WHAT YOU WILL DO

Provides support to end users on a variety of issues. Identifies, researches, and resolves system problems. Ensures that the service level of the agreement is up to standard and performs a variety of complicated tasks, end-user technologies, and commercial and custom applications such as email and collaboration tools, administrative applications, learning systems, identity systems, web platforms, etc. Test, install, configure, and troubleshoot audiovisual equipment, computer-based hardware, printers, and software. Help ensure that IT and business processes are properly executed. Analyze metrics for continuous improvement and assess how key performance indicator (KPI) goals are being met. Identify, recommend, implement, and support audiovisual equipment, coordinate with vendors, business users, Solutions Managers, Endpoint, Service Desk, and other stakeholders. Will provide technical guidance and support for campus events between TJC employees and 3 rd party technical support vendors. Create proper knowledge base documentation, diagrams, and other detailed instructions to help employees and staff make the best use of the technologies. Function as a subject matter expert on multiple end-user technologies and applications. Coordinate troubleshooting and support efforts. Keep up to date with each area's technical processes by attending user meetings and spending time with different faculty and staff. Keep up to date with multiple technologies utilized on campus by attending meetings and specialized training. Keep abreast of the latest technological advancements by (a) studying technical journals, (b) attending seminars on and off campus, (c) learning and sharing knowledge with peers, and (d) using all other resources of learning possible.

COMPETENCIES

Knowledge, Skills, and Abilities Collaboration/Teamwork, Communication (Oral and Written), Interpersonal Skills, Leadership, Multi-tasking, Organizational Skills, Problem-solving, Time Management, Adaptability, Confidentiality and Discretion in Handling Sensitive Departmental Information, and Professionalism in an Education Setting.

SUPERVISORY RESPONSIBILITIES

Individual Contributor Work Environment:

Indoor office setting with regular work required outside of normal business hours.

Physical Demands:

Sitting, walking, standing, bending, lifting up to 25 pounds, repetitive typing, and regular use of standard office equipment.

Travel Required:

Yes - Minimal If travel is required, the candidate must have and maintain a current, valid Texas driver's license and an acceptable driving record

WHO YOU ARE

Required Education Associate's degree Required Experience Two years of related experience Required Credentials/Licensures IT related certifications (i.e., CompTIA A+/Network, MTA, AWS, Microsoft Fundamentals) preferred. Audio-Visual related certification(s) (i.e., CAVT, CTS, CAVP, CVE, PAVT, DSE) preferred. Candidate must be willing to pursue additional Technology certifications post-employment as mandated by management. Preferred Education Bachelor's degree Additional Job-Specific Requirements Analyze and design end-user technologies and audio-visual systems. Install, upgrade, and configure vendor software and hardware. Test and support multiple end-user technologies and applications. Troubleshoot hardware and application connectivity across networks and firewalls. Answer and resolve hardware and application questions and problems. Provide technical guidance and support to end-users. Assist end-users in developing product solutions. Work in a team environment. Communicate well orally and in writing.

ADDITIONAL INFORMATION EXPECTATIONS

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Will have contact - in person, by email, or by phone - with staff, students, and the general public. Must exhibit a sensitivity to and an understanding of the diverse academic, socio-economic, cultural, and ethnic backgrounds of staff and students and to staff and students with disabilities. Regular and punctual attendance is an essential function of each employee.

NOTE:

With or without reasonable accommodation, the individual in this position must possess the competencies and must be able to perform the essential functions and duties of the job as described above - including essential tasks requiring specific physical demands. This is a security-sensitive position. 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