Support 2: Information Technology Help Desk

The Information Technology Help Desk Support 2 performs skilled technical level work and duties for multiple site locations in the area of information technology. Performs skilled level duties in support of college systems and programming. Troubleshoots computer software and hardware. Performs complex maintenance and repair of computer software, hardware, and peripherals. Administers and maintains network workstations and related software. Maintains active inventory system for campus technology hardware.

The work schedule for this position is flexible and may include working evenings and weekends and local travel.

• Provides information, guidance and direction to College employees on technology systems, techniques, applications, utilities, operation, and uses of computer hardware, software and other related equipment
• Delivers direction on processes and procedures; schedules activities; and monitors workflow
• Installs, maintains, repairs, and upgrades computers, peripherals, and classroom technology for daily use; maintains networking of computers and peripherals
• Utilizes enterprise tools such as software management, image deployment, mobile device management, security management, and other server-based tools to manage the campus IT environment
• Operates or administers servers, computer workstations; ensures back-up procedures and security measures are followed, configures users, and performs installations and upgrades
• Contacts service contractors for major hardware malfunctions; schedules and oversees regular computer preventive maintenance
• Works with staff and other College departments to develop and document methods and processes to improve product quality and client satisfaction. Maintains records of work activities and documents recurring, difficult or complex problems
• Responds to phone calls, emails, and in person requests for any I.T. related assistance and problem solves for a quick resolution
• Compiles data, prepares and reviews a variety of reports; identifies trends; recommends solutions and resources
• Performs all other duties and responsibilities as assigned or directed by the supervisor

• High school diploma or GED and
• One to three years of related experience and
• Valid Arizona driver’s license

or

• An equivalent combination of certification, education and experience sufficient to successfully perform the essential duties of the job such as those listed above

Preferred:

• Vocational or technical training in Computer Science, Informational Technology, or a closely related field of study

• Skill in installation, repair, and maintenance of network and/or computer hardware, software, and peripherals
• Skill in verbal and written communication with the ability to explain technical concepts to audiences with a wide range of technical skills
• Skill in performing a variety of duties, often changing from one task to another of a different nature
• Skill in positive, productive and flexible customer service
• Ability to work independently as well as in a team environment

Physical Requirements:

Environment: Work is performed primarily in a standard office environment with staff contact and frequent interruptions.

Physical: Primary functions require sufficient physical ability and mobility to work in an standard office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull moderate (up to 50 pounds) amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; may be required to travel to other locations using various modes of private and commercial transportation; and to verbally communicate to exchange information.

Vision: Ability to see in the normal visual range with or without correction.

Hearing: Ability to hear in the normal audio range with or without correction.