IT Support Center Specialist - Level II

Responsible for providing Level 1 and 2 support to end-users throughout the College. Reports to the Director of IT Support Services., * Provides support to end users. Support covers Windows & Mac operating systems & hardware, mobile devices, LAN issues, MS Office, Google Apps, MyLCCC Portal, Zoom Workplace, Banner, and classroom presentation technologies, utilizing LCCC’s current incident management system.

• Provides after hours support when needed by the College.
• Participates in managing the volume of incoming calls to the IT Support Center via both telephone and e-mail to ensure timely response and resolution of issues.
• Ensures proper documentation, notification, escalation, tracking, and follow-up of all issues and incidents.
• Deploys, maintains, supports, and upgrades Windows PCs, MACs, operating systems, peripheral hardware, and printers.
• Deploys printers and has the ability to troubleshoot printing issues and escalate as needed,
• Fosters a positive and collaborative work environment and shows a sense of urgency when problems arise or a classroom is having issues.
• Learns how to provide A/V support as need for events, classrooms and meetings. Works with AV technician collaboratively if more help is needed.
• Enters all equipment properly into LCCC asset tracking database
• Perform other related duties as assigned and/or required.

• Associate Degree in computer related discipline or equivalent from an accredited institution.

Certifications

• Act 153 Clearances (Act 34 PA Criminal Background, Act 151 PA Child Abuse History, Act 114 FBI Clearance Fingerprinting)
• ComptiA A Plus - If not in possession, must acquire within the first 6 months of employment.
• 1 year of documented work experience in client support related activities such as: installing PC workstations, provide technical support for software, or installing and maintaining PC hardware.

Work Experience

• Working knowledge of Windows 11 and/or MacOs
• Installs software on new and existing devices in accordance with documented procures and/or creates procedures for our document library
• Must be able to solve technical PC issues over the phone/by remoting into a person’s computer.
• Experience with PC imaging and provisioning in the office and classrooms.
• Basic Windows Active Directory knowledge as it pertains to policy and password management.
• Basic Networking TCP/IP knowledge is required; basic troubleshooting of telephony and communications devices required.
• Can troubleshoot PC issues remotely or in person
• Can troubleshoot audio visual technology issues and assist users with the classroom technology.

Knowledge, Skills, Abilities

• Perform duties professionally and collaborate with team members to accomplish the mission, vision and goals of the department.
• Ability to learn new technologies as new products and services are adopted.
• Must have excellent verbal and written communication skills. This includes the ability to explain technical terminology to non-technical end users and create knowledge base documentation.
• Must be highly self-motivated and directed. Must also possess a keen attention to detail.
• Excellent interpersonal skills and customer service orientation are a must.
• Should be able to work under pressure and be able to change priorities quickly in a fast paced environment.
• Local travel to other LCCC sites and on-call escalation support required.
• May mentor, train, other staff members and/or student workers
• Replace equipment that has reached the end of its warranty or lifecycle

Preferred:

• One year of documented technical experience in a fast paced and/or educational environment
• One year of supporting an organization with over 100 pc’s in a fast paced and/or educational environment
• Knowledge of Windows Active Directory as it pertains to group policy, password management, user profiles, permissions and security issues related to applications.
• Ability to understand and troubleshoot audio visual technology issues and assist users with the classroom presentation technology.
• Ability to work flexible hours, travel, and function as a team member. Must possess a high level of the following work skills and behaviors; teamwork/cooperation; initiative, customer service, and commitment to continuous professional growth in skills and knowledge.

403(b), Health insurance, Dental insurance, Life insurance, Employee assistance program, Paid holidays Full-time