Computer Operation Tech I

Mountain Gateway Community College; Virginia (MN); On-site; USD 25,000 - 33,000; Part time

Job summary

Mountain Gateway Community College (MGCC) is seeking a part-time Technical Support Specialist to deliver Tier 1 and 2 help desk services and support campus technology resources.

The role includes backup responsibilities to the Technology Security Review Officer, ensuring secure, reliable IT services across the college, and providing user-focused assistance to students, faculty, and staff.

Qualifications

• Associate degree in a related field or 1–2 years of related technical experience.
• Proficiency with Windows and Mac OS.
• Ability to troubleshoot basic hardware, software, peripheral, and equipment problems.
• Strong customer service and communication skills.
• Ability to prepare and maintain technical documentation and procedures.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work effectively both independently and as part of a team.
• Strong attention to detail and reliability.
• Professional demeanor and conduct at all times.

Responsibilities

• Provide Tier 1 and Tier 2 help desk support to students, faculty, staff, and administrators.
• Manage help desk requests according to established best practices.
• Document activities and resolutions in the help desk ticketing system.
• Maintain an accurate work schedule and appointments in Outlook.
• Monitor and communicate status of outstanding items to the Director.
• Assist with developing, updating, and maintaining departmental procedures.
• Provide exceptional customer service and maintain professional conduct.
• Provide technical support for computers, peripherals, mobile devices, campus printers, network connectivity, and audiovisual equipment.
• Install and configure hardware and software as required.
• Troubleshoot basic computer, equipment, and connectivity problems.
• Provide end-user technical support, guidance, and training.
• Support document imaging operations for Financial Aid.
• Support local configurations of Konica copiers and other campus printing resources.
• Perform scheduled preventative maintenance and document deviations.
• Utilize remote assistance technologies when appropriate.
• Prepare and update technical procedures and documentation as needed.
• Coordinate annual security reviews for SIS, HCM, AIS, Ad Astra, Blumin, Foundation Scholarship Database, XAP Online Application, Acalog, EAB Navigate, and WES.
• Conduct quarterly and annual eVA security reviews.
• Granting and revoking system access as authorized.
• Prepare and submit security and access reports to the System Office.
• Work with stakeholders to ensure proper access and security practices.
• Provide and participate in cross-training as directed.

Skills

Customer service

Communication

Attention to detail

Teamwork

Organization

Adaptability

Education

Associate degree or 1–2 years related technical experience

Tools

Windows

Mac OS

Job description

Title: Computer Operation Tech I

Agency: Mountain Gateway Community College

Location: Alleghany - 005

FLSA: Nonexempt

Hiring Range: $18.00 to $24.00 an hour (depending upon education and experience)

Full Time or Part Time: Part Time

Additional Detail

Job Description:

Mountain Gateway Community College (MGCC) is a two-year public institution of higher education and one of 23 community colleges in Virginia. The college is supported by the Commonwealth of Virginia; the counties of Alleghany, Bath, Botetourt (northern portion) and Rockbridge; the cities of Buena Vista, Covington, and Lexington; and the town of Clifton Forge. MGCC provides opportunities for the extension of knowledge, skills and personal enrichment in an environment that maintains high academic standards and respect for each individual. The college strives to keep programs and services financially and geographically accessible for all students. Credit and non-credit courses are offered to meet life-long learning needs. On-site and distance learning options incorporate up-to-date technologies.

Position Summary

The Technical Support Specialist provides Tier 1 and Tier 2 technical assistance to the Technical Services Department and the college user community. This position supports administrative computing, academic computing, distance learning, and a variety of campus technology services. The position also serves as backup to the Technology Security Review Officer and plays an important role in maintaining secure, reliable, and effective technology services across campus.

The successful candidate will be a dependable, customer-focused technology professional who can work independently and collaboratively in a fast-paced environment while managing multiple priorities.

Key Responsibilities

Help Desk Support – 25%

• Provide professional and timely Tier 1 and Tier 2 help desk support to students, faculty, staff, and administrators.
• Manage help desk requests according to established best practices.
• Document activities and resolutions in the college's help desk ticketing system.
• Maintain an accurate work schedule and appointments in Outlook.
• Monitor and communicate the status of outstanding help desk items to the Director.
• Assist with developing, updating, and maintaining departmental procedures and documentation.
• Provide exceptional customer service and maintain professional conduct in all interactions.

Technical Support – 25%

• Provide technical support for computers, peripherals, mobile devices, campus printers, network connectivity, and audiovisual equipment.
• Install and configure hardware and software as required.
• Troubleshoot basic computer, equipment, and connectivity problems.
• Provide end-user technical support, guidance, and training.
• Support document imaging operations for Financial Aid.
• Support local configurations of Konica copiers and other campus printing resources.
• Perform scheduled preventative maintenance on computers, peripherals, and mobile devices and document any deviations from established schedules.
• Utilize remote assistance technologies when appropriate.
• Prepare and update technical procedures and documentation as needed.
• Maintain a professional, courteous, and customer-focused approach at all times.

Backup Technology Security Review Officer – 50%

Serve as backup to the Technology Security Review Officer by:

• Coordinating annual security reviews for SIS, HCM, AIS, Ad Astra, Blumin, Foundation Scholarship Database, XAP Online Application, Acalog, EAB Navigate, and WES with end users, data managers, and supervisors.
• Conducting quarterly and annual eVA security reviews.
• Granting and revoking system access as authorized and required.
• Preparing and submitting security and access reports to the System Office and other agencies for various college departments.
• Working collaboratively with end users, data managers, supervisors, and other stakeholders to ensure appropriate access and security practices
• Perform other duties as assigned.
• Provide and participate in cross-training as directed.
• Assist the agency or state government generally in the event of an emergency declaration by the Governor, as required.
• Support essential technology functions during campus emergencies or extraordinary circumstances.

Core Competencies

• Customer Service: Consistently provides courteous, helpful, and responsive service to students, faculty, staff, administrators, and the public.
• Technical Problem Solving: Effectively diagnoses and resolves common technology issues and knows when to elevate more complex problems.
• Communication: Clearly communicates technical information, priorities, and work status to users, coworkers, and supervisors.
• Teamwork: Cooperates with coworkers and contributes to a positive, collaborative work environment.
• Organization: Accurately documents work, manages competing priorities, and follows established procedures.
• Adaptability: Responds effectively to changing priorities, emerging technology needs, and a fast-paced work environment.
• Security Awareness: Understands the importance of appropriate system access, data security, and adherence to established security procedures.

Minimum Qualifications:

• Associate degree in a related field orOne to two years of related technical experience.
• Proficiency with Windows and Mac OS.
• Ability to troubleshoot basic computer hardware, software, peripheral, and equipment problems.
• Strong customer service and communication skills.
• Ability to prepare and maintain technical documentation and procedures.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work effectively both independently and as part of a team.
• Strong attention to detail and reliability.
• Professional demeanor and conduct at all times.

Additional Considerations:

• Experience in Higher Education a plus