND SICK LEAVE ACCRUALS

• ANNUAL LEAVE ACCRUALS:

Regular, full-time twelve (12) month faculty and staff accrue Annual Leave as follows:

• Years of Service : 0 through 5
  • Accrual Rate (Maximum Accrual Hours per Month) = 8
  • Accrual Rate (Maximum Accrual Hours per Year) = 96

Years of Service: 6 through 10

• Accrual Rate (Maximum Accrual Hours per Month) =10
• Accrual Rate (Maximum Accrual Hours per Year) =120

Years of Service: 10 plus years

• Accrual Rate (Maximum Accrual Hours per Month) =12
• Accrual Rate (Maximum Accrual Hours per Year) =144

Annual leave may be accrued up to a limit of 240 hours with special provisions allowing for annual accruals above that limit. Faculty with contracts less than 12 months do not accrue Annual Leave but are provided with 20 hours of personal time per fiscal year.

• SICK LEAVE ACCRUALS:

Faculty and Administrative Staff: Accruals of 8 hours per month. Sick Leave may be accrued up to a limit of 1040 total hours. Faculty with contracts less than 12 months will receive accruals during the summer semester if they instruct during that time.
ADDITIONAL INFORMATION

• HOLIDAYS: Recognized college holidays, in addition to Annual and Sick leave accruals, include Labor Day, Thanksgiving Break, Winter Break, Martin Luther King Day, Spring Break, Good Friday, Memorial Day and Independence Day.
• PAYROLL: Employees are paid by direct deposit through the last working day of the month. Actual deposits are paid on the last working business day of the month. All benefit deductions are taken at that time.
• RETIREMENT: Temple College is one of the few community colleges in the state of Texas to be permitted Federal Social Security deductions. Temple College is a Section 218 employer.

All regular employees are mandated by the Texas State Legislature to enroll in either the Teacher Retirement System (TRS) or the Optional Retirement Program (ORP) however, ORP participation is based upon position. All faculty members are eligible to participate in either TRS or ORP. A list of ORP providers is available.
Please visit TRS at for further information.

• Contribution:
  • Member: Teacher Retirement System (TRS) = 8.0% of annual salary
  • Employer: Teacher Retirement System (TRS) = 7.75% of member's annual salary

Contribution:

• Member: Optional Retirement Program (ORP) = 6.65 % of annual salary
• Employer: Optional Retirement Program (ORP) = 6.6% of annual salary

Tax Sheltered Annuities (TSAs) also known as Tax Deferred Annuities (TDAs) are available to all employees who are eligible to participate in the TRS/ORP retirement program and who wish to participate in this program. This participation is voluntary and contributions are made from the employee's salary. A list of providers is available.

• MISCELLANEOUS LEAVE: Family and Medical Leave (FMLA), Jury Duty, Bereavement, Deteriorating weather, and Military training.
• WORKERS COMPENSATION: If an employee is injured on the job, Temple College, through its Worker Compensation Program, pays all authorized hospital, nursing, and physician's fees. Additional benefits may be available.
• HOURS OF OPERATION:
  • Regular Schedule:
    • Monday - Thursday: 8:00 a.m. - 6:00 p.m.
    • Friday: 8:00 a.m. - 12:00 p.m.
• Summer Schedule:
  • Monday - Thursday: 7:30 a.m. - 6:00 p.m.