Technical Support Specialist I

Lamar State College-Orange; Orange (TX); On-site; USD 40,000 - 55,000; Full time

Job summary

Lamar State College-Orange is seeking an entry-level Technical Support Specialist I to join the IT team. The role focuses on end-user support for computer software and hardware, including classroom multimedia equipment, under the supervision of the Manager of Client Computing.

You will follow established help desk processes, document actions taken, and escalate issues as appropriate while maintaining accurate IT asset records and contributing to disaster recovery planning.

Qualifications

• High school diploma or GED required; IT degree preferred.
• Experience providing end-user IT support and basic hardware troubleshooting.
• Experience with Microsoft Windows client OS and related applications is required.

Responsibilities

• Provide user support for computer software and hardware, including classroom equipment.
• Document and track incidents using the help desk system.
• Escalate complex issues to senior staff when needed.
• Maintain accurate inventory of IT assets and software licenses.
• Assist in developing end-user documentation and standard operating procedures.
• Assist with deployment of client images and workstation maintenance.

Skills

Windows OS

Troubleshooting

Help desk

Customer service

Documentation

Hardware support

Education

High school diploma or GED

IT degree preferred

Tools

Help desk software

Imaging tools

Asset inventory systems

Job description

LSCO is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including and as it pertains to pregnancy and wages), national origin, disability, age, genetic information, protected veteran status, and/or retaliation.

If you have questions, please email the Human Resources department at [e-mail] or call 409-882-3905.

We value the safety of all members of the Gator Community at our beautiful campus on the Sabine River. LSCO publishes an Annual Security Report that provides information regarding campus Safety & Security, including topics such as crime reporting policies, information regarding programs to prevent dating violence, domestic violence, sexual assault and stalking, the procedures the College will follow when one of these crimes is reported, and other matters of importance related to security on campus. The report also contains information about crime statistics for the three most recent calendar years concerning reported crimes.

If you would like to receive a paper copy of the Annual Security Report, you can stop by the Clery Compliance & Title IX Office, located in the Ron Lewis Building, Room 222C, during regular business hours. You can request that a copy be mailed to you by calling 409-882-3910 or emailing [e-mail].

Click here to find the report on our website.

Job Summary

The Technical Support Specialist I’s responsibilities include, but are not limited to, performing entry-level computer systems support work as part of a technical help desk. This position provides user support for Lamar State College Orange’s computer software and hardware operation and connectivity, including classroom and conference room multimedia equipment. This position reports directly to the Manager of Client Computing. This is a non-exempt position.

Duties/Responsibilities

• Provide user support for computer software and hardware operation and connectivity, including classroom and conference room multimedia equipment. Troubleshoot and resolve problems.
• Follow established processes, policies and procedures in support of the end-user community.
• Follow procedures and department processes to record initial call information, steps taken toward resolution, and final resolution into department’s help desk system.
• Escalate calls to senior staff members upon determination that problem exceeds level of experience.
• Maintain records of daily data communication transactions, problems, remedial actions taken, and installation activities, using the help desk ticketing application.
• Install, maintain, upgrade, and replace end-user computing hardware, software, and peripherals; and classroom and conference room multimedia equipment. Coordinate warranty repairs with vendors.
• Interact with internal and external customers, including vendors and contractors.
• Assist in the creation of documentation, procedures, and checklists related to the help desk for use by departmental personnel and end users.
• Assist with the creation and deployment of client images.
• Assist with maintaining an accurate inventory of IT assets, both hardware and software.
• Maintain currency of knowledge with respect to relevant technology, equipment, and/or systems.
• Assist in the development of information technology disaster recovery and business continuity plans.
• May assist in the review and recommendation of the procurement and inventory of information resources hardware or software
• May assist in the design, development, and maintenance of various systems and applications.
• Performs related work as assigned.

Minimum Qualifications

• A high school diploma or GED and 1 year of information technology support experience are required.
• Direct experience supporting Microsoft client operating systems and applications is required.
• Knowledge of the practices, principles, and techniques of network and computer operations, information systems, computer software, computer hardware, and peripheral devices.
• Skilled in the use and support of personal computers and mobile devices, in the use of applicable programs and systems, and in troubleshooting information systems.
• Ability to operate information technology systems, communicate effectively both verbally and in writing, and operate various office equipment such as a computer, copy machine, fax machine and multi-line telephone.

Preferred Qualifications

• Graduation from a two or four year accredited institution with an information technology related degree.
• Two or more years of information technology support experience.
• Relevant information technology certifications (e.g., A+, MCSA).

Physical Requirements

• Perform manual labor associated with repair and servicing of computing and business equipment which may include:
• Frequently lift, push, pull, and/or carry up to 25 pounds and occasionally lift, push, pull, and/or carry up to 50 pounds.
• Frequently required to stand, walk, sit, reach, and use hands to manipulate, handle, or feel.
• Occasionally required to climb, stoop, kneel, crouch, or crawl.

Work Environment

• Frequent work in a typical office environment with moderate noise.
• Frequent work outside of normal business hours as business needs dictate.
• Occasional work outside of an office setting.
• Occasional work at remote sites.

LSCO is an E-Verify Employer.

This position is security-sensitive and thereby subject to the provisions of the Texas Education Code §51.215, which authorizes the employer to obtain criminal history record information. Click here for the Security Sensitive Release Form.