Find & Apply For Computer Support Specialist Jobs in Sheldon, Iowa

DIVISION

Technology and Information Services

SUPERVISOR

Director, Technology and Information Services

BASIC FUNCTION

Full-time position responsible for providing technical support and administering college computer systems, hardware, peripherals, classroom technology, network connectivity, wireless systems, servers, Microsoft 365 services, security systems, and other critical infrastructure for Northwest Iowa Community College (NCC). Performs maintenance, analysis, troubleshooting, repairs, documentation, upgrades, and ongoing support for technology systems and services. Responds to user needs and service requests while collaborating with Technology and Information Services staff and contracted support personnel as required.

QUALIFICATIONS

Required

• Associate Degree in Applied Computer Technology or equivalent experience.
• One to two years in tech support, network administration, or customer service.
• Strong knowledge of PC hardware, software, and networking protocols.
• Familiarity with standard IT support methodologies. Preferred
• Three to five years' experience in computer support, network administration, or customer service.

DESIRED QUALITIES AND CHARACTERISTICS

1. Excellent communication skills. 2. Willing to learn new skills to support IT staff in assisting employees and students and in helping maintain smooth, reliable network operations. 3. Ability to install, maintain, troubleshoot, and support PCs and related technology. 4. High degree of confidentiality. 5. Must have good customer service communication skills and knowledge of commonly used concepts, practices, and procedures in computer support, networking, and customer service.

DUTIES/RESPONSIBILITIES

Position Objective 1. Provide front-line technical support for employees and students, resolving issues with computers, software, and campus IT services. Assist Network Administrator with routine networking tasks and help maintain the systems and infrastructure that support Northwest Iowa Community College (NCC) and its remote locations. Nature and Scope 1. Provide technical support for college computers, peripherals, classroom technology, and other end-user devices. 2. Image, configure, deploy, maintain, upgrade, and replace college computers and related hardware and software. 3.

Assist Network Administrator with:

a. Support for LAN, WAN, wireless systems, network switches, connectivity, and other network infrastructure. b. Administration, maintenance, troubleshooting, and upgrades of virtual and physical servers and related systems. c. Support for Microsoft 365, e-mail, file storage, security, virus and anti-spam protection, and other application or infrastructure services. d. Support system and file backup and restore processes and assist with maintaining reliable and secure technology services. e. Support for VOIP telephone systems f. Other technology services as assigned. 4. Assist in the proper and efficient business functionality of installed desktop software and other software products deemed critical to NCC. 5. Support upgrades and technology projects issued by the Technology and Information Services department. 6. Work closely with the Director, Technology and Information Services and contract network engineering or other technical support staff on network, server, infrastructure, and end-user support. 7. Develop, communicate, and distribute answers to frequently asked questions through the ticketing system and analyze ticket information for training issues and service requirements. 8. Assist with obtaining quotes, purchasing technology requirements, and maintaining software license agreements as assigned. 9. Assist the entire Technology and Information Services department staff as needed. Key Elements 1. Enjoy the process of providing quality and timely customer service. Must have strong people skills in listening, patience, friendliness, and use of diplomacy, as well as problem-solving skills, ability to work under pressure, and ability to think logically. 2. Ability to accept change as a normal function of the position. 3. Willingness to attend training for continuous improvement. 4. Willingness to travel when required. 5. Needs to be very approachable and keeps their composure in handling difficult problems and situations. 6. Receive customer telephone calls or call tickets requesting support for information, problems, and services. 7. Perform diagnosis and resolution tasks for problem/service requests involving end-user devices, software, connectivity, and infrastructure. 8. Perform research necessary to provide desired support or service as required. 9. Escalate problem/service requests to the Director, Technology and Information Services or appropriate technical support personnel as required. 10. Communicate with management regarding work activities, issues, and obstacles. 11. Maintain knowledge of NCC systems and services supported. 12. Serve on college committees and teams as appropriate. 13. Other duties as assigned.

WAGE/SALARY RANGE

dependent on education and experience.

APPLICATION CLOSING DATE

applications accepted until the position is filled; review of applications to begin immediately.

ANTICIPATED EMPLOYMENT DATE

as soon as possible. View full job description undefined