Specialist, Technical Support

General Position Description

Serves as a senior member of the Campus Technology Services (CTS) team, administering desktop and classroom technology, event support, LAN/network administration, and both first- and second level problem resolution. Maintains and manages personal computers, peripheral devices, instructional equipment, computer laboratories, and administrative and instructional software while supervising technical support staff to ensure efficient operations and high-quality service delivery.

Description of Job Function

1. Receives and documents technical support requests from classrooms, departments and site users, providing timely assistance for PCs, laptops, printers, peripheral equipment, networks and servers with clear communication across all service channels.
2. Troubleshoots, diagnoses, and resolves first- and second-level hardware, software, and network connectivity issues escalating complex problems to the Office of Information Technology (OIT) department or vendors for timely resolution.
3. Maintains clear and accurate documentation on actions taken in problem, request, and resolution logs. Maintains and distributes user request forms, training manuals and related documentation.
4. Supports maintenance, repair, training, security of campus learning spaces, conference rooms, and common areas, ensuring facilities remain secure, accessible, and effectively operated by Technology Services.
5. Installs, configures, and maintains software, PCs, laptops, printers, hardware, peripherals, and instructional equipment, ensuring network connectivity across the college-wide infrastructure and accurate inventory records.
6. Diagnose hardware malfunctions, replace components and perform other minor maintenance and repair. Coordinates major repair of hardware with users, other college staff and/or outside vendors as needed.
7. Supports the training and inventory of technology-enhanced rooms; assists faculty and staff with computers, equipment, and software; and maintains procedural manuals, FAQs, (OIT) web pages, and technical documentation as required.
8. Responds to requests for customer account creation and access privileges; assists with coordinating and supporting port patching, cabling, and other LAN/WAN duties; and maintains hardware, software, and asset records to ensure reliable technology operations across the college.
9. Prepares clear, accurate, and comprehensive hardware and software specifications and purchase requisitions within assigned areas of responsibility, while also developing regular status reports and special project updates-to ensure effective tracking and communication of technology operations.
10. Serves as liaison to college offices, committees and other OIT division personnel, providing troubleshooting and hands-on support as needed, while delivering virtual college wide.
11. Continuously enhances job knowledge through educational opportunities, professional publications, personal networks and active participation in professional organizations, while engaging in college-wide escalation and communication channels to ensure timely, responsive, and effective information sharing.
12. Performs other related duties as assigned.