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System Support Specialist I

2 months ago

Bakersfield, California, United States InsideHigherEd Full time
Job Summary

We are seeking a highly skilled and experienced System Support Specialist to join our team at InsideHigherEd. The successful candidate will be responsible for providing technical support and assistance to our faculty, staff, and administrators.

Key Responsibilities
  • Diagnose and troubleshoot PC-related software and hardware problems.
  • Coordinate timely resolution of and follow-up on software and hardware problems with all levels of IT resources.
  • Work with hardware and software manufacturers' support in handling and if necessary escalating warranty repair and parts replacement issues.
  • Log details of support provided in Help Desk trouble-ticketing system.
  • Advance the use of a knowledge repository to share information among all levels of IT service and support.
  • Develop and use workstation configuration management tools and procedures to perform software distribution, patch management, inventory management, and imaging.
  • Install, configure, and support a wide variety of complex software applications that support the needs of our faculty, staff, and students.
  • Develop, recommend, and use best tools and practices for computer lab management.
  • Work with network and server support operations to set up and support effective processes for providing users with access to resources and determining the behavior of all computers on campus.
  • Assist with the installation, configuration, and support of network (wired, Wi-Fi) equipment and servers in alignment with district-wide IT processes and standards.
  • Maintain proper hardware replacement planning information to assist with forecasting the regular replacement and/or upgrading of desktop, laptop, printer, and related technology assets.
  • Receive, prioritize, and respond to Help Desk Service tickets, incoming calls, and/or emails regarding PC hardware and software problems.
  • Identify chronic problems and work with Help Desk support operations in performing root-cause analysis on such problems and finding solutions for reducing or eliminating them.
  • Receive, prioritize, and complete individual and group requests for hardware or software moves, adds, and changes.
  • Work to identify and implement technology standards for on-campus technology support or collaborate with peers across the district to develop best practices and foster continuous improvement of IT services.
  • Provide input and recommendations on hardware specifications required to meet the computing needs of end users.
  • Help ensure end users are aware of what hardware and software is available for their use and how to obtain support for all IT services.
  • 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.
  • Provide brief hands-on training to users in the use of hardware and software.
  • Maintain system documentation including configuration information for technology you are directly responsible for.
  • Stay informed of trends in hardware and software, troubleshooting, automation technologies, and other changes that could improve PC server and support.
Requirements
  • Any combination equivalent to: Associate's degree supplemented by college-level coursework in computer software applications, business practices, or a related field and one (1) year of increasingly responsible experience in the use and support of computer software and hardware providing technological support to a variety of end-users.
  • OR High school diploma, GED, or equivalent certificate of competency and three years of work experience such as described in the representative duties section of the specification.