IT Support Center Specialist - Level I

Vacancy:ReplacementDate Position Open:  Immediately
Job Title:IT Support Center Specialist – Level I
ClassificationTechnical Services – IT Support Center Technician, Level I
Work Schedule:FT – 8 a.m. to 5 p.m.
Hourly Rate Range:$18.26 to $23.00   (Starting rate is based on work experience)
FLSA Status:Non-Exempt
Summary
ResponsibleforprovidingLevelIsupporttoend-usersthroughoutthe College.ReportstotheDirectorofITSupportServices.
Position demonstrates baseline working knowledge of routine work applications; follow standard principles and systems and use appropriate terminology associated with a particular field of specialization; participate as a team member in a collaborative environment with a diverse workforce, actively contribute to completion of team goals and assigned tasks. Clearly communicates information, ideas, or instructions verbally and in writing. Follow recommended approach to assigned work to facilitate achievement of desired results; ensure safe practices. Works under direct and frequent supervision while performing routine duties using established procedures with detailed instructions.

Essential Duties and Responsibilities:

• Providessupporttoendusers.SupportcoversWindows&Macoperatingsystems&hardware,mobiledevices,LAN issues, MS Office, Google Apps, MyLCCC Portal, Avaya telephony, Banner, and classroom presentationtechnologies,utilizingLCCC'scurrentincidentmanagementsystem.
• ProvidesafterhourssupportwhenneededbytheCollege.
• ParticipatesinmanagingthevolumeofincomingcallstotheITSupportCentervia bothtelephoneande-mailtoensuretimelyresponseandresolutionofissues.
• Ensuresproperdocumentation,notification,escalation,tracking,and follow-upofallissuesandincidents.
• Deploys,maintains,supports,andupgradesWindowsPCs,MACs,operatingsystems,peripheralhardware,andprinters.
• Deploysprintersandhastheabilitytotroubleshootprintingissuesandescalate as needed,
• Fosters a positive and collaborative work environment andshows a sense of urgency when problems arise or aclassroomishavingissues.
• Learns how to provide AVsupport as need for events, classrooms andmeetings. Works with AV techniciancollaborativelyifmorehelpisneeded.
• EntersallequipmentproperlyintoLCCCassettrackingdatabase
• Performotherrelateddutiesasassignedand/orrequired.

QualificationsRequired
Education

• High school diploma or equivalent.
• CompTIA A+ Certification. If not in possession, must acquire within the first six months of employment.

• Work Experience
  • Up to 1 year of documented work experience in client support related activities such as: installing PC workstations, provide technical support for software, or installing and maintaining PC hardware.
    • Working knowledge of Windows 10and/or MacOs
    •  Knowledge, Skills, Abilities
      • Must be able to solve technical PC issues over the phone/by remoting into a person's computer.
        • Experience with PC imaging and provisioning in the office and classrooms.
          • Basic Windows Active Directory knowledge as it pertains to policy and password management.
            • Basic Networking TCP/IP knowledge is required; basic troubleshooting of telephony and communications devices required.
              • Ability to troubleshoot PC issues remotely or in person
                • Learn to troubleshoot audio visual technology issues and assist users with the classroom technology.
                  • Perform duties professionally and collaborate with team members to accomplish the mission, vision and goals of the department.
                    • Ability to learn new technologies as new products and services are adopted.
                      • Must have excellent verbal and written communication skills. This includes the ability to explain technical terminology to non-technical end users and create knowledgebase documentation.
                        • Must be highly self-motivated and directed. Must also possess a keen attention to detail.
                          • Excellentinterpersonalskillsandcustomerserviceorientationareamust.
                            •  Shouldbeabletoworkunderpressureandbeabletochangeprioritiesquicklyinafast-pacedenvironment.
                              • Local travel to other LCCC sites and on-call escalation support required.
• Ability to work flexible hours, travel, and function as a team member. Must possess a high level of the following work skills and behaviors: teamwork/cooperation; initiative, customer service, and commitment to continuous professional growth in skills and knowledge.
  Physical Demands
  While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee may regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
  Work Environment
  The noise level in the work environment is usually moderate.