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Date Added: Wed 09/06/2021

IT Support Specialist

Schnecksville, PA, US
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Company: LEHIGH CARBON COMMUNITY COLLEGE

Job Type: Permanent, FullTime

Job Title IT Support Specialist Classification Technical Services ndash IT Support CenterCampus AV Work Schedule Mon-Thur 1030 AM ndash 700 PM shift Fri ndash 830 AM ndash 500 PM Hourly Rate Range 15.07 to 19.72 FLSA Status Non-Exempt Summary Responsible for providing technology support to end-users throughout the College and off-campus sites. Reports directly to the Director IT Support Services. Must be willing and able to learn new technologies quickly as new products and services are adopted. Must have excellent verbal, written, communication and customer service skills. This includes the ability to explain technical terminology to non-technical end users and create knowledge base documents. Must have the ability to work flexible hours, travel to other LCCC sites, and function as a team member meeting the goals of the IT department. Must be highly self-motivated and self-directed. Essential Duties and Responsibilities Provides support to end users. Support covers Windows Mac operating systems hardware, mobile devices, LAN issues, MS Office, Google Apps, Campus Portal, Avaya telephony, and classroom AV presentation technologies, etc. utilizing the collegersquos Helpdesk ticketing system. Provides on-call support when needed by the College. Participates in managing the volume of incoming calls to the IT Support Center via both telephone and e-mail to ensure timely response and resolution of issues. Ensures proper documentation, notification, escalation, tracking, and follow-up of all issues and incidents. Deploys, maintains, supports, and upgrades Windows PCs, MACs, operating systems, peripheral hardware, and printers. Participates in the management of all printers on all servers across campuses responsibilities including creating print queues, adding and replacing printers. Resolve print queue issues and other network related print issues. Installing and supporting of high end scanning devices and software for college record keeping. Fosters a positive and collaborative work environment. Participates in the imaging and installrecycling of computer systems in the classrooms Provides AV support as need for events and classrooms. Provides AVPC and other support on a monthly basis to the Board of Trustees meetings Provides other duties and works on other projects as may be assigned. Qualifications Required Education MCSA (Microsoft Certified Solutions Associate) Windows 10 certification required. If MCSA not in possession, must acquire MCSA within first three months of employment. Certification Act 153 Clearances (Act 34 PA Criminal Background, Act 151 PA Child Abuse History, Act 114 FBI Identigo Clearance Fingerprinting) Work Experience Extensive knowledge of PCrsquos, laptops, printers, Windows 10 and Office products. Experience with hardware and peripherals in a managed Windows Active Directory Environment. General Networking TCPIP knowledge is required basic troubleshooting of telephony and communications devices required. Ability to troubleshoot and understand the differences between an application, operating system and network problems. Experience with standardization of PCs and Microsoft SCCM, provisioning, as well as setting up systems to standardize PCs in the office and classrooms. Knowledge, Skills, Abilities Must be able to work with diverse populations while providing a high level of customer service. Must possess a keen attention to detail and have excellent interpersonal skills and customer service orientation. Must possess a high level of the following work skills and behavior teamworkcooperation, initiative, customer service, and commitment to continuous professional growth in skills and knowledge. Preferred Associatersquos degree with technical emphasis is strongly preferred. Three years work experience in desktop client support. Windows Active Directory knowledge as it pertains to group policy, password management, user profiles, permissions and security issues related to applications. Ability to understand and troubleshoot audio visual technology issues and assist users with the classroom presentation technology. Ability to research solutions and determine the best solution set for the LCCC environment. Must have the ability to work flexible hours, travel to other LCCC sites, and function as a team member meeting the goals of the IT department. Must be willing and able 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 knowledge base documents. Must be highly self-motivated and directed. Must also possess a keen attention to detail. Excellent interpersonal skills and customer service orientation are a must. Must be able to work under pressure. Must possess a high level of the following work skills and behaviors teamworkcooperation initiative, customer services, and commitment to continuous professional growth in skills and knowledge.
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