IT Support Center Specialist - Level II

Summary Responsible for providing Level 1 and 2 support to end-users throughout the College. Reports to the Director of IT Support Services. Essential Duties and Responsibilities Provides support to end users. Support covers Windows & Mac operating systems & hardware, mobile devices, LAN issues, MS Office, Google Apps, MyLCCC Portal, Zoom Workplace, Banner, and classroom presentation technologies, utilizing LCCC’s current incident management system. Provides after hours support when needed by the College. Participates in managing the volume of incoming calls to the IT Support Center via both telephone and e-mail to ensure timely response and resolution of issues. Ensures proper documentation, notification, escalation, tracking, and follow-up of all issues and incidents. Deploys, maintains, supports, and upgrades Windows PCs, MACs, operating systems, peripheral hardware, and printers. Deploys printers and has the ability to troubleshoot printing issues and elevate as needed. Fosters a positive and collaborative work environment and shows a sense of urgency when problems arise or a classroom is having issues. Learns how to provide A/V support as needed for events, classrooms and meetings. Works with AV technician collaboratively if more help is needed. Enters all equipment properly into LCCC asset tracking database. Performs other related duties as assigned and/or required. Qualifications Education Associate Degree in computer related discipline or equivalent from an accredited institution. Certifications Act 153 Clearances (Act 34 PA Criminal Background, Act 151 PA Child Abuse History, Act 114 FBI Clearance Fingerprinting) ComptiA A Plus – If not in possession, must acquire within the first 6 months of employment. 1 year of documented work experience in client support related activities such as installing PC workstations, providing technical support for software, or installing and maintaining PC hardware. Work Experience Working knowledge of Windows 11 and/or Mac OS Installs software on new and existing devices in accordance with documented procedures and/or creates procedures for our document library. Must be able to solve technical PC issues over the phone or by remoting into a person’s computer. Experience with PC imaging and provisioning in the office and classrooms. Basic Windows Active Directory knowledge as it pertains to policy and password management. Basic Networking TCP/IP knowledge is required; basic troubleshooting of telephony and communications devices required. Can troubleshoot PC issues remotely or in person. Can troubleshoot audio visual technology issues and assist users with the classroom technology. Knowledge, Skills, Abilities Perform duties professionally and collaborate with team members to accomplish the mission, vision and goals of the department. Ability to learn new technologies as new products and services are adopted. Must have excellent verbal and written communication skills. This includes the ability to explain technical terminology to non-technical end users and create knowledge base documentation. Must be highly self-motivated and directed. Must also possess a keen attention to detail. Excellent interpersonal skills and customer service orientation are a must. Should be able to work under pressure and change priorities quickly in a fast paced environment. Local travel to other LCCC sites and on-call escalation support required. May mentor, train other staff members and/or student workers. Replace equipment that has reached the end of its warranty or lifecycle. Preferred One year of documented technical experience in a fast paced and/or educational environment. One year of supporting an organization with over 100 PCs in a fast paced and/or educational environment. Knowledge of Windows Active Directory as it pertains to group policy, password management, user profiles, permissions and security issues related to applications. Ability to understand and troubleshoot audio visual technology issues and assist users with the classroom presentation technology. Ability to work flexible hours, travel, and function as a team member. Must possess a high level of teamwork/cooperation, initiative, customer service, and commitment to continuous professional growth in skills and knowledge. Physical Demands While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee may regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Work Environment The noise level in the work environment is usually moderate. Equal Opportunity Employer LCCC is an equal opportunity employer and encourages applications from diverse candidates. #J-18808-Ljbffr