Technical Support Specialist

Title : Technical Support SpecialistDepartment : Information Technology ServicesDuration :  IndefiniteEmployment Status : Full Time (40 hours / week) Job SummaryUnder the direction of the Director of User Experience, the Technology Support Specialist is part of the Client Support team, works independently, and supports and manages the College’s standard client hardware and software systems, providing first and second level end-user support. This position’s primary responsibilities include troubleshooting and resolving support calls, configuring standard hardware and software, maintaining an inventory of maintenance resources, assisting with technology purchases, and training of student employees.This position is represented for purposes of collective bargaining by SEIU. Job Duties 20% - Troubleshoot and effectively resolve support calls for college-owned and supported technologies with expertise in Windows OS configuration, support and management. Work with other members of the Client Services team to test, establish, and maintain standard practices, processes, and technical components. - (Essential)20% - Automated and manual configuration and installation of computing hardware and software. Maintain an adequate inventory of standard hardware (computers, monitors, printers) and spare parts to allow efficient resolution of hardware troubleshooting calls. - (Essential)25% - Work with members of the Purchasing team to obtain quotes, approvals, and place orders for technology purchases. Work with other ITS staff to advise campus members on technology purchases. Work with other members of the Client and Purchasing teams to manage and track software licenses. - (Essential)25% - Building and maintenance of servers in support of client and / or IT services. Providing first-level wiring infrastructure support. Configure and support campus telecommunications systems. - (Essential)10% - Back-up front line Helpdesk staff, sharing in training of student workers. Write documentation and knowledge base articles on applications and procedures. - (Marginal) Minimum QualificationsTwo years of college courses, software certifications or equivalency, or an equivalent combination of education, training and experience. One year of client / customer service experience supporting technology needs, software, hardware, systems, networks, etc. Demonstrated knowledge of and ability to work with Windows configuration, management and support in an enterprise environment. Skill in diagnosing and troubleshooting problems with standard college technologies at a high level. Demonstrated knowledge of computing hardware and its related software, and of Windows and MacOS operating systems in a networked enterprise environment. Proficiency in Microsoft Office applications (Word, Excel, PowerPoint), Google drives / folders / forms, Adobe Acrobat, Web Editing, and social media applications or any combination of productivity programs applicable to position responsibilities. Ability to analyze, synthesize and organize data, and present findings in a comprehensible manner for different audiences. Demonstrated ability to be detail-oriented and thorough; skilled at anticipating and preventing potential problems and handling a wide variety of tasks with efficiency and accuracy. Strong commitment to a quality work product. Demonstrated ability to effectively communicate verbally, in writing and electronically. Effective interpersonal skills as evidenced in the ability to collaborate with a variety of constituencies. Demonstrated commitment to justice, equity, inclusion & diversity. Demonstrated skill in adapting to and performing work effectively in high-volume, high accountability, confidential environment with multiple and changing priorities. Effective organizational, logistical, time management and planning skills with the ability to manage and prioritize multiple tasks / projects simultaneously, prioritize and fulfill the functions of an office in a timely manner. Ability to self-motivate and work independently. Ability to provide effective leadership and training, and to work effectively and professionally across functions, disciplines, levels, and with diverse groups. Preferred QualificationsBachelor’s degree in information technology, liberal arts, or other fields of study relevant to position responsibilities. Five years of progressively responsible experience in a personal computer support role inclusive of troubleshooting and deploying IT hardware and software in an enterprise environment. Experience in an academic setting with a multi-platform network (Windows & Mac). EXPECTED HIRING RANGE : $62, - $73, / yrIf you are offered this position at Occidental College, your final base salary compensation will be determined based on factors such as skills, education, experience, and / or geographic location. In addition to those factors, Occidental complies with applicable pay equity laws and considers internal equity among current employees when developing the final offer. Please keep in mind that the range mentioned above is the base salary range for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer a generous compensation and benefits package.