Serves as a senior member of the Campus Technology Services (CTS) team, administering desktop and classroom technology, event support, LAN/network administration, and both first- and second level problem resolution. Maintains and manages personal computers, peripheral devices, instructional equipment, computer laboratories, and administrative and instructional software while supervising technical support staff to ensure efficient operations and high-quality service delivery.

1. Receives and documents technical support requests from classrooms, departments and site users, providing timely assistance for PCs, laptops, printers, peripheral equipment, networks and servers with clear communication across all service channels.

2. Troubleshoots, diagnoses, and resolves first- and second-level hardware, software, and network connectivity issues escalating complex problems to the Office of Information Technology (OIT) department or vendors for timely resolution.

3. Maintains clear and accurate documentation on actions taken in problem, request, and resolution logs. Maintains and distributes user request forms, training manuals and related documentation.

4. Supports maintenance, repair, training, security of campus learning spaces, conference rooms, and common areas, ensuring facilities remain secure, accessible, and effectively operated by Technology Services.

5. Installs, configures, and maintains software, PCs, laptops, printers, hardware, peripherals, and instructional equipment, ensuring network connectivity across the college-wide infrastructure and accurate inventory records.

6. Diagnose hardware malfunctions, replace components and perform other minor maintenance and repair. Coordinates major repair of hardware with users, other college staff and/or outside vendors as needed.

7. Supports the training and inventory of technology-enhanced rooms; assists faculty and staff with computers, equipment, and software; and maintains procedural manuals, FAQs, (OIT) web pages, and technical documentation as required.

8. Responds to requests for customer account creation and access privileges; assists with coordinating and supporting port patching, cabling, and other LAN/WAN duties; and maintains hardware, software, and asset records to ensure reliable technology operations across the college.

9. Prepares clear, accurate, and comprehensive hardware and software specifications and purchase requisitions within assigned areas of responsibility, while also developing regular status reports and special project updates-to ensure effective tracking and communication of technology operations.

10. Serves as liaison to college offices, committees and other OIT division personnel, providing troubleshooting and hands-on support as needed, while delivering virtual college wide.

11. Continuously enhances job knowledge through educational opportunities, professional publications, personal networks and active participation in professional organizations, while engaging in college-wide escalation and communication channels to ensure timely, responsive, and effective information sharing.

12. Performs other related duties as assigned.

Completion of specialized computer support courses. 

Two (2) years of experience related to the essential job functions required.

1.      Knowledge and/or applied skills and abilities in the following areas:
 a. Basic principles and practices of computer platform and network operating systems.
 b. Installation and configuration of hardware, software and network connectivity.
 c. Troubleshooting and resolving hardware and software problems, including device errors and failures.
 d. Standard software packages, including word processing, spreadsheet, presentation, graphics and database programs.
 e. Help desk functions, policies and procedures.
 f. Research techniques, methods and procedures.
 g. Storage and inventorying of hardware, software and instructional media.

2.     Ability to communicate effectively interpersonally, orally, and in writing.

3.     Ability to define problems, collect data, establish facts, and draw valid conclusions.

4.    Strong troubleshooting skills and ability to effectively resolve or escalate issues to management or vendor support areas as necessary.

5.     Ability to meet deadlines and to achieve and maintain expected productivity levels.

6.    Ability to learn new technologies, systems and software and adapt to change on an ongoing basis.

This job primarily operates in a professional office environment. The employee will routinely operate standard office equipment including but not limited to computers, keyboards, mouse, phones, photocopiers, printers, scanners, filing cabinets and fax machines. While performing the duties of this job, the noise level in the work environment is usually quiet to moderate.

Typical physical competencies include but are not limited to frequently remaining stationary, moving, reaching, positioning self and occasionally ascending/descending, lifting/moving objects weighing between 5-15 pounds. This job also entails frequently communicating, discerning and exchanging information, detecting and perceiving objects up close, at a distance, and the ability to adjust focus. Cognitive abilities include but are not limited to frequently using discretion, judgment, reasoning, memory, learning, maintaining confidentiality, comprehension, problem solving, and decision-making.

The typical work environment, physical and cognitive demands listed above are representative of those that must be met by an employee to successfully perform the essential functions of this job. The College has a process to identify and make available reasonable accommodations to enable individuals with disabilities to perform the essential functions.