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System Support Specialist II

2 months ago

Porterville, California, United States InsideHigherEd Full time
Job Summary

We are seeking a highly skilled System Support Specialist II to join our team at InsideHigherEd. The successful candidate will be responsible for providing technical support and leadership for the college's information technology systems and applications.

Key Responsibilities
  • Install, configure, and support network (wired, WIFI), server, and related infrastructure in alignment with district-wide IT operations, architecture, processes, and standards.
  • Install, maintain, support, and troubleshoot campus-specific applications.
  • Support the use of Active Directory group policies, printer resources, shared directories, containers, and groups in alignment with district-wide IT operations, architecture, processes, and standards.
  • Install, maintain, troubleshoot, and repair a variety of computers, laptops, printers, and related hardware.
  • Perform small campus network cabling projects in alignment with district-wide IT standards and provide input on larger cabling projects for the campus.
  • Lead and coordinate working groups to address and report on issues identified by IT Managers' team.
  • Work with district-wide IT resources (Campus, District, Help Desk, etc.) to assist in identifying and implementing changes for support processes that need improvement.
  • Provide support for advanced peripherals.
  • Assist with the monitoring, identification, and problem resolution of campus Data Center and IDF environmental issues (HVAC, humidity, power, cleanliness, etc.).
  • Work with District IT teams in troubleshooting and resolving campus IT problems, implementing IT projects, and replacing hardware and software as needed.
  • Coordinate with campus technicians to develop and implement an effective strategy, architecture, and processes for lab imaging.
  • Coordinate with campus technicians to develop and implement desktop configuration, installing, updating, patching, software distribution, inventory, security, and licensing tracking standards.
  • Maintain records and documentation for asset management and hardware replacement planning purposes.
  • Maintain, update, and track inventory of software licenses used on campus.
  • Create and maintain accurate and complete support documentation related to areas of responsibility for both local needs and helpdesk support (i.e., knowledge base content).
  • Receive, prioritize, and complete individual and group requests for hardware or software moves, adds, and changes.
  • Work with hardware and software manufacturers' support in handling and if necessary escalating warranty repair and parts replacement issues.
  • Receive, prioritize, and respond to Help Desk Service tickets, incoming calls, and e-mails regarding PC hardware and software problems and work toward attainment of key support goals such as average response time, mean time to repair, end-user satisfaction, and number of problems resolved within a given period.
  • Help provide hands-on training to users in the use of hardware and software and ensure end-users are aware of what hardware and software is available for their use and how to obtain support for all IT services.
Requirements
  • Any combination of education and experience equivalent to: Associate's degree in computer science, management information systems, or related field and 3 years increasingly responsible experience in workstation, server, local-area networking, and server application support.
  • OR High school diploma, GED, or equivalent certificate of competency and five years of work experience such as described in the representative duties section of the specification.
Knowledge and Abilities
  • Knowledge (use, configuration, installation, troubleshooting) of: workstations, servers, switches, laptops, printers, copiers, mobile devices, and related peripherals.
  • Common software applications (i.e., Microsoft Office, Internet Browsers, etc.).
  • Local Area Networks (Wired, Wireless, TCP/IP).
  • Active Directory (i.e., Group Policy, User Management, etc.).
  • Cabling.
  • Client Security software and techniques.
  • Effective Project and Time Management.
  • Vendor relationship management.
  • Extreme Networks, Aruba Networks, Dell (PCs, Laptops, Servers), Trend Office Scan (Preferred).
  • Record-keeping techniques.
Ability to
  • Perform a variety of technical duties in the implementation, operation, maintenance, repair, and diagnosis of computers, networks, and campus server applications.
  • Install, maintain, and support a variety of software packages in various.
  • Read, comprehend, and apply general instructions and technical documentation.
  • Train or assist users in the use of technology.
  • Generate and maintain reports and related records.
  • Work independently with little direction.
  • Work collaboratively across many IT and non-IT work groups.
  • Understand and follow oral and written instructions.
  • Communicate effectively both orally and in writing.
  • Establish and maintain cooperative and effective working relationships with others.
  • Set, prioritize, manage, and meet realistic deadlines.