Technical Support Specialist

Technical Support Specialist

Baton Rouge Community College (BRCC)

Baton Rouge, Louisiana

Delivering Reliable Technology Solutions, Fostering Innovation, and Advancing Institutional Excellence

This position differs from higher-level Technical Support classifications by performing software, network, desktop support, and audio-visual support duties that are limited in scope and complexity. While the position requires general technical and programming knowledge, it does not involve the advanced systems administration, network architecture, database management, or specialized programming responsibilities associated with higher-level technical support positions. The position is further distinguished by formal training in systems software, network technologies, or database programming.

Key Responsibilities

40% Systems Software:

• Performs assigned tasks of increasing complexity in the installation and maintenance of system software packages.
• Codes, compiles, tests, debugs, modifies, and documents new or existing in-house software utilities.

35% Network Support:

• Installs and provides day-to-day end user support of the local area network by identifying, analyzing, testing and correcting program, machine, data, or procedural problems.
• Researches, tests and documents network (LAN/WAN/Enterprise) operating systems, application software products, and associated peripheral hardware.
• Compiles and maintains documentation of hardware and software configurations.
• Installs software and hardware in order to manage, monitor and otherwise support an extensive computer systems network.
• Assists in implementing a communications system connecting the various components of an enterprise network.
• Assists in monitoring performance and efficiency of an enterprise network.

20% Classroom Technology & AV Troubleshooting and Support:

• Classroom Technology troubleshooting and repair (i.e. Switchers, Projectors and DVD/VCR).

5% - Other duties as assigned.

Minimum Qualifications

Education

• Associate degree or 2 years of information technology or audio-visual experience.

Experience

• 2 years of Information Technology experience.

Experience Substitution:

• Experience or training in information technology or electronic technician work will substitute for the required college training on the basis of twelve months of experience/training for two years of college.
• An associate degree in computer science will substitute for the baccalaureate degree.
• A baccalaureate degree with twenty-four semester hours in computer science, management information systems (MIS), quantitative business analysis--computer science, electrical engineering, information systems and decision sciences, computer engineering, telecommunications, or computer information systems will substitute for one year of the required experience.
• A master''''s degree in the above fields will substitute for one year of the required experience.
• Specialized degrees will substitute for a maximum of one year of the required experience.
• Note: Any college coursework or degree used to meet qualification requirements must be earned from an institution accredited by one of the following regional accrediting organizations: the Middle States Commission on Higher Education (MSCHE), the New England Commission of Higher Education (NECHE), the Higher Learning Commission (HLC), the Northwest Commission on Colleges and Universities (NWCCU), the Southern Association of Colleges and Schools Commission on Colleges (SACSCOC), or the WASC Senior College and University Commission (WSCUC).

Required Knowledge, Skills & Abilities

• Regular working hours are set at 8:00 a.m. until 5:00 p.m., Monday through Friday. Work hours may be changed to four (4), ten-hour days (Monday - Thursday) during summer months or otherwise as determined appropriate by the Chancellor.
• Must also be available to work holidays, irregular hours, and on-call as needed.
• Communicate clearly and tactfully on the telephone, in person or a classroom.
• Must be proficient with the operation of all IT related equipment utilized by the department necessary to perform assigned duties.
• Accuracy in all phases of work performed.
• Frequent lifting and/or carrying of objects weighing up to 40 lbs. without assistance.
• Some lifting and/or carrying of objects weighing between 40 and 70 lbs with assistance.
• Must be able to climb and work from ladders at various heights and in tight spaces.
• Working knowledge of A/V concepts and ability to coordinate and successfully and timely complete multiple simultaneous projects.
• Prepare and present written and oral reports.
• Able to learn Helpdesk system utilities and the methods and techniques of using a variety of hardware and software products.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing professional contacts/networks; participating in professional societies.
• Contributes to team effort by accomplishing related results as needed.
• Drives university vehicle to and from work site as required on a daily basis.
• Perform all other duties as assigned.

Preferred Education

• Management Information Systems (MIS) degree in quantitative business analysis--computer science, electrical engineering, information systems and decision sciences, computer engineering, telecommunications, or computer information systems will substitute for one year of the required experience.

Preferred Experience

• More than 8 years of experience with CMS (Content Management System) administration and front‑end web development (HTML, CSS [Cascading Style Sheets], JavaScript, Python)
• More than 8 years of experience with Web/Digital Accessibility best practices, tools, regulations and policies
• More than 3 years of experience working in digital communications, marketing or PR in higher education or public‑sector environments

Benefits: As a member of the Louisiana Community and Technical College System, BRCC has an attractive benefits package with a wide variety of benefit options. Benefits offered include retirement, multiple medical insurance options, supplemental insurances (dental, term life, disability, accident, vision, etc.), Tax Saver Flexible Benefits Plan (saves tax dollars on some childcare and medical expenses), holidays (14 per year, typically includes longer break at Christmas), generous annual (vacation) and sick leave benefits and Employee Assistance Program. Specific benefits depend on job category, percent effort, and length of employment.

Why Join BRCC?

Baton Rouge Community College offers a collaborative work environment, a commitment to employee development, and the opportunity to support the mission of student success through strong institutional operations.

Passing pre-employment criminal background screen is required as a condition of employment.