St. Petersburg College

Technology Support Specialist [ID: 642]

Position Summary:

Incumbents provide standard computer and technical assistance to individual end users; and install and repair hardware, software and peripherals. Responsibilities may include moving, updating, repairing and installing hardware, software and peripherals; deploying new computers; determining hardware and software needs; providing training to end users; maintaining records on technical issues; entering data; and troubleshooting technical issues in person, over the phone, and via email. Incumbents may be assigned to a specific campus or department.

This position would be responsible for enhancing the technical skills and abilities of technology users via technology support activities.

Typical Essential Duties

Focus on end-user skill development while resolving technical issues to encourage end-user technical knowledge;
Communicate in a non-technical manner to ensure the end user understands all actions;
Identify common technical knowledge gaps and notify manager of potential training needs for students, staff, and faculty;
Use remote support tools including Skype for Business and Remote Assistance to train, diagnose, troubleshoot, and fix technical requests and problems related to college software and hardware;
Remote support to include software installations, troubleshooting MS Office, MS Windows, and browser issues, peripheral installs, etc.;
When remotely accessing an individual’s computer, be prudent in accessing only the files and programs required to meet their request;
Position functions as Level 2 support for desktop related tehcnical issues;
Communicate with college staff and faculty via phone, email, and MS Service Manager;
Utilize MS Service Manager to monitor and document all technical requests;
Identify when issues need to be escalated to Level 3 support and work with Level 3 support as needed to resolve the issue;

Compensation: $21.31 - $26.63

Requirements:

Education:

Associates degree or equivalent through a technical training agency in information technology.

Experience:

Two years (2) experience providing user support for assistive technology.

* An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job may be acceptable in lieu of those requirements listed above.

Knowledge:

Working with persons with disabilities;
Applicable hardware, software, and peripheral equipment;
Applicable operating systems;
Technology troubleshooting techniques.
Customer service principles;
Applicable hand tools and diagnostic equipment;
Recordkeeping principles;
Computers and related software applications.

Applicable hardware, software, and peripheral equipment;
Applicable operating systems;
Technology troubleshooting techniques.
Customer service principles;
Applicable hand tools and diagnostic equipment;
Recordkeeping principles;
Computers and related software applications.

Skills:

Troubleshooting and repairing hardware, software, and peripherals;
Installing hardware and software;
Providing end-user support;
Communicating technical information to a non-technical audience;
Ordering and maintaining equipment and inventory;
Maintaining operational records;
Using a computer and related software applications;
Communication, interpersonal skills as applied to interaction with subordinates, coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to give and receive work direction.

Physical:

Positions in this class typically require: reaching, standing, walking, grasping, feeling, talking, hearing, seeing and repetitive motions.
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 move objects.
Incumbents may be subjected to electrical currents, workspace restrictions, and travel.

Responsibilities:

These duties are a representative sample; position assignments may vary.		Potential Frequency
1.	Sets up, installs, configures, tests, updates, and maintains computers, peripheral devices, and/or related software and hardware; repairs computers and peripheral devices.	Daily 50%
2.	Troubleshoots, diagnoses, reports on, and resolves problems associated with applicable information technology equipment and software.	Daily 35%
3.	Provides remote support and on-going troubleshooting assistance to users regarding complex information technology and/or hardware, software, and/or other related items; coordinates technical support with vendors for installations, repair, and/or maintenance issues.	Daily 10%
4.	Prepares a variety operational records and reports.	Daily 5%
5.	Performs other duties of a similar nature or level.	As Required

Equal Access/Equal Opportunity

The Board of Trustees of St. Petersburg College affirms its equal opportunity policy in accordance with the provisions of the Florida Educational Equity Act and all other relevant state and federal laws, rules and regulations. The college will not discriminate on the basis of race, color, ethnicity, religion, sex, age, national origin, marital status, pregnancy, sexual orientation, gender identity, genetic information, or against any qualified individual with disabilities in its employment practices or in the admission and treatment of students. Recognizing that sexual harassment constitutes discrimination on the basis of sex and violates this Rule, the college will not tolerate such conduct. Should you experience such behavior, please contact Dr. Devona Pierre, Executive Director, Organizational Culture and Engagement/Title IX Coordinator at 727-341-3261; by mail at P.O. Box 13489, St. Petersburg, FL 33733-3489; or by email at eaeo_director@spcollege.edu.