Role:
Provides support to end users for computer, application, system, device, access and hardware issues. Identifies researches and resolves technical problems of moderate complexity. Responds to telephone, email and online requests for technical support. Documents, track, and monitors the problem using applicable systems and tools. Provides hardware support for all faculty, staff and the computer labs. Hardware and software support will include network operations, connection problems, specialized software assistance, maintenance of multimedia equipment, peripherals, and other problems as they arise. Hours of work will vary including occasional evenings and weekends. This position is grant-funded.

Essential Functions & Responsibilities:

• Repairs and upgrades of computer hardware. Troubleshoot computer problems. Assists faculty and staff with supported software difficulties
• Assists with network cabling
• Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
• Provides answers to end users by identifying problems, researching answers, and guiding end users through corrective steps.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Assists with computer network utilities
• Installation of IT equipment and multimedia equipment in classrooms
• Performs other related duties as assigned by management

Performance Measurements:
1. To create and maintain an effective relationship with the staff in order to provide quality service and support
for everyone.
2. To work with end-users when problem situations arise and complete all jobs in a timely manner.
3. Work with the Director of Information Technology and other staff members to determine timeline for
installation and upgrades.
4. To maintain an effective working relationship with other members of the Information Systems team to
resolve problems and assist end-users.

Knowledge and Skills:
Experience: Two years to five years of similar or related experience.
Education: A two-year college degree or completion of a specialized course of study at a business or trade school related to computer technology.
Interpersonal Skills: Work normally involves contacts with persons beyond immediate associates generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (students, visitors or vendors) requiring ordinary courtesy in providing assistance and information.
Other Skills: Two years experience in personal computer troubleshooting, personal computer repair and experience in network administration desired. A Certification preferred. Experience in cabling, basic electronics, and knowledge of Microsoft Office software preferred. Knowledge of media connectivity a must. Working knowledge of all office equipment, including, including, but not limited to, computers, printers, copiers, and multifunction/fax machines.
Physical Requirements: The work requires moderate physical exertion such as long periods of standing, repetitively lifting lightweight objects with frequent bending or stooping, recurring lifting of moderately heavy items such as computers, printers or record boxes. Occasionally lifts heavy objects (over 50 pounds). Job requires average agility and dexterity.
Work Environment: Regular exposure to favorable conditions such as those found in a normal office.