Technology Support Specialist

DEFINITION: 

The Technology Support Specialist (Entry Level) provides first-line technical assistance to employees, students, and/or clients. This role is responsible for troubleshooting hardware, software, and network issues, assisting with system setups, and ensuring a smooth user experience with technology systems. The position is ideal for candidates with strong problem-solving skills, a customer service mindset, and a desire to grow in the IT field. 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

• Respond to help desk requests via phone, email, or ticketing system in a timely manner.
• Diagnose and resolve basic hardware, software, and connectivity issues.
• Set up new workstations, laptops, and mobile devices, including installing required software and updates.
• Assist with account creation, password resets, and user access permissions.
• Maintain and update documentation for troubleshooting procedures.
• Escalate complex issues to higher-level IT staff when necessary.
• Support basic printer, copier, and peripheral device maintenance.
• Participate in technology inventory tracking and equipment distribution.

PHYSICAL DEMANDS: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

• Employee is regularly required to stand; walk; bend; lift; use hands; reach with hands and arms; climb or balance; and speak and listen.  The employee is occasionally required to sit for extended periods of time.
• Ability to lift 25 – 35 pounds, and to bend and assume a kneeling position for 5 to 10 minutes at a time.  Must be physically able to access overhead areas and other equipment locations.
• A reasonable accommodation will be made as outlined by law.  Reasonable accommodation is defined as any modification or adjustment to a job or the work environment that will enable a qualified applicant or employee with a disability to participate in the application process or to perform essential job functions.  Reasonable accommodation also includes adjustments to assure that a qualified individual with a disability has rights and privileges in employment equal to those of employees without disabilities.

QUALIFICATION REQUIREMENTS: 

• Must be 18 years of age or older
• Familiarity with Microsoft Office, email platforms, and basic networking concepts.
• Basic understanding of computer hardware, operating systems, and common software applications.
• High school diploma or equivalent; some college coursework in IT or related field preferred.
• Ability to troubleshoot network devices, printers, hubs, etc., a plus.
• Customer service-oriented with a positive, solutions-focused attitude.
• Strong communication skills and ability to explain technical concepts to non-technical users.
• Ability to work independently and as part of a team.
• A valid California Driver’s License and the ability to maintain a clear DMV to be insurable by WTC and be willing to travel between WTC facilities.
• Must pass post-off pre-employment drug screen analysis.
• A background fingerprint/criminal clearance on file as a condition of continued employment.
• Adherence to established dress standards.
• Director of Information Systems, as needed, may adjust working hours to meet scheduling and programming requirements.

PREFER: 

• Experience in Microsoft Office 365 and Azure Active Directory Administration
• CompTIA A certification or equivalent (or willingness to obtain within 6 months).
• Exposure to ticketing/help desk systems.
• Knowledge of cloud-based tools (e.g., Microsoft 365, Google Workspace).