Job Openings >> Information Technology Support
Information Technology Support
Title:Information Technology Support
Department:Information Technology
Salary Range:N/A
Career Quest Learning Centers, Inc.
Job Description
Job Title:                    Information Technology Support

Reports To:                Robert McCart

Last Modified:           August 2016



Provides software and network support, training and troubleshooting in a networked microcomputer environment. Provides support on a wide range of applications including Microsoft 7/10 x64 Enterprise, Office 2013, Office 365, and Microsoft Outlook.
Essential Duties and Responsibilities include the following
  • Acts as hardware and software including Server/Desktop/Laptop, Firewall, switch, Phone system, and Wireless infrastructure support to the entire college community, providing technical assistance to campus lab coordinators, faculty, and administrative staff. Responds to user requests via a helpdesk ticket system for service and determines nature and extent of support needed.
  • Installs, configures, maintains, and troubleshoots a wide range of software and hardware used throughout the college operations. Performs hardware/software upgrades to existing computer equipment as needed.
  • As a member of the help desk services staff, responds to software problem calls on site, remotely or over the phone for users. Investigates error messages and determines resolution in a timely manner. Reinstalls program or replaces files that are causing errors. Calls software vendor or accesses on line technical support to obtain software update. Also responds to network log on house calls. Investigates appropriate areas of potential problem and determines resolution.
  • Provides Microsoft Server 2008 R2/Active Directory support campus wide which includes installing networked application software, granting access to users, creating user groups/managing security access, managing shared resources, installing peripherals, configuring student computer labs for security, including setting up batch files and making specific files read only.
  • Contacts software vendors to obtain specifications, pricing, and other purchase related information needed to guide departments in their selection of software. May assist in negotiating site license and coordinates volume purchase arrangements for standard college software packages.
  • Trains users in startup, basic and advanced use of software programs including Network Account setup, Office 365 Outlook, Office 2013, DSIS (Student Management System), Skype for Business, and printer setup  May provide group training on request.
  • Maintains up-to-date expertise in the operation and application of the college standard microcomputer software and a working knowledge of a wide variety of commonly used hardware and software.
  • Meets with and advises management and other staff in the design, implementation, and configuration of networked lab and workgroup software. Advises supervisor in setting and updating standards for microcomputer software. Assists in evaluation and testing of microcomputer software and in planning for future needs.
  • May provide supervision, training, and technical guidance to students and staff assisting the department with software support as a part of their course work. May assess and report on student progress to faculty.
  • May coordinate departmental purchases of application software and provide license tracking campus wide on all centrally purchased packages such as anti-virus and office suites.
  • Performs other related duties as required to accomplish the objectives of the position.

Supervisory Responsibilities:

This position manages all employees of the department and is responsible for the performance management and hiring of the employees within that department.
  • Requires special technical knowledge of the techniques and procedures of software/hardware and network support for multiple users.
  • Must understand installation, configuration and troubleshooting processes for software, hardware, networking and accessory equipment.
  • Requires experience with personal computer equipment. Must have advanced personal computer, Windows 7/Server 2008 R2 skills, Office 365, SharePoint, Ghost enterprise, Symantec Anti-Virus.
  • Prefer a working understanding of the college and individual department operations, goals and objectives relating to Computer & Communications Services.
  • Prefer knowledge of how to assemble and disassemble personal computer components, including cabling. Prefer network certification to Novell CNA level or equivalent.
Education and/or Experience:
A Bachelor’s degree is preferred; however, this educational requirement may be met through prior experience and/or industry experience specifically in computer business applications and administrative office management.Prefer knowledge of how to assemble and disassemble personal computer components, including cabling, and CompTIA / Microsoft certification
Physical Demands:
The physical demands 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. 
While performing the duties of this job, the employee is regularly required to sit.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by the job include close vision.  The employee must be able to communicate verbally via telephone and face-to-face.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The work performed is carried out in an office and classroom setting.  The noise level in the work environment is usually quiet.  There are no environmental hazards.
Travel is primarily local during the business day, although some travel to other campuses may be expected.  
Employee Name:      ________________________                 Date: _______________
Employee Signature: ________________________                Date:_______________
Manager Signature: _________________________                Date:_______________
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