Technical Support Specialist II

El Paso Community College; El Paso (TX); On-site; USD 60,000 - 75,000; Full time

Job summary

El Paso Community College seeks an IT Support professional to analyze and resolve hardware and software problems across the district. In-person campus work is essential, with imaging, software deployment, and policy enforcement using SCCM, Intune, and MDM.

You will support the Service Desk, diagnose issues in Windows and Mac/iOS, and provide initial training while maintaining documentation and helping implement IT best practices.

Qualifications

• Bachelor’s degree and three years of related experience or equivalent.
• Experience in critical analysis and solving complex software/hardware problems.
• Troubleshooting imaging and printing systems, desktop communications software, and customer service.
• Experience using a PC, RAM testers, printers, and network analyzers.
• Experience using spreadsheets, word processing, databases, email, and antivirus/malware tools.

Responsibilities

• Provide technical support to computer users on campus and remotely.
• Image devices and deploy software using SCCM and Intune; manage patches and drivers with MDM.
• Administer Group Policy Objects to enforce security and desktop policies.
• Support Service Desk and Technical Support Services with troubleshooting.
• Develop training materials and provide initial user training and ad-hoc support.
• Assist in evaluating and implementing hardware/software solutions and coordinate installations.

Skills

Technical support

Customer service

Troubleshooting

Problem solving

Training

Education

Bachelor's Degree

Tools

SCCM

Intune

MDM

Group Policy

Windows

Mac/iOS

Job description

Provide technical support to computer users by analyzing and resolving computer hardware and software problems and installing computer hardware, software, and components/devices throughout the district. In-person work on campus is an essential function of this position.

Utilize Microsoft System Center Configuration Manager (SCCM) and Microsoft Intune for device imaging, software deployment, policy enforcement, and configuration management. Manage and implement security patches, regular software updates, and driver deployments using Mobile Device Management (MDM) systems.

Administer and support Group Policy Objects (GPO) to enforce global security, desktop, and software policies across organizational units. Provide technical support to the Service Desk and Technical Support Services with troubleshooting solutions to resolve computer hardware/software problems in person, via telephone, or through remote assistance.

Provide users with comprehensive technical support and initial training. Provide ad-hoc support, diagnosis, and problem solving of hardware, software, printers, imaging equipment, and network issues across both Windows and Mac/iOS environments.

Research technical manuals, confer with senior staff and users, make recommendations that embody the Information Technology department and college Vision Statement. Conduct computer diagnostics to resolve problems and provide technical assistance and support, including hardware maintenance, software/peripheral installation, and equipment registration.

Maintain records of daily transactions, problems, and remedial actions taken. Develop training materials and procedures. Assist in developing, implementing, and modifying operational practices, goals, and objectives.

Investigate packaged software or hardware solutions. Evaluate, test, and recommend acquisitions and alternative solutions and coordinate acquisition and installation.

Perform other duties as assigned.

Required Qualifications:

• Bachelor’s Degree and three (3) years of related experience or an equivalent combination of education and experience which demonstrates possession of the required knowledge, skills, and abilities.
• Experience in critical analysis and problem-solving of complex software/hardware systems.
• Experience trouble shooting imaging and printing systems, desktop communications software, and customer and personal service.
• Experience using a personal computer, multi-meters, RAM testers, printers, and network analyzer.
• Experience using a variety of spreadsheets, word-processing, databases, e-mail, presentation software, antivirus/malware software, and performance utilities.
• Strong analytical skills.
• Effective organizational and conflict resolution skills.
• Ability to conduct training.
• Strong interpersonal, written, and oral communication skills.

NOTE: A copy of the transcript reflecting this required education MUST be submitted for consideration and reflect completed coursework and degrees conferred. The candidate must be fully qualified for the position at the time of application.

Special Conditions:

• This is a security-sensitive position as defined under the Texas Education Code, Section 51.215; the successful applicant will be required to undergo a criminal background check, as permitted and/or required by applicable law, and in accordance with the college’s policies.

COPIES OF ACADEMIC TRANSCRIPTS MUST BE uploaded with the application. CURRENT EMPLOYEES ARE ALSO REQUIRED TO UPLOAD THEIR TRANSCRIPTS WITH EACH SUBMITTED APPLICATION; TRANSCRIPTS IN PERSONNEL FILES CANNOT BE ACCESSED BY EVALUATORS FOR THIS PURPOSE. APPLICATIONS SUBMITTED WITHOUT TRANSCRIPTS WILL NOT BE CONSIDERED. Only documents stating 'Transcript' or 'Unofficial Transcript' will be accepted. Other documents (Degree Audit, Degree Summary, Program Summary, etc.), uploaded in lieu of transcripts will not be accepted.

Copies of transcripts must reflect completed coursework and conferred degrees. All academic coursework and degrees must be from an accredited college or university or be certified by an acceptable agency that the institution is recognized by the appropriate governmental agency in its home country (this is generally stated in the degree evaluation).

Transcripts issued in a language other than English must be accompanied by a full translation (word for word) by a current member of the National Association of Credential Evaluation Services (NACES). Additionally, each foreign transcript must be evaluated for equivalency to United States accredited coursework.

Applications containing foreign transcripts that are not accompanied with the above required documentation will not be considered.

Out-of-town candidates invited for an on-campus interview will be reimbursed for one-half of the transportation cost for travel performed within the United States. The College will arrange and pay for up to two nights lodging.

In accordance with federal law and as a condition of employment, the successful candidate must furnish documentation verifying employment authorization eligibility and identity before being employed.

The El Paso Community College County District does not discriminate on the basis of race, color, national origin, religion, sex, age, disability and veteran status.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to sit, use hands to handle or feel, and talk or hear. The employee is frequently required to walk and reach with hands and arms. The employee is occasionally required to stand, climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift or move up to 10 pounds and occasionally lift or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.