Technical Support Specialist I

DEFINITION
Under supervision of the appropriate administrator in Information Technology Services(ITS), this position is to perform skilled work in the installation, maintenance, and repair of computer systems, audiovisual (AV) equipment, data communications equipment, and telephones. The incumbent will assist staff in equipment use, perform functions related to providing AV support of district events, and value and promote the mission and vision of the college.
CLASS CHARACTERISTICS
This position, under general supervision, is a skilled working position which emphasizes a high level of technical knowledge and ability. The major responsibility of this position is to assist with the installation and maintenance of the district's computers, peripherals, AV equipment, telephone equipment, and networks.ESSENTIAL FUNCTIONS

1. Install, configure, update, and maintain a variety of computer and AV equipment.
2. Enter and update computers and other equipment in the Helpdesk Asset Tracking System.
3. Connect computers, AV equipment, and peripherals to the District network (when necessary).
4. Provide Technical Support and training on the use of computers, printers, peripheral equipment, mobile devices, AV equipment, and telephones for staff, faculty, and students.
5. Manage Microsoft Windows, Apple, and Chrome operating systems.
6. Perform first-level troubleshooting such as identifying source of failure, operator error, or hardware/software malfunction.
7. Repair equipment.
8. Use the ITS Help Desk system to log requests, communicate with requestors, and track the resolution of problems.
9. Provide backup help desk service for the district.
10. Deliver, set up, and operate sound systems and other AV equipment to support instructional and institutional activities including events scheduled on and off campus.
11. Assist with the evaluation of new software and software updates.
12. Evaluate computers, AV equipment, and peripherals against the published standard and make recommendations for replacement.
13. Utilize appropriate safety precautions in performance of duties, performs routine safety inspections of equipment to ensure safety of others, and reports safety issues.
14. Provides preventative maintenance of AV equipment.
15. Perform other related duties as assigned.

MINIMUM QUALIFICATIONS
Knowledge of:

• Telecommunications and computer networking technologies which includes LANs, WANs, and VLANs;
• Common office and communication software;
• Operation and maintenance of AV equipment;
• Use of Customer Support Management software;
• Installation and management of operating systems, such as Microsoft Windows and Apple OS;
• Web browsers;
• Chromebooks;
• Computer imaging and MDM (Mobile Device Management) software;
• Microsoft 365
• Appropriate safety precautions and procedures.

Demonstrated Ability to:

• Install the components of computer systems into an integrated unit and provide user with an operational unit;
• Install, replace, and repair AV equipment;
• Provide user with operating instructions in the use and care of the computer;
• Perform first level of troubleshooting should user experience operational failure;
• Learn new and complex AV and computer equipment;
• Use test equipment, hand tools, and other materials of the trade;
• Use independent judgment;
• Address priority tasks and see that work is completed on schedule;
• Follow oral and written directions; and
• Develop and maintain cooperative-working relationships with those contacted during the course of work.

Licenses and Certificates Required:
Must possess a valid California driver's license and the ability to qualify for district vehicle insurance coverage.
Working Conditions:

• Duties are primarily performed in an office environment, at a desk with a computer workstation.
• The incumbent will experience interruptions while performing normal duties during the regular workday.
• The incumbent will have contact in person, by email, telephone, and web conferencing with employees, students and PCPA employees staff.
• The incumbent will support all district locations that use computer and AV resources and may need to drive to perform job functions.

Physical Demands:

• Typically may sit for extended periods of time.
• Operates a computer.
• Communicates over the telephone, by email and in person.
• Regularly lifts, carries, and/or moves objects weighing up to 20-50 pounds. Must be able to lift and stack objects up to 75 pounds occasionally.
• Use of ladders.

Special Qualification:
Evidence of a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, and ethnic backgrounds of staff and students and to staff and students with disabilities.Education and Experience:
Possession of OR the equivalent to an associate degree in a computer related field with one or more years of professional experience in personal computer hardware/software support to include installation, maintenance, and repair. The desired start date is May 2024. This is a full-time, 12-month, classified position.
Hours for this position are:
Monday - Thursday 8:00 a.m. - 4:30 p.m. and Friday 8:00 a.m. - 4:00 p.m.
To be considered for this position, the candidate must submit the following application materials:

• Cover Letter
• A current and complete resume/CV of education and professional experience.
• Transcripts (Copies are acceptable for the application process). Official transcripts are required if hired.

Allan Hancock College provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Hancock College will not sponsor any visa applications.Employment Type: Classified Staff