PC Technician Help Desk Admin

To be considered for this position, you must fill out an application on our website at www.brunswickcc.edu

Under general supervision, the purpose of the position is to provide technical support of application and networking software and computer hardware for Brunswick Community College. Employees in this classification perform technical work and some public relations work. Position is responsible for performing software and hardware installation and maintenance; diagnosing computer problems; and documenting and tracking work requests. Position also facilitates faculty by providing technology support for the classroom. Performs related work as directed.

ESSENTIAL JOB FUNCTIONS

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

· Research and troubleshoot issues reported by faculty, staff, and students in a timely manner, while keeping users informed of progress and updates throughout the resolution process.

· Assists faculty and staff in matching desired computer functions with available resources. Researches and recommends appropriate technology purchases supporting identified educational and college needs to CIO.

· Proficient in ticketing systems; experienced in managing escalations, tiered support, and proper assignment routing, with a strong focus on detailed documentation of tickets and resolutions.

· Proficient with administration of Microsoft Office 365. Knowledgeable in managing Teams, SharePoint, OneDrive, and related services.

· Assists Systems Administrator with account creation and maintenance in Active Directory, and Azure environments.

· Assists Network Security Administrator in managing and maintaining multifactor authentication and Outlook services for faculty, staff and students.

· Supports upkeep of hardware, software, and media technology across main campus and remote sites, including installation and maintenance of computers, peripherals, and related software.

· Oversees and maintains the Softdocs document management system, with a primary focus on user account management and maintaining forms and workflows. Provides technical support to end users and serves as the liaison between BCC and Softdocs Inc to coordinate updates and conversions.

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· Assists the Infrastructure Administrator with recycling procedures and inventory control by utilizing the inventory management system to track, update, and organize equipment and supplies.

· Coordinates work study student onboarding and scheduling.

· Interacts and communicates with various groups and individuals including immediate supervisor, co-workers, staff, and the general public.

While the following tasks are necessary for the work of the unit, they are not an essential part of the purpose of this position and may also be performed by other unit members.

Performs related duties as directed.

Associate’s degree with course work emphasis in microcomputer systems technology, networking, or related field; supplemented by one to two years previous experience and/or training involving technical support of personal computers and peripherals; or an equivalent combination of education, training, and experience.

Physical Requirements: Tasks involve the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which involves some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (up to 20 pounds) and occasionally heavier weight (up to 50 pounds). Tasks may involve extended periods of time at a keyboard or workstation.

Data Conception: Requires the ability to compare and/or judge the readily observable functional, structural or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.

Interpersonal Communications: Requires the ability of speaking and/or signaling people to convey or exchange information. Includes receiving direction and instruction from supervisor.

Language Ability: Requires ability to read a variety of policies and procedures, technical manuals and diagrams, etc. Requires the ability to prepare technical reports and diagrams, records, etc. with proper format, punctuation, spelling and grammar, using all parts of speech. Requires the ability to speak with and before others with poise, voice control and confidence.

Intelligence: Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts and draw valid conclusions; and to deal with several abstract and concrete variables. Requires the ability to learn and understand relatively complex principles and techniques; to make independent judgments in absence of supervision; to acquire knowledge of topics related to primary occupation. Must have the ability to comprehend and interpret received information.

Verbal Aptitude: Requires the ability to record and deliver information, to explain procedures, to follow and give verbal and written instructions; and to teach co-workers. Must be able to communicate effectively and efficiently in a variety of technical and/or professional languages including computer technology, computer networking, computer programming, etc.

Form/Spatial Aptitude: Requires the ability to inspect items for proper length, width and shape, and visually read various information.

Motor Coordination: Requires the ability to coordinate hands and eyes using office machinery to operate motor vehicles.

Manual Dexterity: Requires the ability to handle a variety of items, keyboards, office equipment, control knobs, buttons, switches, catches, tools, etc. Must have moderate levels of eye/hand/foot coordination.

Color Discrimination and Visual Acuity: Requires the ability to differentiate colors and shades of color; requires the visual acuity to determine depth perception, peripheral vision, inspection for small parts; preparing and analyzing written or computer data, etc.

