Computing Support Specialist

Title: Computing Support Specialist

Agency: J. Sargeant Reynolds Community College

Location: Henrico - 087

FLSA: Nonexempt

Hiring Range: $20.75 - $24.75

Full Time or Part Time: Part Time

Additional Detail

Job Description:

Reynolds is one of the largest community colleges in Virginia and serves Virginia's capital city and five nearby counties. Annually, our four campus sites serve approximately 13,000 credit students and provide training for 7,400 students through the Community College Workforce Alliance. Reynolds is committed to hiring and retaining a racially diverse, culturally competent staff at all levels of the organization who reflect the demographics of our students. We also believe in providing an ongoing investment in our faculty and staff to deepen their skills and competencies to serve the full range of our student population.

1. Provide Tier I and Tier II walk-up technical support to students, faculty, and staff, diagnosing and resolving hardware, software, and technology-related issues. Provide additional Tier I Help Desk support by telephone, email, and chat, including password resets, remote troubleshooting, software installation, ticket documentation, and escalation of complex issues to Tier II support.

2. Provide Tier I and Tier II technical support for computers, classroom technology, instructional technology, audiovisual systems, and related hardware and software used by students, faculty, and staff.

3. Diagnose, troubleshoot, install, configure, maintain, and repair computer hardware, software, peripherals, audiovisual equipment, and other technology used in administrative and instructional environments.

4. Perform and coordinate routine software updates, patches, and maintenance for supported computers, audiovisual equipment, instructional technology, and related applications.

5. Maintain the operational readiness of supported technology through preventive maintenance, troubleshooting, repair, and coordination with vendors and other service providers for specialized equipment and systems.

6. Monitor the readiness and availability of classroom and instructional technology in accordance with the college schedule. Conduct scheduled equipment checks and verify that systems are operational and available for instruction.

7. Provide technical training and guidance to faculty and staff on the use of classroom technology, audiovisual equipment, instructional software, and other supported technologies.

8. Maintain accurate and thorough documentation of technical issues, troubleshooting steps, resolutions, and other relevant information within the college's ticketing systems.

Minimum Qualifications:

• Demonstrated ability to install, configure, maintain, troubleshoot, and support Microsoft Windows operating systems and Microsoft products in a desktop computing environment. Experience supporting Apple products is desirable.
• Demonstrated ability to diagnose and resolve hardware and software problems involving desktop computers, laptops, peripherals, and other technology equipment. Working knowledge of computer hardware installation, configuration, repair, upgrades, and general maintenance.
• Experience supporting classroom technology, audiovisual systems, instructional technology, desktop peripherals, related hardware and software is desired.
• Ability to provide effective and responsive customer service to students, faculty, and staff through in person, telephone, email, and chat communication.
• Demonstrated ability to communicate effectively, both verbally and in writing, and to work collaboratively with a diverse group of individuals, including end users, technical staff, vendors, and other college personnel.
• Ability to document technical issues, troubleshooting steps, and resolutions accurately within ticketing systems.
• Ability to work independently and prioritize multiple technical support requests while maintaining a high level of customer service.
• Physical ability to climb ladders and routinely lift and move items weighing up to 50 pounds.

Additional Considerations:

Education or training: HS Diploma or GED required. Associate's degree in information technology or equivalent supplemented by training in computer information systems or a related area preferred. An equivalent combination of training and experience indicating possession of the preceding knowledge, skills and abilities may substitute for this education and experience. Computing certifications are preferred.

Experience Experience providing customer support in a Helpdesk environment. Demonstrated experience in general computing support. Experience providing Network support to include installation of computers and devices in a network environment.