Technology Specialist II

SUMMARY

Open until filled-Provide primary and back-up support for a variety of technology services and/or equipment including, but not limited to assisting internal and external clients with setup, maintenance, troubleshooting and problems with a variety of technology services and equipment such as telecommunications, desktop computers, audio-visual, laptops, email, Self Service, 3rd-party applications, printers, and copiers. Provide in-person or remote technical and non-technical support while maintaining excellent customer service, generally via phone, e-mail, remote and/or helpdesk requests or inquiries. 

DUTIES AND RESPONSIBILITIES

1. Prepare and maintain inventory, operational records, reports, forms, procedures and related information.
2. Coordinate with internal departments and external agencies, including vendors, to facilitate IT operations, communicate and gather information, and ensure compliance with service agreements, contracts, laws, regulations, and other procedures and requirements.
3. Provide primary and back-up support for a variety of technology services and/or equipment. 
4. Support College and other department operations by identifying and troubleshooting technical problems related to telecommunications, networks, servers, desktops, copiers, operating systems, audiovisual, programs and specialized application software systems.
5. Perform hardware and software maintenance on systems and components to ensure operational efficiency and data integrity and security which may include installing patches for operation systems; upgrading software patches for operating systems; upgrading software packages and testing and evaluating system performance.
6. Assist internal and external clients (i.e. staff and students) with setup, maintenance, troubleshooting and problems with various technology services and equipment such as desktop computers, laptops, email, Self Service, 3rd-party applications, printers, and copiers.
7. Provide in-person or remote technical and non-technical support to staff while maintaining excellent customer service, generally via phone, e-mail, and/or Helpdesk requests or inquiries. As needed, guide clients to additional resources or seek assistance from others to satisfy the request.
8. Provide technical input on the procurement of equipment and supplies.
9. Provide timely support through helpdesk service requests and servicing emergency calls.
10. Provide back-up support for other IT Staff as needed on Dallas campus.
11. Maintain the functionality of classroom computer labs, including but not limited to hardware and software problems.
12. Attend meetings and serve on College committees as requested.
13. Serve as backup for and/or assist the Data Center and Network Manager.
14. Maintain a high standard of professional and ethical practice in representing the College. Maintain confidentiality of human resources information and employee records. Demonstrate a thorough knowledge of the field or discipline with continued adherence to professional accountability. Provide a high level of service to customers by establishing and maintaining effective working relationships and partnerships. Accept responsibility for managing situations and problems. Work cooperatively with team members and colleagues, contributing positively and constructively to the achievement of team and College objectives. Adhere to the College’s policies, procedures, and other established guidelines.
15. Perform other duties as assigned, including special projects.

MINIMUM EDUCATION QUALIFICATIONS

• Associate degree from a regionally accredited institution in a technical (engineering or technology) area preferred or minimum of four years in a work-related field. 

MINIMUM EXPERIENCE QUALIFICATIONS

• Two to three years of experience in a business environment, office or college support role required.
• Willingness to learn multiple roles and be flexible with work assignments on a daily basis.
• Capability to work independently, possess excellent customer service skills, and ability to interact positively with students, faculty, staff, and third-party agencies required.
• Excellent interpersonal, written, and verbal communication skills required.
• Ability to translate complex technical issues into simple terms.
• When providing telephone support, must be able to understand end users' descriptions of their computer problems in order to correctly troubleshoot them. 

PHYSICAL REQUIREMENTS

• Generally works in a traditional climate-controlled office environment and requires the ability to sit for extended periods. 
• Some walking, standing, and bending required, and the ability to lift and maneuver items weighing up to 25 pounds. 
• Work environment can be stressful at times in dealing with a wide variety of challenges and deadlines.
• In addition to regular office hours, position sometimes requires overtime and/or evening hours.

BENEFITS

Gaston College provides a comprehensive, affordable insurance and benefits program.  We are continuously investigating new benefit offerings that are responsive to the needs of our regular** employees. 

• State Health Plan
• Dental Insurance
• Vision Insurance
• Health Care and Dependent Care Flexible Spending Accounts
• Employee Assistance Program
• Additional Supplemental Insurances
• NC State Retirement Plan
• Supplemental Retirement Plans
• Disability Benefits, Long- and Short-Term
• Longevity Pay
• State Employees' Credit Union Eligibility
• Leave (Vacation, Sick, FMLA, Civil and Military, Child/Student Involvement, Education, and Voluntary Shared)
• Paid Holidays
• Educational Advancement Compensation
• Tuition Assistance
• Employee Discount Program
• Benefits Overview Booklet

**Please note:  Temporary (part-time) employees do not earn benefits.