Technical Support Specialist

Hourly Rate

$17.87-$28.60 /per hour

Grade

111

Work Schedule

Monday – Friday, 8am – 5pm; some evenings and weekends or flexible hours

Summer Hours: Monday – Thursday, 7am-6pm some evenings and weekends or flexible hours

Work Calendar

12 months

Job Summary

This position will provide customer service, training, and support to faculty, staff, and students via phone, desktop sharing, email and in person. Respond to service requests, troubleshoot and diagnose problems and assist with utilization of hardware, software and multimedia equipment. Provide a point of contact for technical support and assistance to faculty, staff, and students over the phone, via email, and in person. Perform troubleshooting on Windows, Macs, iOS, Android and other technology. Provide Tier 1 and/or Tier 2 customer service and technical support for computer problems on a daily basis. Field questions and give basic instruction, and/or routine delivery, installation, setup and maintenance of computer hardware, software and media equipment. Provide instruction on basic functions of technology tools, usually in a one-to-one environment; may deliver formal instruction using courses developed by others. Collaborate with others on a variety of projects related to the basic assignments. Demonstrate a commitment to service excellence, innovation, student success, integrity, and diversity in the performance of job duties.

Essential Functions

40% – Provides specialized support for desktop, audiovisual and/or phone systems, classrooms, and network environment; responds to requests or helpdesk tickets

15% – Performs advanced troubleshooting and repair of systems/devices; creates documentation and updates procedures

15% – Maintains system inventory, documentation, storage, and security of equipment; orders parts as required

15% – Participates in audiovisual and graphics projects, as assigned; provides sound and video for events

10% – Assists users with hardware and specialized software applications

5% – Adheres to applicable policies and procedures; performs other duties as assigned

Minimum Qualifications

High School Diploma or GED and three years of experience with desktop user support or technical support for equipment, networks, systems, telecommunications, or technology security, appropriate to assignment.

OR

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.

Desired Qualifications

1. Associate’s degree or higher and two (2) years’ experience in a customer service related IT position, or three (3) years’ experience working in customer service related IT position.

2. One (1) year of professional experience providing technology related technical support over the phone or in person.

3. One (1) year of experience installing, maintaining and troubleshooting Windows 7/8.1/10 in an IT environment.

4. One (1) year of experience installing, maintaining and troubleshooting Mac OS and iOS devices in an IT environment.

5. Experience maintaining and troubleshooting IP based camera devices.

6. Professional experience with audiovisual equipment and media support in a classroom or for special events.

7. Experience imaging Windows and OS X based systems in a SCCM environment.

Special Working Conditions

Travel: Will be required to work at multiple sites or locations. May be required to drive to other campuses using a department van or other District owned vehicles.

Possession of a valid State of Arizona Class D driver’s license is required; must meet minimum standards regarding driving: http://www.maricopa.edu/legal/rmi/vehicle.htm#requirements

Work Schedule: May be required to work evening and weekend hours; summer work hours vary.

Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to lift, carry, push, pull or otherwise move objects including the human body.

Working Conditions: Work is performed in both the field and in an indoor office environment with moderate exposure to hazardous physical conditions (such as mechanical parts, electrical currents, vibration, etc.); moderate exposure to environmental conditions (such as disruptive people); and moderate exposure to extreme temperatures, inadequate lighting, movement restrictions or intense noise.

How to Apply

Applicants must submit a cover letter that details how the applicant meets minimum and desired qualifications.

Applications without a cover letter will be incomplete and will not be considered.

Please ensure your resume and cover letter provide the following items: Clearly illustrate how prior experience, knowledge and education meet the minimum and desired qualifications for this position. Provide employment history in a month/year format (e.g., 09/07 to 10/11) including job title, job duties, and name of employer for each position. Three professional references, preferably current and/or former supervisors. If references are not provided in resume upon application, they will be requested at time of interview.

Posting Close Date

Apply on or before May 7, 2018 to be considered in the pool.

EEO Information

Maricopa County Community College District (MCCCD) will not discriminate, nor tolerate discrimination in employment or education, against any applicant, employee, or student because of race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship status (including document abuse), age, disability, veteran status or genetic information.