Support Services Technician III

Position Information

Supports oversees services for specialized computing and/or multiple technologies. Performs complex and diverse computer and/or AV support activities (in-person and via telephone). Performs necessary repairs on any desktop, laptop, or printer supported by Spelman Technology Services (STS). Interprets and resolves varied situations and problems.
Supports campus and classroom AV technologies as required. Consults with customers on upgrades and repairs; interacts with vendors. This position may have primary responsibility for service desk calls. The incumbent provides immediate technical responses for all computer problems for the user community and contacts outside vendors for hardware and/or software support as required. As a member of the STS division, this position strives to ensure
consistency in its communication, actions, its strategic focus, and digitalization and innovation. This position is also responsible for supporting the mission of Spelman College by delivering technology, services, solutions and guidance to Spelman faculty, staff, students, and the community in a professional, exemplary, service-oriented collaborative manner.

Resolves hardware and software issues with computer configurations, images, desktops, laptops & printers, etc., and any ancillary solutions.
Under supervision, supports and maintains PC, peripherals, in-house audio-visual equipment, and non-print media assets as required. This includes receipting, operating, maintaining, distributing, installing, configuring, repairing, and upgrading various PC, audio-visual, and media products while ensuring optimal performance of campus
computer operations.
A "go-to person" in the PC Desktop and/or AV area as required.
Troubleshoots problem areas in a timely and accurate fashion and provides end-user training and assistance where required.
Troubleshoots overly complex technical problems, performing analyses to determine the root cause of problems.
Performs software troubleshooting on customers' computers, as related to hardware issues.
Assists users via phone in the role of a service desk specialist as scheduled by management
Handles confidential customer information.
Exercises judgment and analysis on expediting and prioritizing repairs and service.
Uses and recommends tools to document service management solutions.
Available for on-call and/or emergency response and support as needed.
May assist with planning and scheduling team activities.
May train intern PC Tech students
May provide service support via a flex schedule as determined by the manager
May work with project teams in the design, creation, and/or testing of new products, services, and procedures.
Participates in the development of improvements and helps to implement the changes within the department. May propose or initiate innovative changes to improve the way work is done by the department or across teams.
Handles disagreements, conflicts, and unexpected problems in ways that maximize team effectiveness.
Answer and direct telephone calls to service desk, as needed.

Must have a minimum of six years of directly related experience and a high school diploma
or an equivalent combination of education and experience required. Must have advanced experience in hardware troubleshooting and repair. Highly detailed understanding of Windows, and Mac.
Ability to identify and resolve issues (e.g., technical, disagreements, business concerns) within a group. Ability to translate technical information into specifications or action plans. May probe with customers to discover unexpressed information. Ability to negotiate needed actions, using established precedents. Ability to recommend new procedures affecting several teams. Demonstrated ability to prioritize tasks to be completed in the short term. Ability to identify
complex, multi-faceted problems and take immediate action to address them. Knows and follows standard operating procedures.

Bachelor's degree preferred.
Certification on PCs, Macs, and HP printers is preferred.
Linux Plus required
AV certification, preferred
Apple Certified Associate preferred

A+ certification or industry-recognized equivalent is required.
Network Plus required
ITIL Foundation required

Posting Detail Information

Spelman College is an EEO/Minority/Female/Disabled/Veteran/Title IX Employer and we participate in E-Verify. We are a smoke-free campus.