Information Technology - Specialist

Southern State Community College

Hillsboro, OH

ID: 7079580
Posted: June 9, 2021
Application Deadline: Open Until Filled

Job Description

DISTINGUISHING JOB CHARACTERISTICS
Operates college-wide computer help desk (tech support) to provide computer support and services to end-users. Maintains responsibility for providing assistance to all users.



ESSENTIAL DUTIES AND RESPONSIBILITIES
To perform this job successfully, an individual must perform essential duties to expected performance standards. Reasonable accommodations are made as required for persons who are disabled under the Americans With Disabilities Act.



Receives telephone calls and actively monitors help desk software interface for active and incoming tickets. Regularly communicates with ticket submitters as required.

Enters data into tracking tickets. Answers general technical questions from users. Troubleshoots user issues. Closes resolved tickets.

Resets user passwords for system access.

Provides technical support and assistance in computer labs.

Installs, maintains, and troubleshoots desktop and laptop computers, equipment and hardware. Installs, maintains, and troubleshoots approved software packages. Updates computer profiles and software.

Maintains confidentiality of confidential or sensitive records and information.

Works assigned schedule, exhibits regular and punctual attendance.



OTHER DUTIES AND RESPONSIBILITIES
Performs other related duties as required.



SCOPE OF SUPERVISION
None


EQUIPMENT OPERATED
Computer; printer; hardware; other information technology equipment; hand power tools; dolly; push cart; telephone and other standard office equipment. Network / cable tester, power supply tester.



CONFIDENTIAL DATA
Confidential information included in College computer system; Student and other information covered by FERPA guidelines and agreed to in the College’s FERPA Confidentiality Agreement; Student social security numbers; Student, staff and faculty log in information; Computer administration log-in information.
WORKING CONDITIONS
Good office working conditions. The work requires the use of safe work practices with office equipment, and observance of general safety and traffic regulations. Exposure to typical traffic conditions and hazards when visiting other campuses or other locations. Exposure to dirt, dust and debris and heat when installing computer cables.



USUAL PHYSICAL DEMANDS
The following physical demands are typically used to perform this job’s essential duties and responsibilities. They are not qualification standards, rather they may be used to help the College, employee, or applicant identify where and how reasonable accommodations may be made when an otherwise qualified person is unable to perform the job’s essential duties due to an ADA disability.


The employee frequently sits for extended periods of time, and occasionally stands and walks. While performing duties of this job, the employee regularly exhibits digital dexterity when working on the computer. The employee frequently talks and hears when working with staff and job contacts. Employee regularly bends, reaches, stoops, kneels and crouches and works in awkward positions when running cabling, plugging wires into personal computers, and other related tasks. Employee occasionally climbs and works in high places when installing computer cables. Vision demands includes frequent close, relatively detailed vision when using a computer screen and color vision when working with color coded computer cables. The employee occasionally lifts up to 50 pounds when moving computers and equipment.



KNOWLEDGE, SKILLS AND ABILITIES


Knowledge of: computer hardware and networking equipment, computer operations and applications; PC Software including Microsoft Office Software, Antivirus and Spyware/Malware Software; third party applications; PC installation; PC based hardware and software installation and basic repair; standard office practices and procedures; English grammar, spelling, sentence structure and punctuation; when to escalate more complex issues and with the appropriate person.



Ability to: exhibit patience in working with persons of varying computer knowledge base; train and coach others in computer applications; maintain confidential and sensitive information; exhibit a pleasant public manner and telephone etiquette; work. Ability to update desktop/mobile labs unsupervised and in a timely manner, follow and retain step by step instructions of an assigned task, swap out staff and faculty desktops/laptops (data transfer, email, favorites, etc...), configure replacement printer for lab or staff/faculty, troubleshoot basic software, hardware, and network issues and diagnose computer errors. Make a patch cable (terminating, testing ) trace cable runs from wall drops to patch panel and switch ports, ability to patch in drops at the rack location, install cable runs, operate network / cable testers, power supply testers.



Independently; exhibit attention to detail; apply ethical standards to work situations; make work decisions in accordance with SSCC’s values; show respect and sensitivity for cultural differences, and promote an harassment-free environment; embrace and support constructive change; work efficiently and effectively to improve college operations; consistently follow safety and security procedures and practices; develop and maintain effective working relationships with students, learning community, associates and general public; contribute toward building a positive team working environment; treat others with respect as representative of SSCC.


Skill in: basic troubleshooting computer hardware and software problems; operating computers; application of job related software programs; typing; communicating effectively with computer users.



QUALIFICATIONS
An appropriate combination of education, training, course work and experience may qualify an applicant to demonstrate required knowledge, skills, and abilities. An example of an acceptable qualification is: Associate’s degree in Computer Science with one to three years related experience in computer networking and troubleshooting.

Applicant must successfully pass required background checks in accordance with Southern State Community College’s policies and procedures and applicable laws.

Ability to document identity and employment eligibility as a condition of employment in compliance with Immigration Reform and Control Act requirements.



 

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