Description

Do Great Things! Durham Technical Community College is hiring a Technology Support Specialist/Help Desk Coordinator in the Information Technology Services Department. The Technology Support Specialist is responsible for the maintenance, repair, installation, upkeep and usability of all designated technology on campus. The specialist will be customer service oriented and proactive in anticipating and resolving problems for end users. The specialist will install application and network software and make sure it interfaces properly with the hardware.  The specialist will troubleshoot, debug, test, repair or have repaired all designated technology that needs correction.

The Help Desk Coordinator manages the staffing and resources for the ITS Help Desk operations.  This includes direct supervision and training of the student consultants who staff the Help Desk; ensuring a customer service focus for IT services and front-line support, as well as providing metrics on Help Desk services, response time, and problem resolution.

Examples of Duties

• Supervise technical support consultants as they provide support to end users in the campus community over the phone, electronically, and in person
• Process Service Desk requests, triage initial requests for delegation, resolution, or escalation
• Be a resource for the team to diagnose and resolve desktop computer hardware, software, and other technical service issues
• Act as a consultant to your team, faculty, and staff to answer questions, troubleshoot problems, determine hardware/software requirements, and recommend solutions
• Partner with campus support groups outside of ITS to provide additional technical support to students
• Perform installation, maintenance, troubleshooting, and repair of computer equipment, peripherals, and other technical services in a multi-site networked environment
• Respond promptly to Service Desk inquiries and accurately document completed work. Ensure that all service requests are handled in a timely manner following Service Level Agreement guidelines
• Assist in coordinating requests for repair, maintenance, equipment moves, and software updates
• Maintain procedural documentation and knowledge base articles for end users and support staff
• Maintain department records and databases including Service Desk ticketing system, asset management system, hardware and software configuration, and installation procedures, spare parts inventory, and software license records
• Work with Systems Administrators to assist in managing administrative PC and computer lab images and software packaging in utilizing the department’s current imaging software
• Supervise the organization of technical stores/equipment rooms, computer labs, and work area in a neat and orderly fashion
• Experience with A/V, installing, troubleshooting and maintaining current version of Windows OS, Microsoft Office Suite of products, Telephony (VOIP, PBX), MacOS in an AD environment, and Assistive Technologies
• Work closely with department team members to continually improve service delivery and procedures
• Mentor and guide technical support consultants to enhance productivity
• Interact with Vendors, make purchase requests as needed
• Work independently and prioritize work, based upon business needs

Minimum Qualifications

Associate Degree in Computer Science, Business Computer Programming, Computer Engineering Technology, Microcomputer Technology, or Electrical Technology or four years work experience in the field.

Industry certifications such as A+ preferred, Extron Control Specialist

Supplemental Information

• An aptitude for hardware repair and software installation and configuration;
• Substantial knowledge of personal computer technology;
• Knowledge of Audio-Visual technologies and terminology;
• Effectively organize work and perform creatively under tight deadlines without close supervision;
• Excellent customer service and interpersonal skills, in both crisis and planning situations;
• Proficient with multimedia systems including:   projectors, audio & video switchers and Extron control software;
• Well-versed in the routine maintenance of different operating systems in a networked environment;
• Familiarity with Microsoft Office Suite;
• Evidence of strong interpersonal skills, organizational skills, and effective oral and written communication/public relation skills;
• Demonstrate competence with problem solving and critical thinking skills;
• Personal integrity, honesty, and the ability to maintain confidentiality;
• Detail Oriented;
• Ability to contribute to the success of the college’s mission, goals, and objectives by demonstrating professionalism, enthusiasm, and superior customer service; and

• Ability to embrace and promote a culture of equity-mindedness and anti-racism, while   providing strategic direction for Durham Tech to reach its equity and anti-racism goals.