What are the responsibilities and job description for the IT Support Specialist position at HireQuestNW?
Position Description:
IIT Support Specialist (Information and Instructional Technology Support Specialist)
Position Goal: This position provides direct tier 1 support, Instructional Technology and Informational Technology. The Instructional Technology support aspect of the position provides technical support to Faculty, Administration, and staff in the utilization of classroom technology, configuring and maintaining web-enhanced and virtual courses, provide technical assistance for the course staging process, and online testing. The Information Technology aspect of the position provides desktop support to campus leadership, local faculty, staff and students with quality customer service, support, tools, and training needed to meet their educational goals. This position will be the primary technology service provider for the campus (with escalation support from IT Services) via email, telephone, ticketing system, and remote desktop.
Position Responsibilities:
1.Provide technical assistance to end users primarily during normal business hours (some after hours and overtime work required).
2.Provide support for computerized testing and instructional classroom technology.
3.Support for applications utilized by faculty in the delivery of online, virtual, and web-enhanced courses.
4.Provide direct support to faculty for hosting web conferences.
5.Answer questions and troubleshoot computer, phone, and network problems for users in person, or via telephone or remote access, using basic trouble ticketing software.
6.Provide assistance in the use of computer hardware and software, including printing, installation, word processing, spreadsheets, email, operating systems, network and wireless connections, and provisioning mobile devices.
7.Provide support with user account management and permissions for employees and students.
8.Provide desktop application support for Windows, Microsoft Office, and various software applications.
9.Assist IT team with inventory, asset management, documentation, and utilization tracking.
10.Maintain computer, network, phones, and audio-visual technology in classrooms, labs, libraries, conference rooms, and offices.
11.Install, configure, and maintain Windows operating systems and desktop applications.
12.Direct faculty to current technical and college-wide resources (i.e., Online Library, LMS, Screencast-O-Matic, ERC, etc.).
13.Create technical support and “How-To” video to assist faculty and students.
Position Requirements
Education: Associate degree in Information Technology or related field. Extensive experience and applicable IT certifications may be substituted for education on a case by case basis.
Experience: Minimum two years’ experience in IT desktop support, customer service, helpdesk, and general technology support.
Skills/Special Qualifications: Customer satisfaction- and service-oriented; good interpersonal, typing, and verbal/written communication skills; good prioritization and multitasking skills; fast, solid learner and team player; professional, self-motivated, and trustworthy; good diagnostic, analytic, and troubleshooting skills; detail-oriented, reliable and dedicated. Excellent PC hardware, software, and audio-visual technology knowledge; Microsoft networking skills required including basic knowledge of Microsoft Active Directory and Outlook; A , Network , MCSP, and similar IT industry certifications a plus
Physical/Mental Demands & Work Environment: Ability to lift, move, and carry typical IT hardware up to 30 pounds.