Desktop Support Specialist

Desktop Support SpecialistColumbia College is seeking a dedicated and proactive Desktop Support Specialist to join our Technology Services team. This role ensures the seamless operation of technology for our faculty, staff, and students, directly contributing to the academic and operational excellence of our institution. The ideal candidate will be passionate about technology, possess exceptional customer service skills, and a desire to thrive in a collaborative environment.Essential Functions:Technical Support and Troubleshooting: Diagnose and resolve issues related to desktops, laptops, printers, and other peripherals, ensuring minimal disruption to daily operations. Provide responsive and empathetic support to faculty, staff, and students through phone, online, and in-person interactions, fostering a supportive and efficient learning and work environment. Ensure timely and effective resolution of technical issues, thereby improving the overall experience for our faculty, staff, and students.Software and Equipment Management: Install, configure, and update software and operating systems, ensuring all devices are secure and up to date. Assist with the set-up and configuration of new equipment, ensuring all devices meet institutional standards and are ready for use. Perform routine maintenance on devices to prevent technical issues, contributing to the longevity and reliability of college technology. Maintain accurate records of hardware, software, and equipment, supporting efficient resource management and planning.A/V Support: Provide support for audiovisual (A/V) technologies used in classrooms, conference rooms, and campus events. This includes setting up and maintaining projectors, sound systems, video conferencing equipment, and interactive displays.Mission Alignment and Professional Conduct:Perform job duties in alignment with Columbia College's vision, mission, and values, actively contributing to the development and success of the Technology Services department.Deliver superior customer service, building strong relationships with all college constituencies.Fulfill additional responsibilities as assigned, demonstrating flexibility and a commitment to the college's needs.Display respect and civility in all communications, fostering a positive and inclusive campus environment.Maintain regular and punctual attendance during established hours of operation, with the flexibility to work additional hours as needed.Supervisory Responsibility: Yes: Student Employees Position reports to: Senior DirectorRequired Core Competencies and Professional Experience:Ability to fluently read, write, and understand the English language.Proficiency with the following but not limited to: active listening; speaking; writing; critical thinking; judgment and decision making; monitoring; reading comprehension; time management; coordination; and management of personnel resources.Proficiency in using a variety of computer and technology-related software and equipment, including Microsoft Office products and database systems.Proficiency in using web-based technologies, including database systems.Ability to work independently and in a team environment, with or without direct supervision.Excellent communication, interpersonal, customer service, and organizational skills.Ability to successfully pass clerical speed and accuracy aptitude tests.Minimum Qualifications:Associate's degree, or high school diploma with relevant experience.Prior customer service and/or desktop support experience.Proficient with Microsoft operating systems and Office suite.Aptitude for troubleshooting hardware and software issues.Strong customer service skills, with the ability to manage difficult situations with patience and professionalism.Preferred Experience:Bachelor's degree in computer science or related field.Technical certifications (CompTIA A+, ACSP, HDICSC, or related).2-3 years of desktop support or related support experience.Experience with Apple OS and iOS support. (Apple School Manager, JAMF)Other Requirements:Ability to satisfy, within the parameters set by the College and consistent with applicable federal, state and local laws, a criminal background check as a condition of employment. Occasional travel to remote campus locations for technology refresh visits.Physical Requirements:The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Accommodation may be made to enable individuals with disabilities to perform the essential functions. Individuals seeking accommodation should contact the Human Resources Department without delay. While performing the duties of this job, the employee is regularly required to sit for long periods of time, talk, and hear. The employee is required to use hands and fingers to handle or feel; reach with hands and arms; climb or balance; and stoop, kneel, or crawl. Employee must be able to type on a computer keyboard and use a computer monitor on a regular basis.Work Conditions:The work environment conditions described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee is rarely exposed to outside weather conditions; however, possible exposure to hazards and physical risks to personal safety may occur while operating certain equipment. The noise level in the work environment is usually mild.