Support 3: Information Technology Help Desk

The Support 3: Information Techonlogy postition performs skilled technical level work and duties for Campus IT. Performs skilled level duties in support of college systems. Troubleshoots computer software and hardware. Performs complex maintenance and repair of computer software, hardware and peripherals. Administers and maintains computers, peripherals, and related software. Import, update, and maintain active inventory system for campus technology hardware. Evaluates and resolves incidents and service requests or escalates requests to other IT teams as necessary. Conducts on-boarding and on-the-job training for new Campus IT employees. Creates, maintains, and updates IT Knowledge Base articles.

The work schedule for this position is flexible and may include working evenings and weekends.

Duties and Responsibilities:

• Provides information, guidance and direction to College employees on technology systems, techniques, applications, utilities, operation, and uses of computer hardware, software and other related equipment
• Acts as technical lead for Campus IT staff responding to phone calls, emails, and service requests. Provides ticket escalation and routing assessment
• Conducts on-boarding and on-the-job training for new Campus IT employees
• Creates, maintains, and updates IT Knowledge Base articles
• Delivers direction on processes and procedures; schedules activities; and monitors workflow
• Maintains, repairs, and upgrades computers, peripherals, and classroom technology for daily use; maintains networking of computers and peripherals
• Utilizes enterprise tools, including, but not limited to; software management, image deployment, mobile device management, security management, and other server-based and remote tools for the management of college wide systems
• Operates or administers servers, computer workstations; ensures back-up procedures and security compliance measures are adhered to, configures users, and performs installations and upgrades
• Contacts service contractors for major hardware malfunctions; schedules and oversees regular computer preventive maintenance
• Works with staff and other College departments to develop and document methods and processes in an effort to improve product quality and client satisfaction. Maintains records of work activities and documents recurring, difficult or complex problems.
• Compiles data, prepares and reviews a variety of reports; identifies trends; recommends solutions and resources
• Performs all other duties and responsibilities as assigned or directed by the supervisor

Job Requirements:

• High school diploma or GED and
• Vocational or technical training in Computer Science or a closely related field of study and
• Three to five years of related experience with hardware, software, and peripheral equipment and
• Valid Arizona driver license and

or

• An equivalent combination of certification, education and experience sufficient to successfully perform the essential duties of the job such as those listed above

Preferred:

• Associate’s degree in Computer Technology or a closely related field of study

The ideal candidate will have the following knowledge, skills and abilities:

• Skill in installation, repair, and maintenance of network and/or computer hardware, software, and peripherals
• Skill in verbal and written communication with the ability to create knowledge base articles and explain technical concepts to audiences with a wide range of technical skills
• Knowledge and application of training methodologies
• Skill in performing a variety of duties, often changing from one task to another of a different nature
• Skill in positive, productive and flexible customer service
• Ability to work with independently as well as in a team environment

Physical Requirements:

Environment: Work is performed primarily in a standard office environment with staff contact and frequent interruptions.

Physical: Primary functions require sufficient physical ability and mobility to work in an standard office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull moderate (up to 50 pounds) amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; may be required to travel to other locations using various modes of private and commercial transportation; and to verbally communicate to exchange information.

Vision: Ability to see in the normal visual range with or without correction.

Hearing: Ability to hear in the normal audio range with or without correction.