Tier 1 Support Specialist / Information Technology Spec 1

About the position

This position provides primary first-level technical support within the ITS team, including all incoming technology support, telecommunications, audio-visual, network (wireless/wired), printing/copying, and workstation support requests for service. This position performs first-level troubleshooting (both virtual and in-person) and assignment of incoming incident requests, including assigning to other support teams.

Responsibilities

• Serve as first line of consultation for individuals requiring technical assistance from the Information Technology Services department via incident tracking software, telephone, web, e-mail or in person.
• Maintain college computing hardware and software.
• Install and maintain integrated multimedia technology systems to ensure employees have access to effective multimedia systems that meet teaching and presentation needs.

Requirements

• Two years of experience in a help desk/audio-visual/workstation support role (a degree in a directly related technology field may substitute for one year of experience).
• Two years of experience using and supporting Microsoft and Apple computer operating systems, desktop productivity software applications (Microsoft Office), other software applications, and database management systems.
• Basic working knowledge of one or more network operating systems, including administration of user accounts.
• Ability to clearly communicate technical information, written and verbal, to users of varied technology skills and experience.
• This position requires the ability to lift 25 pounds (or more) on a regular basis, as well as regular bending, stooping, and crouching during installations and troubleshooting.
• This position requires the ability to lift both arms over the head to perform installations or troubleshooting equipment.
• This position requires successful completion of employment references and a driver’s license background check.

Nice-to-haves

• Experience supporting technology usage in an educational setting.
• Strong customer service experience and skills.
• Knowledge of Extron integrated multimedia control systems and their programming.

Benefits

• Our generous benefits include 11 paid Holidays, Vacation Time, Sick Time, six weeks of Paid Parental Leave, low cost medical and dental insurance with low deductibles (\$250 - \$1500), a Pension Plan, 457(b) and 403(b) retirement plans and other retirement investment options, pre-tax medical and dental expense (with roll-over option) and dependent care accounts, employer paid life insurance, short and long term disability, as well as professional development and a tuition waiver program for employees and their dependents, etc.
• We promote the health and well-being of our employees and take work/life balance seriously.