Technical Support Specialist I (Help Desk)

Lamar Institute of Technology; Beaumont (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Lamar Institute of Technology’s Technical Support Specialist I provides entry-level computer systems support as part of a technical help desk. This role supports software and hardware operation and connectivity, including classroom and conference room multimedia equipment, reporting to the Manager of Client Computing.

This is a non-exempt position. This role focuses on user assistance, following procedures, documenting calls, escalating issues when needed, and maintaining IT asset inventories

Qualifications

• A high school diploma or GED and 1 year of IT 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.
• Ability to communicate effectively both verbally and in writing, and operate office equipment.

Responsibilities

• Provide user support for computer software and hardware, including classroom and conference room multimedia equipment. Troubleshoot and resolve problems.
• Follow established processes to record initial call information, steps taken toward resolution, and final resolution into the help desk system.
• Escalate calls to senior staff upon determination that the problem exceeds level of experience.
• Maintain records of daily data communication transactions, problems, remedial actions, and installation activities.
• Assist in the deployment of client images and maintaining IT asset inventories.

Skills

IT support

Windows OS

Troubleshooting

Communication

Hardware knowledge

Education

High school diploma or GED

Tools

Help desk software

Job description

• Lamar Institute of Technology 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.
• LIT's Annual Security Report is provided in compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (20 USC § 1092(f), 34 CFR
  668.46). This report contains information regarding campus safety and security including topics such as: campus law enforcement authority; crime reporting policies; campus alerts
  (Timely Warnings and Emergency Notifications); programs to prevent dating violence, domestic violence, sexual assault and stalking; the procedures the Institute 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 that occurred on campus; in non-campus buildings or property owned or controlled by the Institute or a recognized student
  organization; and on public property within, or immediately adjacent to and accessible from, the campus. If you would like to receive a paper copy of the Annual Security Report, you can
  stop by Lamar Institute of Technology, Eagles' Nest building at 855 East Lavaca, Beaumont, TX, 77705, or you can request that a copy be mailed to you by calling 409-247-4838 or emailing [e-mail].
• If you have questions, please email the Human Resources department at [e-mail] or call 409-981-6824.

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 Institute of Technology’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/Preferred Qualifications

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).

Supplemental Information

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.

• Lamar Institute of Technology 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.