Technical Support Specialist

POSITION SUMMARY

Reporting to the Director of User Experience, the Technology Support Specialist is part of the Client Support team which supports and manages the College’s standard client hardware and software systems and provides first and second level end-user support. This position’s primary responsibilities include the troubleshooting and resolution of support calls, configuration of standard hardware and software, maintaining an inventory of maintenance resources, assisting with technology purchases, and supervision and training of student employees. The Technical Support Specialist will work both independently and as an integral part of the Client Support team.

SUMMARY OF DUTIES, RESPONSIBILITIES AND GOALS

The Technical Support Specialist is responsible for:

• Troubleshooting and effectively resolving support calls for college-owned and supported technologies.
• Automated and manual configuration and installation of computing hardware and software.
• Windows OS configuration, support and management.
• Working with other members of the Client Services team to test, establish, and maintain standard practices, processes, and technical components.
• Maintaining an adequate inventory of standard hardware (computers, monitors, printers) and spare parts to allow rapid resolution of hardware troubleshooting calls.
• Sharing in the management, training and supervision of Student Employees.
• Working with members of the Purchasing team to obtain quotes, approvals, and place orders for technology purchases.
• Working with other ITS staff to advise campus members on technology purchases.
• Writing documentation and knowledge base articles on applications and procedures.
• Backing-up front-line HelpDesk staff.
• Building and maintenance of servers in support of client and/or IT services.
• Providing first-level wiring infrastructure support.
• Configuring and supporting campus telecommunications systems.
• Working with external vendors to provide various campus repairs and services.
• Other duties as assigned.

QUALIFICATIONS

Minimum Qualifications

• Experience troubleshooting and deploying IT hardware and software in an enterprise environment.
• Experience in a personal computer support role, preferably in an academic setting and preferably in a multi-platform network (Windows & Mac).
• Windows OS configuration, management and support in an enterprise environment.
• Ability to diagnose and troubleshoot problems with standard college technologies at a high level.
• Ability to communicate clearly in both written and verbal form.
• Strong customer service orientation.
• Organized with an attention to detail.
• Consistent and diligent in execution of duties.
• Ability to work both independently and as an integral part of a team.
• Energetic and enthusiastic with a great deal of intellectual curiosity.
• Approaches issues from a broad perspective and thinks strategically.
• Independent learner and researcher.
• Flexible, able to respond to unexpected emergencies.
• Executes all tasks in a timely manner.

Preferred Qualifications

• Bachelor's degree or 5 or more years work experience is required.
• Must possess knowledge of computing hardware and its related software.
• Must have solid knowledge of Windows and MacOS operating systems in a networked enterprise environment.

APPLICATION INSTRUCTIONS

Please submit a resume and cover letter explaining how your qualifications meet the requirements of the position.

ADDITIONAL INFORMATION

Occidental is an Equal Opportunity Employer and does not unlawfully discriminate against employees or applicants on the basis of race, color, religion, sex, sexual orientation, gender identity, gender expression, pregnancy, breastfeeding or related medical condition, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, genetic characteristic or information, military and veteran status, or any other characteristic protected by state or federal law. Occidental is strongly committed to increasing the diversity of the campus community and the curriculum, and to fostering an inclusive, equitable, and just environment within which students, staff, administrators, and faculty thrive. Candidates who can contribute to this goal through their work are encouraged to identify their strengths and experiences in this area. Individuals advancing the College’s strategic equity and justice goals and those from groups that are underrepresented in the field are particularly encouraged to apply.

Salary is commensurate with experience and qualifications. A comprehensive benefits package is available that includes: excellent health, dental, life, and retirement benefits; tuition benefits for the employee, spouse, domestic partner, and dependents; additional extras including use of gym facilities and the College Library.

All qualified applicants will be considered for employment, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.

Occidental College is committed to working with and providing reasonable accommodations to applicants with qualifying disabilities. If you need a reasonable accommodation because of a disability for any part of the application or employment process, please contact Human Resources.

As a condition of hire for a staff position and for appointment to a faculty position, Occidental College requires that all candidates who have received a conditional offer of employment complete an application form (if they have not already done so) and consent to a background check. Satisfactory completion of a background check, along with pre-employment verifications and references are required as a condition of employment, but only as permitted by federal, state, and local law, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance.