IT Support Center Specialist – Level I

FLSA Status:                Non-Exempt

Summary

Responsible for providing Level I support to end-users throughout the College. Reports to the Director of IT Support Services.

Position demonstrates baseline working knowledge of routine work applications; follow standard principles and systems and use appropriate terminology associated with a particular field of specialization; participate as a team member in a collaborative environment with a diverse workforce, actively contribute to completion of team goals and assigned tasks. Clearly communicates information, ideas, or instructions verbally and in writing. Follow recommended approach to assigned work to facilitate achievement of desired results; ensure safe practices. Works under direct and frequent supervision while performing routine duties using established procedures with detailed instructions.

Essential Duties and Responsibilities:

• Provides support to end Support covers Windows & Mac operating systems & hardware, mobile devices, LAN issues, MS Office, Google Apps, MyLCCC Portal, Avaya telephony, Banner, and classroom presentation technologies, utilizing LCCC’s current incident management system.
• Provides after hours support when needed by the
• Participates in managing the volume of incoming calls to the IT Support Center via both telephone and e-mail to ensure timely response and resolution of
• Ensures proper documentation, notification, escalation, tracking, and follow-up of all issues and
• Deploys, maintains, supports, and upgrades Windows PCs, MACs, operating systems, peripheral hardware, and
• Deploys printers and has the ability to troubleshoot printing issues and escalate as needed,
• Fosters a positive and collaborative work environment and shows a sense of urgency when problems arise or a classroom is having
• Learns how to provide AV support as need for events, classrooms and Works with AV technician collaboratively if more help is needed.
• Enters all equipment properly into LCCC asset tracking database
• Perform other related duties as assigned and/or

Qualifications
Required

Education

• High school diploma or equivalent.
• CompTIA A+ Certification. If not in possession, must acquire within the first six months of employment.

Certifications

Act 153 Clearances (Act 34 PA Criminal Background, Act 151 PA Child Abuse History, Act 114 FBI Clearance Fingerprinting)

Work Experience

• Up to 1 year of documented work experience in client support related activities such as: installing PC workstations, provide technical support for software, or installing and maintaining PC hardware.
• Working knowledge of Windows 10 and/or MacOs

Knowledge, Skills, Abilities

• Must be able to solve technical PC issues over the phone/by remoting into a person’s
• Experience with PC imaging and provisioning in the office and
• Basic Windows Active Directory knowledge as it pertains to policy and password
• Basic Networking TCP/IP knowledge is required; basic troubleshooting of telephony and communications devices
• Ability to troubleshoot PC issues remotely or in person
• Learn to troubleshoot audiovisual technology issues and assist users with the classroom
• Perform duties professionally and collaborate with team members to accomplish the mission, vision and goals of the
• Ability to learn new technologies as new products and services are
• Must have excellent verbal and written communication This includes the ability to explain technical terminology to non-technical end users and create knowledge base documentation.
• Must be highly self-motivated and Must also possess a keen attention to detail.
• Excellent interpersonal skills and customer service orientation are a
• Should be able to work under pressure and be able to change priorities quickly in a fast-paced
• Local travel to other LCCC sites and on-call escalation support

Preferred:

• Associate Degree in computer related discipline or equivalent from an accredited institution.
• Up to 1 year of documented technical experience in a fast paced and/or educational environment
• Up to 1 year of supporting an organization with over 100 pc’s in a fast paced and/or educational environment
• Windows Active Directory knowledge as it pertains to group policy, password management, user profiles, permissions and security issues related to
• Ability to understand and troubleshoot audiovisual technology issues and assist users with the classroom presentation

Ability to work flexible hours, travel, and function as a team member. Must possess a high level of the following work skills and behaviors: teamwork/cooperation; initiative, customer service, and commitment to continuous professional growth in skills and knowledge.

LCCC is an equal opportunity employer and encourages applications from diverse candidates.

LCCC Internal candidates must apply within 15 days of posting.

To apply, please submit a cover letter, resume and unofficial transcript through our online application system at www.lccc.edu/jobs.

• Salary is restricted to above range and will not exceed the maximum of the range. Salary offers are non negotiable and offers are determined and are based upon related work experience submitted on resume.
• Foreign degrees – must provide a US equivalency report of your degree credentials with your transcript, if not, your resume will not be accepted.