What are the responsibilities and job description for the PC Technician Help Desk Administrator position at Brunswick Community College?
General Function
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 Duties and Responsibilities
- 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.
- 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.
ADDITIONAL JOB FUNCTIONS
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.
Minimum Qualifications
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.
Preferred Requirements
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).
BCC is an Equal Opportunity Employer