Interpersonal Temperament: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with emergency situations or tight deadlines. The employee may be subject to danger or risk to a slight degree or to tension as a regular, consistent part of the job.

Physical Communications: Requires the ability to talk and hear: (talking: expressing or exchanging ideas by means of spoken words; hearing: perceiving nature of sounds by ear).

The work performance of non-supervisory personnel of Brunswick Community College is routinely evaluated according to the performance criteria outlined herein:

Knowledge of Job: Has thorough knowledge of the methods, policies, and procedures of the Information Technology Department as they pertain to the performance of duties of the Personal Computer Technician/Evening Facilitator. Has considerable knowledge of principles and practices of providing technical support to Brunswick Community College. Has working knowledge of the laws, ordinances, standards, and regulations pertaining to the essential duties and responsibilities of the position. Has knowledge in the areas of computer / network technology and maintenance, information systems management, communications technology, etc. Is able to provide effective user assistance. Is skilled in troubleshooting and resolving hardware and software problems. Is able to install new equipment and systems. Has knowledge of the standard tools, materials and practices of the industry. Is skilled in the care and use of required tools and equipment. Is able to read and interpret technical materials pertaining to the responsibilities of the job. Is able to assemble and analyze information and make written reports and records in a concise, clear and effective manner. Has working knowledge of the organization of the department, and of related departments and agencies. Has clear knowledge of any occupational hazards and adheres to any safety precautions inherent in performing the essential functions of the work. Has working knowledge of terminology and related professional languages used within the department as they pertain to work responsibilities. Has knowledge of how to maintain cooperative and effective relationships with intra- and interdepartmental personnel, as well as any external entities with which position interacts. Has working knowledge of CISCO VOIP, Wisetrac inventory software, and Softdocs document imaging systems. Must be able to provide support to all end users for these servers and services.

Professional Development: Maintain working knowledge of current technologies and support techniques/tools. Research and test advancing technologies in preparation of potential use. Enroll and complete at least two (2) professional development training seminars annually pre-approved by the CIO of Information Technology.

Quality of Work: Maintains high standards of accuracy in performing duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains quality communication and interaction with intra- and interdepartmental personnel, and any external entities with which position interacts.

Quantity of Work: Performs described Essential Functions and related assignments efficiently and effectively in a manner to produce a quantity of work which consistently meets established standards and expectations.

Dependability: Assumes responsibility for completion of assigned functions. Completes assigned work within established deadlines in accordance with directives, policies, standards, and prescribed procedures. Maintains accountability for assigned responsibilities in the technical, human and conceptual areas.

Attendance: Attends and remains at work regularly and adheres to policies and procedures regarding absenteeism and tardiness. Provides sufficient notice to upper management with respect to vacation time and leave requests.

Initiative and Enthusiasm: Exhibits an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be accomplished, and initiates appropriate and acceptable action for the completion of work with a minimum of supervision and instruction.

Judgment: Exercises analytical judgment in areas of responsibility. Identifies issues or situations as they occur and specifies decision objectives. Identifies or assists in identification of alternative solutions to issues or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advisement where appropriate, and researches issues, situations, and alternatives prior to exercising judgment.

Cooperation: Accepts supervisory and managerial instruction and direction, and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences is justified, i.e., poor communications, variance with established policies and procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation both intra- and interdepartmentally.

Relationships with Others: Shares knowledge with managers, supervisors and co-workers for mutual benefit. Contributes to maintaining high morale among all employees. Develops and maintains cooperative and courteous relationships both intra- and interdepartmentally, and with external entities with whom position interacts. Tactfully and effectively handles requests, suggestions, and complaints in order to establish and maintain good will. Emphasizes the importance of maintaining a positive image.

Coordination of Work: Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion for work elements, and establishes a personal schedule accordingly. Attends required meetings, planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedules. Conveys ongoing configuration status across shift changes. Communicates using Help Desk tickets appropriately.

Safety and Housekeeping: Adheres to all established safety and housekeeping standards, to include regulatory entities. Ensures such standards are not violated.

Brunswick Community College is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Brunswick Community College will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Job Type: Full-time

Pay: $32,476.00 - $48,716.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person

Salary : $32,476 - $48,716