Specialist, Instructional Technology

In a team environment, the Part Time Instructional Technology Specialist offers support and technical assistance to the College classrooms and end-users who are using software, hardware, or other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers. College Intro: Lake Michigan College, located in Benton Harbor, Michigan, is a vibrant community college committed to providing high-quality education and fostering a supportive learning environment. The college offers a diverse range of programs and degrees, including associate degrees, certificates, and transfer programs designed to help students achieve their academic and career goals. With modern facilities, experienced faculty, and a strong focus on student success, Lake Michigan College prepares students for a variety of careers and further education opportunities. Whether you’re looking to start your college journey, enhance your skills, or explore new career paths, Lake Michigan College provides the resources and support needed to succeed. Essential Functions:

1. Provides first-line troubleshooting for all academic/classroom technology tools and software. 2. Collaborates with Institutional Design and Teaching Technology in assessing, installing, and troubleshooting classroom instructional technology tools. 3. Serve as the first point of contact for customers seeking technical assistance over the phone, email, or the service desk ticketing system 1. Record events and problems and their resolution in the ticketing system 2. Perform routine troubleshooting through diagnostic techniques and pertinent questions 3. Troubleshoot, diagnose, and resolve technical hardware and/or software issues 4. Determine the best solution based on the issue and details provided by customers 5. Provide quick resolution, follow-up with customers, and excellent customer service 6. Provide accurate information on IT products and services 7. Redirect unresolved issues to the next level of support personnel 8. Provide needed information on IT products or services 9. Provide feedback on processes and make recommendations on areas to improve 10. Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting. 11. Assist with Installation, configuration, and upgrades for PC software 12. Assist with maintaining inventory of equipment and software 13. Pass on any feedback or suggestions by customers to the appropriate internal team 14. To provide the best service to our external and internal customers, all positions at Lake Michigan College require regular and predicable on-site attendance as an essential job functions. Under certain circumstances, the College may consider alternative work arrangements and will do so in compliance with and according to the parameters outlined in the College’s Flexible Scheduling and Remote Work Options policy. 15. Other duties as assigned Other Duties: Under the direct supervision of the Manager, IT Security &Operations, the Part Time Instructional Technology Specialist is accountable for the maintenance and support of classroom and online instructional technology and providing training and support for faculty and students in the use of academic technology tools. the part-time helpdesk support technician also manages incoming requests and creates solutions to unexpected problems. The individual will be heavily involved with day-to-day helpdesk activities, including resolution of IT problems, answering call and emails, responding to incoming tickets, communication with IT staff and customers, and providing timely support to ensure timely response within applicable SLA timeframes and appropriate resolution. Job Specifications, 1. * Do you have an Associate’s degree or higher?

• No Response
• Yes
• No 2. * Briefly describe your experience as it relates to this position. (Open Ended Question)

1. • Briefly describe your hands-on experience with diagnosing and resolving basic technical issues. (Open Ended Question)

Required Documents

Required Documents

1. Cover Letter
2. Resume

Associate degree required, associate degree in Computer Information Systems (CIS) or Computer Science (CS) is preferred. A+ or equivalent certification is preferred. General awareness of computer systems, PC repair, and network management is required. Good knowledge of and demonstrated ability to troubleshooting issues. Hands-on experience with diagnosing and resolving basic technical issues. Ability to effectively interface with technical and nontechnical staff at all levels. Proven communication, active listening, analytical, and problem-solving skills required. Customer oriented and patient. Excellent communication and interpersonal skills. To provide the best service to our external and internal customers, all positions at Lake Michigan College require regular and predicable on-site attendance as an essential job functions. Under certain circumstances, the College may consider alternative work arrangements and will do so in compliance with and according to the parameters outlined in the College’s Flexible Scheduling and Remote Work Options policy.