40 Hours | Flexible schedule to meet department needs to include possible evenings and weekends

Provide all aspects of computer desktop user support using best customer service practices and strong technology skills. Support all College desktop technologies in physical, virtual and mobile computing environments, such as, but not limited to, hardware installation, maintenance, and troubleshooting; software installation, packaging, maintenance, and troubleshooting. Consult with end-users, software testing and licensing assessment, training and mentoring of Help Desk staff, periodic Help Desk and Instructional Media tasks, and working in coordination with other IT departments.

· In-person and remote access troubleshooting and remediation of desktop hardware, software, and network connectivity issues

· Resolve complex technical issues requiring detailed systems and application knowledge that have been escalated by Help Desk Tier 1 staff

· Analyze and optimize desktop performance in coordination with Desktop Engineers

· Research and evaluate requirements for new or modified desktop software requests

· Install and configure desktop application and operating system software and upgrades

· Research and implement new desktop technologies

· Install, configure, and provide support for desktop, virtual desktop and mobile device hardware, software, and peripherals

· Provide all aspects of patch management desktop support

· Maintain best practice security procedures when removing desktop software and hardware from the computing environment

· Effectively utilize existing department support tools to fullest extent

· Effectively utilize software packaging tools for deployment, virtual delivery, or web presentation

· Effectively utilize desktop image creation and deployment tools as needed

· Provide consultations and solutions for desktop user technology needs

· Develop thorough documentation of all software and hardware installation and support processes

· Create, maintain, dispatch, and complete Incident tickets per Help Desk procedures

· Perform periodic Help Desk and Instructional Media Technology tasks and phone response

· Train, mentor, and utilize student employees in basic technology support methods

· Assist with data entry in a variety of user support databases

· Support students, faculty, and staff in use of the Canvas Learning Management System

· Assist other IT department staff on system and hardware upgrades and major projects

· Work collaboratively with others (e.g. colleagues, stakeholders, vendors) to accomplish functions and responsibilities

· Assume additional duties as assigned by immediate supervisor

· Associate’s degree from a regionally accredited institution in CIS, A+ Certification or equivalent specialized training

· Three years of experience with computer hardware and software support

· Three years of customer service experience

· Three years of experience supporting Microsoft desktop technologies such as Windows 7 and/or Windows 10

· Experience supporting desktop technologies in a medium to large size network in an academic environment

· Two years of experience with Apple Macintosh OS

· Proficient in Microsoft Office Suite

· Ability to learn technological applications

· Excellent customer service skills

· Adequate vision and motor skills required for delicate component installation and repair work

· Specialized knowledge of hardware and software troubleshooting techniques

· Ability to work effectively under pressure, working on several projects and activities simultaneously while remaining organized and focused

· Ability to work with minimum supervision and direction

· Ability to provide quality telephone customer service

· Ability to use computing devices and peripherals for extended periods of time

· Ability to bend and reach

· Ability to safely lift 50 pounds unassisted

· Commitment and respect for diversity

· Commitment to the College mission, goals and MCC Behaviors of Excellence

· Ability to perform all of the essential functions, skills, and specifications of the position