IT Services Specialist III

• Technical Support Installs troubleshoots maintains and repairs computer hardware non-network software and peripherals. Sanitizes computers and
  manages surplus outdated equipment. Assists with onboarding and orientation for new employees. Provides user support for hardware and non-network
  software issues enhancing end-user productivity and satisfaction. Offers technical support for professional development events graduation and other
  campus-wide activities. Sets up and maintains IT equipment in classrooms and computer labs.
• Software and Systems Support Assists with designing and implementing robust system software configurations to ensure optimal performance and
  security. Installs updates and configures college-approved software. Supports video conferencing tools (e.g. Zoom Microsoft Teams) and other software
  systems such as Softdocs and Colleague.
• Help Desk Management/Support Provides exceptional user support for hardware and non-network software issues enhancing end-user productivity and
  satisfaction. Responds to IT service requests via phone email or ticketing system as well as the email account and internally routed helpdesk calls. Logs tracks and prioritizes support tickets using the SolarWinds Service Desk Work Order System. Escalates unresolved issues to other IT staff as needed. Assists students with account-related issues self-service portals and Office 365 support.
• IT Collaboration/Training Assists with IT projects as needed such as system upgrades and migrations. Provides feedback to improve IT services and
  support strategies. Participates in conferences and training sessions to stay updated on industry trends and emerging technologies.
• User Training Develops guides and FAQs for common IT issues. Conducts basic IT training sessions for faculty staff and students as needed including
  during new employee orientations. Provides instructions to users on software and hardware usage.
• Performs other duties as assigned.

State Minimum Requirements: A high school diploma and experience in office automation systems data communications system design installation operation repair sales or marketing or processing of information in a data processing environment or related systems. An associates degree or a bachelors degree in a related field may be substituted for the required work experience. Must have a valid drivers license.

NETC Preferred Requirements: A high school diploma and three (3) years experience in office automation systems data communications system design installation operation repair sales or marketing or processing of information in a data processing environment or related systems. Basic to moderately complex knowledge of capabilities and intricacies of systems and applications. Ability to write and revise moderately complex to complex user documentation. Ability to understand and carry out moderately complex to complex technical and non-technical instructions and requests. Ability to analyze and convert moderately complex to complex technical instructions to materials that can be understood by non-technical personnel. Ability to communicate in a clear and concise manner. Ability to work effectively with users vendors and other IT personnel. Ability to plan direct instruct and review the work of support personnel. Ability to provide status reports and other technical and non-technical reports in a clear and concise manner. Ability to use problem management database and help desk systems.

Must be able to work independently under general supervision of the IT Director. Discretion is absolutely necessary due to the nature of IT and the requirements of the position which includes access to confidential information such as payroll personnel student records etc. Must be able to lift up to 30 pounds get under and around objects such as desks and read objects at ceiling heights or in the ceiling. Some overnight travel may be required.