Systems Support Specialist

POSITION PURPOSE

The Systems Support Specialist is responsible for assisting College faculty, staff and students with the use of administrative and academic systems. This position provides system support across the IT department.

GENERAL DUTIES AND RESPONSIBILITIES

Provides escalated technical support for staff and students to ensure proper use of systems. Assists with the management and resolution of support tickets using internal and external ticketing systems. Properly documents problem tickets in online Service Desk System and follows up and communicates ticket information to users when appropriate. Communicates, analyzes and troubleshoots user problems and provides proper solutions or remedies. Develop documentation and instructions for the use of NC systems. Creates, modifies and troubleshoots reports to ensure accuracy and efficiency. Assist the IT team with system integration. Modifies and writes scripts as needed for integration and reporting. Monitors application and resource utilization. Assist IT staff with the administration and management of server operating systems, on-premises software systems, and cloud software systems. Provides professional, courteous, prompt and accurate support and solutions to users. Assists other IT technical staff as requested. Responsible for other reasonable, related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of computer operating systems, enterprise and business software systems. Intermediate to advanced skills with using software. Advanced typing skills. Knowledge of basic database concepts. Experience with business communication, writing and customer service. Ability to think logically to solve complex software problems. Ability to quickly identify associations and discrepancies between data. Ability to communicate effectively, clearly and concisely, both orally and in writing, with all levels of the college community, including the ability to exercise patience, tact and good judgment in dealing with end users.

POSITION QUALIFICATIONS

Required:

Associate degree in Computer Information Systems, Information Technology or a related field. May consider any equivalent combination of experience and training which provides the required knowledge, skills and abilities. Must possess a valid driver's license and be insurable by the College auto insurance policy.

Preferred:

Bachelor's degree in computer information systems, Information Technology or a related field. Three years' work-related experience. Experience with Oracle Cloud, Ellucian Colleague, Microsoft SQL Server, Window Server administration and computer programming.

WORKING CONDITIONS

Variances from regular working hours may be necessary to fulfill the responsibilities of the position. Busy working environment with numerous interruptions. Will be required to provide support to all locations and will require travel.

SALARY:

$46,056. annually (This is a 12 month position to be paid over 12 months)