Technical Support Specialist II

Job Summary

Provide technical support to computer users by analyzing and resolving computer hardware and software problems and installing computer hardware, software, and components/devices throughout the district. In-person work on campus is an essential function of this position.

Essential Functions

Utilize Microsoft System Center Configuration Manager (SCCM) and Microsoft Intune for device imaging, software deployment, policy enforcement, and configuration management.

Manage and implement security patches, regular software updates, and driver deployments using Mobile Device Management (MDM) systems.

Administer and support Group Policy Objects (GPO) to enforce global security, desktop, and software policies across organizational units. Provide technical support to the Service Desk and Technical Support Services with troubleshooting solutions to resolve computer hardware/software problems in person, via telephone, or through remote assistance.

Provide users with comprehensive technical support and initial training. Provide ad-hoc support, diagnosis, and problem solving of hardware, software, printers, imaging equipment, and network issues across both Windows and Mac/iOS environments.

Research technical manuals, confer with senior staff and users, make recommendations that embody the Information Technology department and college Vision Statement. Conduct computer diagnostics to resolve problems and provide technical assistance and support, including hardware maintenance, software/peripheral installation, and equipment registration.

Maintain records of daily transactions, problems, and remedial actions taken. Develop training materials and procedures. Assist in developing, implementing, and modifying operational practices, goals, and objectives.

Investigate packaged software or hardware solutions. Evaluate, test, and recommend acquisitions and alternative solutions and coordinate acquisition and installation.

Perform other duties as assigned.

Qualifications

Required Qualifications:

1. Bachelor’s Degree and three (3) years of related experience or an equivalent combination of education and experience which demonstrates possession of the required knowledge, skills, and abilities.

NOTE: A copy of the transcript reflecting this required education MUST be submitted for consideration and reflect completed coursework and degrees conferred. The candidate must be fully qualified for the position at the time of application.

2. Experience in critical analysis and problem-solving of complex software/hardware systems.

3. Experience troubleshooting imaging and printing systems, desktop communications software, and customer and personal computer service.

4. Experience using a personal computer, multi-meters, RAM testers, printers, and network analyzer.

5. Experience using a variety of spreadsheets, word-processing, databases, e-mail, presentation software, antivirus/malware software, and performance utilities.

6. Strong analytical skills.

7. Effective organizational and conflict resolution skills.

8. Ability to conduct training.

9. Strong interpersonal, written, and oral communication skills.

Special Conditions:

1. This is a security-sensitive position as defined under the Texas Education Code, Section 51.215; the successful applicant will be required to undergo a criminal background check, as permitted and/or required by applicable law, and in accordance with the college’s policies.

2. Extension of application deadline.

Other Requirements

Individuals desiring consideration MUST complete and submit an EPCC Application for Employment on-line by the announced deadline.

COPIES OF ACADEMIC TRANSCRIPTS MUST BE uploaded with the application. CURRENT EMPLOYEES ARE ALSO REQUIRED TO UPLOAD THEIR TRANSCRIPTS WITH EACH SUBMITTED APPLICATION; TRANSCRIPTS IN PERSONNEL FILES CANNOT BE ACCESSED BY EVALUATORS FOR THIS PURPOSE. APPLICATIONS SUBMITTED WITHOUT TRANSCRIPTS WILL NOT BE CONSIDERED. Only documents stating 'Transcript' or 'Unofficial Transcript' will be accepted. Other documents (Degree Audit, Degree Summary, Program Summary, etc.), uploaded in lieu of transcripts will not be accepted.

If you are unable to attach your transcripts to your application, please mail your transcripts to El Paso Community College, Employment Services, P.O. Box 20500, El Paso, TX 79998. Mailed documents MUST include the position title and posting number for this position vacancy.

A letter of application, resume, letters of recommendation, and other supporting documents are optional but highly encouraged and may be submitted on-line with the application form or forwarded to the Human Resources Department at El Paso Community College, Employment Services, P.O. Box 20500, El Paso, TX 79998. Mailed documents must be received by the application deadline. Documents received after the application deadline will not be accepted.

Copies of transcripts must reflect completed coursework and conferred degrees. All academic coursework and degrees must be from an accredited college or university or be certified by an acceptable agency that the institution is recognized by the appropriate governmental agency in its home country (this is generally stated in the degree evaluation).

Transcripts issued in a language other than English must be accompanied by a full translation (word for word) by a current member of the National Association of Credential Evaluation Services (NACES). Additionally, each foreign transcript must be evaluated for equivalency to United States accredited coursework.

Applications containing foreign transcripts that are not accompanied with the above required documentation will not be considered.

Out-of-town candidates invited for an on-campus interview will be reimbursed for one-half of the transportation cost for travel performed within the United States. The College will arrange and pay for up to two nights lodging.

In accordance with federal law and as a condition of employment, the successful candidate must furnish documentation verifying employment authorization eligibility and identity before being employed.

The El Paso Community College County District does not discriminate on the basis of race, color, national origin, religion, sex, age, disability and veteran status.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to sit, use hands to handle or feel, and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee is occasionally required to stand, climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift or move up to 10 pounds and occasionally lift or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.