Summary 

Provides second-level computer-user support although not limited from working at other levels of the technology support model as needed to include collaborating with level III Analysts. Tasks involve troubleshooting, repairing, and maintaining user computer systems, associated software, and computer peripherals such as printers. Work assignments are usually received from the Consolidated Help Desk. This position is responsible for implementing, monitoring, analyzing, troubleshooting and repairing issues related to services provided to clients and hardware. Specific responsibilities include, but are not limited to ensuring the services provided are reliable and repaired within College guidelines.  Other work requests come in as projects from committees and facility expansion/update efforts where infrastructure designs require temporary modification and/or permanent alteration to accommodate growth or changes in the College.  Work week is Monday - Friday. Requires periodic travel. Infrequent night and/or weekend work.

Knowledge & Responsibilities:

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide courteous and professional service.
• Perform and document required daily system checks.
• Respond to user inquiries and requests for assistance with computer systems and associated software within departmental guidelines.
• Repair or have repaired computers and associated equipment in accordance with departmental guidelines.
• Install, troubleshoot, analyze, and resolve issues with software through remote assistance or locally, when necessary.
• Deploy and maintain a working image of each computer lab.
• Relocate computers based on help desk requests and equipment move forms.
• Maintain assigned server resources in up-to-date status.
• Maintain a clean and safe work area.
• Replace tools and other service support equipment after use.
• Ensure maintenance van and golf carts are maintained and properly stored.
• Provides assistance and training for employees utilizing end user devices and software.
• Document arrival and disbursement of new and repaired computers, laptops, tablets, and other technological devices.
• Maintains continuity binders.
• Enters solutions into Help Desk database.
• Performs quality assurance testing for processes, procedures, and equipment.
• Researches capability to implement and impact of new technology on the current technological environment.

Supervisory Responsibilities                                                

This job has no supervisory responsibilities.

 Additional Information:

Language Skills                                             

• Ability to read and comprehend simple instructions, short correspondence, and memos.  
• Ability to write simple correspondence.  
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills                                                  

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability                                                     

• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  
• Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills                                            

To perform this job successfully, an individual should have an aptitude for hardware repair, software installation and debugging as well as be proficient in Word and Excel. 

Certificates, Licenses, Registrations 

• Valid NC Driver’s License

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands and fingers; stoop, kneel, crouch, or crawl; and talk or hear. The employee is frequently required to sit and is occasionally required to reach with hands and arms and climb or balance. The employee must regularly lift and /or move up to 50 pounds.  Specific vision abilities required by this job include close vision, depth perception, the ability to adjust focus, and the ability to distinguish color.

While performing the duties of this Job, the employee must be able to communicate effectively. The employee must be able to meet mobility requirements and be able to occasionally move materials of up to 10 pounds. Must be able to access print material and utilize the information effectively.

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee is occasionally required to climb ladders in order to work in ceilings and crawl under mobile units in the dirt.  The noise level in the work environment is usually quiet.