Technical Support Specialist

Technical Support Specialist

The Technical Support Specialist provides frontline technical support for the College's technology environment by installing, maintaining, troubleshooting, and supporting desktop computers, laptops, classroom technology, audio/video systems, and related hardware and software. This position partners closely with faculty, staff, and students to ensure technology is reliable, secure, and supports teaching, learning, and daily operations across multiple campus locations. The Technical Support Specialist delivers responsive customer service, manages technology assets and support requests, assists with technology planning and equipment lifecycle management, and contributes to a secure, standardized, and continuously improving information technology environment.

Install, configure, deploy, and maintain desktop computers, laptops, printers, mobile devices, peripherals, operating systems, and software applications.

Diagnose, troubleshoot, repair, and resolve hardware, software, operating system, and peripheral equipment issues for faculty, staff, and students.

Install, support, maintain, and troubleshoot classroom instructional technology, audio/video equipment, conferencing technology, and related instructional systems; collaborate with faculty to develop technology solutions that support instructional needs.

Configure and support workstation connectivity, including basic network configuration, wireless connectivity, and peripheral network devices; collaborate with network administrators to resolve advanced connectivity issues.

Maintain operating system images, software deployments, inventory records, software licensing, and endpoint configurations to ensure consistency and compliance with institutional standards.

Apply operating system updates, software patches, firmware updates, and endpoint security controls to maintain system reliability, security, and compliance.

Monitor, prioritize, document, and resolve incidents and service requests through the College's ticket management system while meeting established service level expectations and maintaining accurate records.

Provide exceptional customer service by communicating technical information in a clear, professional, and understandable manner while ensuring customer satisfaction throughout the support process.

Maintain accurate technology asset inventories, monitor equipment lifecycle status, and assist with technology procurement, equipment refresh planning, and technology standardization initiatives.

Assist the Information Technology Director with strategic planning related to desktop computing, classroom technology, endpoint management, technology standards, and future technology initiatives.

Develop, coordinate, train, and oversee student employees or interns performing technical support functions, as assigned.

Create, maintain, and update technical documentation, knowledge base articles, standard operating procedures, and user support materials.

Maintain confidentiality of institutional information and comply with College policies, cybersecurity standards, licensing requirements, change management processes, and applicable federal and state regulations, including FERPA.

Participate in professional development opportunities to remain current with emerging technologies, cybersecurity practices, instructional technologies, and industry best practices.

Collaborate effectively with Information Technology staff and campus departments to improve technology services, operational efficiency, and user experience.

Perform other duties as assigned.

Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be: Education: Associate's degree in Information Technology, Computer Information Systems, Computer Science, or a closely related field preferred. Equivalent combinations of education, technical training, certifications, and directly related experience may be considered. Experience: Two (2) years of progressively responsible experience installing, configuring, maintaining, and troubleshooting computer hardware, software, operating systems, and peripheral equipment preferred. Experience supporting audio/video or classroom technology, working within a help desk or ticket management environment, maintaining technology inventories, and providing customer-focused technical support is preferred. Experience communicating effectively with individuals from diverse backgrounds, documenting technical information, supporting technology in an educational environment, and collaborating across departments is highly desirable. License or Certificate: Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, Apple, or related certifications are preferred. Possession of, or the ability to obtain, an appropriate, valid driver's license and an acceptable driving record that does not exclude the driver from coverage under WNCC's vehicle insurance required.

The work is performed in office, classroom, laboratory, and technology infrastructure environments with frequent travel between College locations. Duties require regular use of computers and standard office equipment and frequent interaction with faculty, staff, students, and the public. Physical requirements may include: Frequently remain in a stationary position while operating computers and technical equipment. Frequently move throughout campus facilities, classrooms, offices, and technology spaces. Frequently position oneself to install, inspect, or repair equipment, including bending, kneeling, crouching, reaching, climbing ladders, and working under desks or in confined spaces. Frequently operate tools, keyboards, hand controls, and other equipment requiring manual dexterity. Frequently communicate verbally and in writing and exchange accurate technical information. Frequently observe and distinguish details on computer screens, wiring, equipment indicators, and technical documentation. Occasionally lift, carry, push, or pull equipment weighing up to 50 pounds independently and heavier equipment with assistance or appropriate lifting devices. May occasionally work outside normal business hours to support technology deployments, maintenance, emergency response, or special events.