Technical Support Specialist

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Department:

FLSA:

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JOB SUMMARY:

The technical support specialist is responsible for maintaining PCOM hardware and software, including desktops, laptops, peripherals, operating systems, and access to network and local applications, in accordance with PCOM's operational standards and end user requirements. The incumbent assists staff and students with technical and network access issues they may encounter while using technology on campus and remotely.

The incumbent is required to work variable eight-hour shifts or on-call work schedules.

JOB DESCRIPTION:

The successful incumbent will perform the following duties, with or without reasonable accommodations:

• Provide technical assistance and troubleshooting on PCOM-issued equipment to students and staff in assigned departments or functional areas, or in general, by various modes, including phone, videoconference, or in person.
• Perform scheduled and ad hoc installations and maintenance of PCOM-approved hardware and software, including but not limited to, desktops, laptops, workstations, printers, operating systems, and networked and approved local applications.
• Perform scheduled and ad hoc audits of hardware and software operability; collaborate with other team members, vendors, and third party service providers, as appropriate, to resolve issues.
• Train end users on the use of technical equipment, including approved hardware and software applications; participate in departmental training activities.
• Assist with compiling information for and drafting departmental policies and procedures, including but not limited to quality review, business interruption, and disaster recovery manuals.
• Maintain knowledge of trends, best practices, and new and emerging hardware and software technology developments; apply knowledge to recommend and implement changes in policies, procedures, and technology training plans, as appropriate.
• Collect and compile information and statistics related to technology use; assist with the preparation and distribution of reports to stakeholders.
• Compile and distribute regular and ad hoc reports

REQUIRED SKILLS AND EXPERIENCE:

• Minimum of three years' experience in a technical support role, including in the areas of desktop and applications support, preferably in a multi-location organization.
• Demonstrated consultation skills.
• Strong project management skills, including managing scope of work; ability to manage multiple projects and priorities simultaneously towards achieving desired outcomes.
• Strong customer service orientation.
• Strong communication skills, including interpersonal, verbal, and written.
• Strong analytical and critical thinking skills.
• Proficiency with word processing, email, and virtual meeting applications, preferably on the Google Workspace or Microsoft 365 platforms..
• Proficiency in Internet protocols and standards, such as TCP/IP and LDAP, preferred.
• Practical knowledge of Active Directory, Group Policy, SCCM, MDT, LAN/WAN, and mobile device technology, preferred.
• Current CompTIA A+ and CompTIA Network+ certifications, preferred.

EDUCATION AND CERTIFICATIONS:

• Bachelor's Degree in an applied technology area, such as information systems or computer science.

PHYSICAL REQUIREMENTS:

• Ability to view computer screens for extended periods, up to eight hours per day.
• Manual dexterity and mobility to use personal computers and other office equipment.
• Ability to sit or stand for prolonged periods.

Starting Salary: $20.86/hr

The referenced salary range is based on PCOM good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. PCOM offers a total rewards package that supports our employees' health, life, career and retirement.

PCOM prohibits discrimination on the basis of age, race, sex, color, gender, gender identity and expression, national origin, ethnicity, ancestry, sexual orientation, religion, creed, disability, genetic information, marital status, pregnancy, military and military veteran status or any other legally protected class status in all its programs, activities, and employment practices.