IT Specialist I

IT Specialist I

The role of the IT Specialist I is to provide a point of contact for end users to receive support and maintenance within the organization's multi-device computing environment. This is a first-tier position which includes receiving, prioritizing, documenting and actively resolving initial end user requests for assistance (in person, by telephone, chat, walk-ins or via e-mail). Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop, laptop, tablet and mobile device levels.

Essential Position Functions:

• Receives, prioritizes, documents and actively resolves initial end user requests for assistance in person, by telephone, chat, walk-ins, e-mail, or via remotely.
• Acts as eyes and ears at the different campuses to note trends or possible potential problems before they become major issues.
• Answers questions regarding installations, setups, error messages and ticket status and refers difficult or undocumented issues to the appropriate resource.
• Assists and advises staff and faculty in a mixture of various specialist areas for College software and hardware issues to accomplish what they need.
• Maintains list of undocumented issues and assists in developing procedures, acquiring and maintaining documentation or other information, printed or electronic, and distributes to appropriate personnel.
• Assists members of the ITS team through shared knowledge, innovative ideas and expertise to improve customer support processes.
• Creates records and maintains appropriate data for tracking College ITS, hardware and software issues.
• Installs, maintains and upgrades documented hardware and software on College computers locally or via remote control software.
• Maintains and replenishes spare parts and equipment inventory.
• Maintains the College's web page regarding technology information.
• Maintains and monitors all computer resource areas.
• Participates in cross-training efforts to broaden support scope and technical skills.
• Performs basic IT operations (for example, changing or resetting passwords, performing routine preventative maintenance and clearing/deleting jobs in print queues).
• Modifies security rights/permissions on computers.
• Performs initial troubleshooting and repairs of both hardware and software issues via local and remote access.
• Assists with maintenance and repair of connected classroom technology in learning spaces. If and when more advanced troubleshooting is needed Help Desk staff member will contact the ITS AV Techs.
• Troubleshoots hard-wired network, wireless network, and our VLAN.
• Provides on-the-job technology and process training to end users as necessary.
• Purchases supplies and reconciles monthly expenditure statements.
• Reports unsolved problems to supervisor in a timely manner.
• Researches and maintains a working knowledge of the installation and configuration issues related to MCC ITS products.
• Required to work with diverse and various operating systems and platforms.
• Assists users connecting with a wide range of personal devices to connect to MCC's wireless network.
• Follows all federal guidelines regarding handling of confidential student, staff and faculty information and utilizes proper identification verification procedures to comply with FERPA requirements.
• Provides input to budgeting processes and procedures.
• Consistently and dependably attends work, activities, training and functions as scheduled or assigned.
• Processes name changes submitted by Records and Human Resources.
• Troubleshoots telephone and voicemail issues.

Work Environment:

Monday-Friday, 7:30am-4:30pm

On premise position located at South Omaha Campus with potential for area-wide service.

Knowledge, Skills, and Abilities:

• Ability to learn new or changing information technologies.
• Ability to maintain professionalism, patience and understanding in stressful situations.
• Ability to make decisions based on the policies of the College through communications with the customer and all levels of support needed to accomplish what is needed in educational environments.
• Ability to manage and prioritize multiple tasks.
• Ability to pay close attention to detail.
• Ability to research and solve routine problems, effectively utilizing documentation and tools to assist in first call resolution of issues.
• Strong problem-solving skills and sound judgment and decision-making skills.
• Ability to respond effectively to the most sensitive inquiries or complaints remaining within the Family Educational Rights and Privacy Act (FERPA) laws.
• Ability to coordinate with second level teams to provide issue resolution.
• Ability to occasionally lift 50 pounds.
• Ability to sit for long periods of time.
• Good written communication skills.
• Ability to converse on the telephone, via chat and in person with students, faculty staff and public.
• Ability to interpret and translate technical terminology for users.
• Ability to troubleshoot with users to resolve issues.
• Ability to work well with minimal supervision in a team-oriented environment.
• Ability to write and maintain accurate records.
• Basic knowledge of network technology and various operating systems.
• Basic knowledge of wireless technology.
• Demonstrated skill in handling customer support issues.
• Effective communication, interpersonal, conflict resolution and organizational skills.
• Knowledge and understanding of computer hardware and software and ITS Applications.
• Knowledge of College policies and procedures relating to Information Technology.
• Ability to effectively work and interact with various cultures and ethnicities.

Minimum Qualifications for Education and Experience:

• Associates Degree preferred.
• One (1) year of job-related work experience such as IT Support experience preferred with mix of phone support and hands-on.
• Information Technology certification preferred (examples: Help Desk Institute, A+, Network+, MS Desktop Technical Support Certifications).
• This position is categorized as "designated," as it pertains to temporary College closures or adverse conditions.
• Ability to travel between campuses for meetings or position responsibilities and must possess a valid driver's license in order to operate college vehicles.
• Must pass background check.

The specific statements shown in each section of this description are not intended to be all inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. Metropolitan Community College recognizes that an individual with a disability may require an accommodation to enable the candidate to successfully perform a job function. Consideration will be given to reasonable accommodations.