Information Technology and Audio Visual Support Specialist
Job Description
Position Information
Position Title
Information Technology and Audio Visual Support Specialist
Position Number
ITS
Department
Information Technology Service
Reports to (Title)
Technology Services Desk Manager
Seated Employee
Employee First Name
Employee Last Name
Job Summary
In three to five sentences, please briefly describe the job’s primary purpose to the department.
Job Summary
This position is a member of a team of information technology professionals that are the initial point of contact for all technology services provided to employees and students of the College. The specialist is responsible for receiving, documenting, prioritizing, actively resolving, and escalating requests and will provide support through remote access tools, phone, e-mail, and in-person visits (where and when safe to do so). Specialists also occasionally work on larger departmental or enterprise projects and will be assigned a specific area of expertise in which they will specialize. The Specialist will create and maintain strong working relationships with administrative and academic offices in order to support—and understand—the use of technology throughout the college. Specialists maintain a professional, customer-first attitude.
Position Summary Information
Select the level of education needed to successfully accomplish the essential duties of this job.
High school diploma or general education degree (GED)
If a specific degree, certification, license, or registration is necessary, please list.
Associate’s degree or higher in a related field (e.g. computer science, management information systems) plus 1 year of relevant technical experience or three years of relevant technical experience
Technical skill set to troubleshoot and resolve customer issues, strong customer service skills, experience supporting IT in a higher education setting preferred.
Select the level of experience needed to successfully start the position and accomplish the essential duties of this job.
Three years or more
Preferred Qualifications
Preferred certifications: CompTIA A+ HDI Desktop Support Advanced Technician HDI Support Center Analyst ITIL v3 or v4
FLSA Category
Non-Exempt
Staff/Faculty
Staff
Employment Status
Full-Time
Employment Category
Regular
Essential Staff (emergency situations)?
No
On-Call?
No
Essential Responsibilities
List the job’s most important responsibilities. There are probably no more than six of these. Also indicate the approximate percent of time spent on each job function. (Note: Do not record how the job responsibilities are carried out.)
Essential Responsibility percentage of time needs to equal 100%
Responsibility
Provide support to all college constituents for campus computers, audio-visual hardware, operating systems, and applications via phone, email, remote support, and desk-side visits.
Percentage Of Time
50
Responsibility
Install new and replacement hardware, software, software upgrades using remote access and deployment tools.
Percentage Of Time
25
Responsibility
Monitor tickets entered into the Technology Services Desk break/fix and service request queues to completion, including follow-up for tickets referred to other ITS teams. Contact users after resolution to assure satisfaction with outcome.
Percentage Of Time
15
Responsibility
Provide mentorship, technical guidance, and training for ITS student employees.
Percentage Of Time
5
Responsibility
Occasionally provide after hours support for special events.
Percentage Of Time
5
General Responsibilities
General Responsibilities
(1) Maintain regular attendance in accordance with department policy.
(2) Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
(3) Understand and comply with the policies of the College Staff Handbook.
(4) Demonstrate commitment to customer service. Establish effective relationships with internal and external customers and respond to their needs.
(5) Perform duties as a team member in a manner supportive of department and College procedures, policies and goals.
(6) Protect confidentiality of College information.
(7) Provide leadership to others through example and sharing of knowledge/skill.
(8) Communicate with others in a courteous and helpful manner.
(9) May be asked to fill positions considered essential during weather emergencies or other events requiring special staffing.
(10) Perform other duties as assigned.
Supervisory Responsibilities
Does this job have supervisory responsibilities?
No
If yes, then check all that are supervised by this position.
Supervise Student Staff
No
If you supervise student staff, enter approximately how many and the total hours? (e.g., 2 students/XX hours)
Supervise Non-Exempt Staff
No
If you supervise non-exempt staff please enter the number.
Supervise Exempt Staff
No
If you supervise exempt staff please enter the number.
Select the level of supervision that this position provides.
Supervision Received
Select the level of supervision that this position receives from their supervisor.
Direction: receive guidance with respect to general objectives; in the majority of tasks and projects assigned, determine methods, work sequence, scheduling, and how to achieve objectives of assignments; operate within specific policy guidelines.
Computer Operations
Please check one of the following
Demonstrated use of intermediate computer operations (relational databases, and operating systems) and intermediate software packages (word processing, spreadsheet, graphics, etc.)
Travel
Please check one of the following
No travel required.
Essential Function Analysis
Accurate identification of essential and marginal functions and the time required is important for making a variety of personnel decisions, including recruitment, hiring, performance evaluation, discipline, training and accommodation. The analysis explains the components of the job by identifying who, what, why, how much, and when.
Essential functions are those functions that individual must be able to perform either unaided or with the assistance of a reasonable accommodation. A job function may be considered essential if it meets one of the following criteria:
the position exists for performance of the function;
a limited number of employees can perform the function, and it, therefore cannot be reassigned;
the function is specialized and requires certain expertise to perform it.
Many jobs will also have marginal functions. Marginal functions are those that may be performed by the position but are not tasks critical to job success, can be completed in a number of ways by a variety of people, and are not the primary functions for which the position exists.
Mental/Cognitive Requirements
How much on-the-job time is spent in the following mental/cognitive activities? Show the amount of time by checking the appropriate boxes below.
Technical skill set to troubleshoot and resolve customer issues, strong customer service skills, experience supporting IT in a higher education setting preferred.
CompTIA A+
HDI Desktop Support Advanced Technician
HDI Support Center Analyst
ITIL v3 or v4
Essential Responsibility percentage of time needs to equal 100%
(2) Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
(3) Understand and comply with the policies of the College Staff Handbook.
(4) Demonstrate commitment to customer service. Establish effective relationships with internal and external customers and respond to their needs.
(5) Perform duties as a team member in a manner supportive of department and College procedures, policies and goals.
(6) Protect confidentiality of College information.
(7) Provide leadership to others through example and sharing of knowledge/skill.
(8) Communicate with others in a courteous and helpful manner.
(9) May be asked to fill positions considered essential during weather emergencies or other events requiring special staffing.
(10) Perform other duties as assigned.
Essential functions are those functions that individual must be able to perform either unaided or with the assistance of a reasonable accommodation. A job function may be considered essential if it meets one of the following criteria:
No documents have been attached.