Technology Support Specialist

Mid Michigan College seeks individuals who: value collegiality and mutual respect; use data in decision making; are innovative; are service minded; are goal oriented; strive to continually improve themselves and their work processes; are willing to collaborate and seek to add value in every interaction.

This position functions as a member of the information technology team providing first level support for help desk tickets, technical support and assistance for computer hardware, software, peripherals (scanners, printers, etc.) and classroom technologies. Provides training and oversight of student workers.

Examples of Duties

1. Provide professional, courteous, accurate and timely technical support to Mid’s College community.
2. Provides first level support for incoming help desk tickets and assigns as needed to other techs or other departments.
3. Diagnose any service interruptions, determine root cause and take necessary action to restore service if possible; escalate immediately if needed.
4. Installs, maintains new and existing hardware.
5. Provides support for software, peripherals, classroom technologies, and other campus-based technologies.
6. Document support interactions in the Help Desk incident tracking software in a timely fashion and in a manner that allows others to understand the problem and the work performed.
7. Provide leadership, training, and technical assistance to Helpdesk student workers.
8. Documents, debugs, and prepares end user and departmental procedures.
9. Maintain professional growth and up-to-date knowledge on areas of responsibility through research, continuing education, and training.
10. Adhere to technical escalation and management notification procedures.
11. Understand and adhere to IT standards and policies.
12. Participate fully in team and department meetings.
13. Recommend system changes as needed.
14. Perform other duties as assigned.

• Minimum of 1 year of work experience providing end user support on software applications, software image development and deployment, computer hardware, and/or audio visual equipment required., * Strong interpersonal communication and customer service skills required. Must be able to communicate technical information (both written and verbal) to non-technical people in a supportive and meaningful way.
• Knowledge of Microsoft (Windows), Apple (MAC OS, IOS), Google (Chrome, OS, Android) operating systems, productivity software (MS Office, Google Apps), email (Outlook, Gmail), browser software (IE, Firefox, and Chrome), antivirus and antimalware techniques, wired/wireless network concepts and client configuration, and network printing concepts is required
• A general knowledge of audio/visual systems is preferred.
• Strong troubleshooting and problem-solving skills required via in person, over the phone or email/helpdesk ticket communication.
• Strong organizational skills required.
• Demonstrated ability to independently and cooperatively solve problems, prioritize and troubleshoot issues while simultaneously managing multiple projects and demands preferred.
• A+/Network+/MCP or equivalent certification preferred.
• Ability to remain focused and calm in a busy, relatively open office environment.