Technical Support Specialist II

Recommends and/or performs complex or remedial actions to correct problems; provides support at user locations or remotely using diagnostic and remediation technology and tools. Installs, modifies, and makes repairs to personal computer hardware and software systems. Consult with department managers and end-users regarding general College operations, software systems, and technical issues. Provides training for end-users.

POSITION SUMMARY

Responsibilities include but are not limited to:

• Recommends and/or performs complex or remedial actions to correct problems; provides support at user locations or remotely using diagnostic and remediation technology and tools to install, modify or make repairs to computer hardware and software.
• Lead and manage projects from inception to completion, ensuring accountability for timelines, deliverables, and outcomes.
• Supervises and supports major computer system and laptop deployment and projects while supervising other technical support staff and/or student workers; coordinates activities with affected end-user departments including in-person registration setup, breakdown, and progress reporting.
• Troubleshoot common desktop support issues and document both problems and solutions in the call tracking/problem management system.
• Provides timely problem request status updates and overall progress tracking.
• Tests and evaluates proposed hardware and software to determine efficiency, reliability, and compatibility with existing computer systems, peripherals, and the network.
• Responsible for assigned desktop applications and Windows, Apple and Google administration responsibilities.
• Facilitates the desktop standards committee meetings and provides coordination support for large computer deliveries and installation.
• Performs additional tasks or duties as assigned.

SPECIAL SKILLS AND QUALIFICATIONS

Education: High school degree or GED required. Associate’s Degree preferred.

Experience: Minimum of 2 years of related experience or 2 years at a technical school, or a combination of both to equal 2 years.

KNOWLEDGE, SKILLS AND ABILITIES: Demonstrates an understanding of the College’s mission and practices an open door policy.

• Possess strong working knowledge in desktop systems; both hardware and software; Proficiency in the use of Windows, Mac OS X, iOS, and Chrome OS operating systems
• Ability to answer phones in a busy call center environment
• Resolve technical issues over the phone and in-person
• Accurately enter trouble tickets into ticketing system
• Must have demonstrated ability to employ a balanced and positive approach to all work activities and work collaboratively across various constituencies of the College and with vendors and external constituencies
• Technologically proficient in common office desktop software and familiar with cloud-based computing and collaborative platforms and software.
• Exhibits strong skills in communication, customer and student focus, building relationships, organizing, and planning

PHYSICAL REQUIREMENTS

• Must regularly be able to lift and carry small packages of up to 10 pounds. May occasionally be required to lift and carry boxes weighing up to 50 pounds.

SALARY AND BENEFITS

• Annual Salary is $53,500-$57,000
• NJ Educators Health Plan with free Vision and Dental. NJ State Pension plan.
• 15 vacation days, 15 sick days, 4 personal days, 2 floating holidays, all designated holidays and 5 non-designated holidays a year. 3 Partial Sick Days.

Bergen Community College provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.