Desktop Support Specialist

Provides quality support with a high degree of customer service, technical expertise, and timeliness. Performs both routine and complex tasks to aid in ongoing support of campus-based technologies. This employee is expected to work in a multi-cultural, diverse working environment. Typical Duties: Research, resolves, and responds to complex technology questions in accordance with current standards. Acquires, maintains, and expands knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions. Leads or participates in team projects that enhance the quality or efficiency of support. May be called upon to temporarily perform as a team lead in the absence of the Desktop Support Manager, which could include training and guidance to IT agency temporary employees. Consults with end-users to determine technology needs. Studies vendor products to determine those that best meet user needs, recommending hardware and software packages and standards. Installs, maintains new and existing hardware. Provides support for software, peripherals, network nodes, wiring, and/or campus-based technologies. Participates in the research of new technologies. Documents, debugs, and prepares end user and departmental procedures. Performs other related duties, as assigned. Ability to work additional hours, as needed. Knowledge and Skills Required: Knowledge of personal computers and related hardware and software Knowledge of operating systems and application software Knowledge of GUI applications used in a Windows operating environment Familiar with iOS, Android, and MAC operating systems Knowledge of problem solving and troubleshooting methods Skills in verbal and written communications and customer service practices Ability to work as a team player in a multi-cultural, diverse working environment Ability to lift up to 50 pounds Minimum Education and Experience Required: Education: Associate's degree (Information Technologies or related field preferred) or technical training equivalent. In lieu of an Associate's degree, 2 or more years of position-relevant experience, preferably in higher education (these years of experience may run concurrently with the experience requirements below). Bachelor's degree (Information Technologies or related field preferred) preferred. Experience: Two (2) years of PC support experience in a networked environment. #J-18808-Ljbffr Oakland Community College