Information Technology Support Specialist

NorthWest Arkansas Community College (NWACC) provides quality and affordable higher education to empower lives and strengthen communities within Northwest Arkansas and surrounding areas.
As the largest community college in Arkansas, NWACC is recognized as a leader in education. NWACC offers a full range of associate degrees, certificates and workforce training programs that prepare students for rewarding futures and careers.
NWACC employees are dedicated to fostering a diverse educational community and cultural learning environment that supports student success.
The IT Support Specialist is responsible for a wide range of activities related to computer and systems software and hardware support. This position is governed by state and federal laws and agency / institution policy.
The IT Support Specialist will support the implementation, maintenance and use of institutional technology as well as responds to Level 2 complex and specialized technology requests from users. This position analyzes needs, evaluates alternatives and recommends / implements a course of action to solve complex issues. This individual must have good technical and analytical skills. The position requires someone with collaboration and open communication skills along with a positive outlook and excellent project management skills.
Essential Duties

• Troubleshoot computer and systems hardware, software and printer issues.
• Deploys new computers, systems and laptops which includes re-imaging and re-deploying used computers for student, faculty, staff and classroom use.
• Installs software programs and updates in computers and laptops.
• Create images for new computers and laptops as needed.
• Analyzes computer and system logs to identify source of errors and collaborates with engineers and / or third-party vendors to resolve both hardware and software problems as needed.
• Evaluate compatibility of new software and hardware with NWACC's systems.
• Assists with obtaining technology quotes, ensuring that items ordered will work with installed computer and instructional systems.
• Researches and evaluates current and future computer related technologies.
• Maintains an expert level of training in a variety of specialized application software packages.
• Evaluates and implements necessary adjustments to applications / processes to accommodate user requirements.
• Recommends changes or updates in programming (workflow, process, etc.), documentation and training to address system deficiencies and user needs.
• Works with vendors to support warranty part replacement of technology equipment.
• Process work orders promptly and document issue / resolution in knowledge base and / or ticketing system.
• Travel to offsite locations to troubleshoot and repair issues as needed.
• Answer phones, troubleshoot users' issue, create and assign work orders during busy times and or when the helpdesk staff is unavailable.
• Performs any other related duties as required or assigned.

Pay Range $36,000 - $40,000 Annualized
Knowledge, Skills, and Abilities

• Knowledge of computer system hardware and software.
• Knowledge of computer user requirements.
• Knowledge of the application of computer or systems software in automation of information systems.
• Ability to review results, determine the source of problems / errors and devise corrective actions.
• Ability to analyze and modify existing computer systems.
• Ability to discern necessary support actions/input and to write detailed actions and procedures for non-technical personnel.
• Ability to understand relevant detail from oral information and explain technical terms and information.
• Ability to determine costs and resource requirements of projects.

Physical Demands/Work Environment
The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.
While performing the functions of this job, the employee is:
Frequently:
• Manipulate items with fingers, including keyboarding
• Sitting
• Standing
• Walking
Constantly:
• Hearing
• Repetitive motion
• Talking
The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; and/or visual inspection at distances close to the eyes.
Environmental Conditions
The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Required Education
The formal education equivalent of an associate degree in computer science, mathematics or a related field with experience in computer or systems operations or a related area which includes systems maintenance and implementation of technology or other job-related education and / or experience may be substituted for all or part of these basic requirements.
NWACC is an Equal Opportunity Employer, please see our EEO policy.