IT Support Specialist 1

IT Support Specialist 1

The IT Support Specialist 1 provides entry-level technical support for the college's enterprise IT team, helping ensure reliable, secure technology services for students, faculty, and staff. This role focuses on frontline troubleshooting and customer service, working under the guidance of our senior IT staff while developing the technical skills needed to support the college's mission of educational excellence and digital transformation.

Example Of Duties

Essential Duties And Responsibilities: Member of tier 1 support for end users in the campus community. Provide basic support for end-user applications including Exchange Online, Teams, SharePoint, and OneDrive. Respond to and resolve service desk tickets, phone calls, and walk-up requests for hardware, software, and account issues, escalating complex issues to tier 2 support as needed. Assist the Infrastructure team with basic endpoint tasks, including device enrollment, configuration support, and Windows Autopilot deployment assistance. Perform routine patching, imaging, and software deployment tasks via MECM/SCCM for Windows and macOS devices under guidance from senior staff. Provide first-line troubleshooting and technical support for hardware, software, and network connectivity issues. Assist in maintaining technical documentation, knowledge base articles, and standard operating procedures. Provide basic technology orientation and support to faculty, staff, and students on common college systems and devices. Provide Audio/Video support for instructional Classroom equipment and other scheduled community Events. Support disaster recovery, business continuity, and audit readiness activities as directed. Supervisory Responsibilities: This position has supervisory responsibilities. This position does not have supervisory responsibilities.

Typical Qualifications

High school diploma or equivalent required; Associate's degree in Computer Science, Information Technology, or related field preferred. Relevant IT certifications or up to one year of related IT support experience may be substituted for the degree. Basic familiarity with cloud-based productivity tools (Microsoft 365), end-user devices, and common operating systems (Windows, macOS). Exposure to networking fundamentals (TCP/IP, basic LAN/WAN concepts) preferred. Current or in-progress industry certification (CompTIA A+ or equivalent) preferred. Competencies: Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others. Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively. Use Of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date. Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics. Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods. Written Communication - Able to read and interpret written information. Cost Consciousness - Works within approved budget; conserves organizational resources. Diversity - Shows respect and sensitivity for diversity and cultural differences; promotes a harassment-free environment. Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values. Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; benefits organization through outside activities. Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events. Personal Appearance - Dresses appropriately for position. Attendance/Punctuality - Is consistently at work and on time; arrives at meetings and appointments on time. Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan. Initiative - Looks for and takes advantage of opportunities; asks for and offers help when needed. Innovation - Meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas. Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives. Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. Safety And Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly. Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Language Skills: Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Mathematical Skills: Ability to calculate and apply concepts of basic Mathematics. Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Computer Skills: To perform this job successfully, an individual should have general knowledge of Database software; Internet software; Spreadsheet software and Word Processing software. Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Walking Sitting Standing Lifting (10 lbs. maximum) Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Office Setting

Supplemental Information

An ACC on-line application MUST be fully completed for consideration, which includes a required letter of interest, transcript attachment. Resume attachments are welcome but will not be accepted in lieu of complete application. For faculty positions, all relevant full- and part-time teaching experience, including start and end dates of employment, should be included on the application. Also, all relevant full- and part-time work experience related to the teaching discipline should be included on the application, including start and end dates. For non-faculty positions, all relevant full- and part-time work experience related to the position should be included on the application, including start and end dates.

Benefits

Alamance Community College provides a comprehensive, affordable insurance and benefits program. We are continuously investigating new benefit offerings that are responsive to the needs of our full-time employees.

• State Health Plan
• Health Care and Dependent Care Flexible Spending Accounts
• Dental Insurance
• Vision Insurance
• Additional Supplemental Insurances
• Disability Plan
• NC Retirement Plan
• Leave (Vacation, Sick, FMLA, Civil and Military, Education, and Voluntary Shared)
• Paid Holidays
• Prior State Service Verification
• Supplemental Retirement Plan
• Employee Assistance Program
• State Employees' Credit Union
• State Employees Association of NC (SEANC)
• Employee Discount Program

**Please note: Most temporary (part-time or full-time) employees do not earn benefits.