Technology Support Specialist II

workers; and performs related duties as assigned.

DISTINGUISHING CHARACTERISTICS

A Technology Support Specialist II is distinguished from Technology Support Specialist I in that in addition to performing all of the support duties of a Technology Support Specialist II, an incumbent assists with maintaining and configuring network and enterprise system hardware and software.

Essential Functions

• Receives and responds to IT Service Center tickets, inquiries and requests for technical assistance from students, faculty, staff and administrators on computer software and hardware, printers, local area networks, various server platform connections, wireless connections, and support and secure remote access; resolves tickets or assigns to higher-level staff.
• Troubleshoots, diagnoses and resolves first- and second-tier hardware, software, audio-video, computer imaging and network connectivity problems on-site or remotely; opens, logs and documents action taken on problem calls in the IT Service Center software; independently resolves complex problems; confers with supervisor for direction on handling more complex problems.
• Assists lower-level staff with escalated situations or more complex issues including multi-user issues and hardware/software failures; coordinates cross-functional teams to define and develop end-user problem-resolution plans; tracks milestones and deliverables, responds to issues if necessary and provides feedback to management.
• Installs and configures desktop computers, mobile devices, VoIP devices, network printers, scanners, readers and other peripheral equipment and runs tests to ensure proper equipment functioning; performs hardware and software tests using diagnostic and testing equipment and communicates with vendors as needed to identify and resolve technical issues; may install and provide user support for Apple devices and related software.
• Installs, configures, patches, upgrades and maintains computer operating systems and application software as assigned while ensuring compliance with defined requirements and compatibility with the network before release to users; modifies software to satisfy user requirements; analyzes computer and software needs for future expansions.
• Configures and administers standard network server application software as assigned; operates basic network services such as LAN switching, phones, voicemail, wireless, and Unified Communications; may install and connect cables, IP cameras, wireless access points, Wi-Fi, network cards and other network access components.
• Monitors and responds to security alerts and incidents by reviewing alerts and collecting information on potential threats; consults with a designated cybersecurity staff for guidance on conducting initial investigations as needed; escalates critical threats or issues.
• Operates Mac OSX platform, Microsoft domain security groups, AD, GPOs, DHCP, DNS, network resources, and other trending technologies; performs advanced user and device account operations.
• Fosters an environment that embraces equity-minded practices, integrity, trust and respect. Supports, implements and promotes compliance with the District's Diversity and Equal Employment Opportunity Plan in all aspects of employment and education; increases cultural and ethnic diversity in staffing, programs and services.

OTHER DUTIES

• Attends meetings as assigned.
• Assists in technology project management including managing work plans for components of larger projects and overseeing new technology deployment processes.
• May be required to respond to emergency situations in off-hours, or to work off-hour shifts for scheduled maintenance.
• Represents the College and/or department on internal and external committees, as directed.
• Refers people to other offices, services, campus locations and resources as appropriate.
• Performs related duties as assigned.

Requirements & Desirables

REQUIREMENTS

Education and Experience:

• Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be an associate degree in computer information systems or a related field; or at least four years of experience in computer help desk services, including providing user support and analyzing/solving computer hardware, software, network and applications problems; or an equivalent combination of training and experience.
• Demonstrated sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability, gender, sexual orientation, and ethnic backgrounds of community college students.

Licenses and Certificates:

• A combination of CompTIA, ITIL, Microsoft and CISCO certifications designated at time of hire may be substituted for the educational requirement.

Desired Qualifications:

• Proficiency with lab imaging, System Center Configuration Manager (SCCM), Apple Remote Desktop, Windows, Mac, Office productivity tools, instructional applications, and OSI Model troubleshooting.
• A bachelor's degree in computer information systems or a related field
• A valid California driver's license and the ability to maintain insurability under the District's vehicle insurance program or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions.
• Bilingual skills in a designated second language.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of:

• Practices, methods and operation of a user support desk including hardware, software, operating systems and characteristics.
• Principles, practices, methods and techniques of customer service and end-user relationship management.
• Current Microsoft server and desktop OSs, Windows server 2012R2, AD, Exchange, SCCM, backup, datacenter operations, network switching, network monitoring, threat monitoring, security incident management, server-based desktop management, and instructional application support.
• Microsoft domain, network image deployment methods, instructional equipment and proper documentation.
• Internet sources to develop, extrapolate and apply solutions to current problems.
• Microsoft Azure cloud, VLANs and principles of switching and routing.
• Safety policies and safe work practices applicable to the work being performed.

Skills and Abilities to:

• Obtain accurate and complete information from end users, in person, by telephone or through electronic means to identify their needs and problems and develop responses and solutions.
• Understand and be sensitive to and respectful of the diverse academic, socio-economic, ethnic, cultural, disability, religious background and sexual orientation of community college students, faculty and staff.
• Perform and/or coordinate routine to highly complex tasks and projects related to installation, maintenance and upgrade of computing equipment, infrastructure and systems.
• Troubleshoot, diagnose and resolve computer hardware, software and network connectivity problems and make modifications and repairs.
• Exercise sound, independent judgment within procedures and policy guidelines
• Analyze situations accurately, exercise sound judgment and adopt effective courses of action.
• Prepare clear, concise and accurate systems documentation and reports of work performed.
• Understand, interpret, explain and apply applicable rules, regulations, policies and procedures, laws, codes and ordinances.
• Communicate effectively, both orally and in writing.
• Understand and follow written and oral instructions.
• Operate a computer and use standard business software.
• Establish and maintain cooperative and effective working relationships with others.

WORK SCHEDULE

Campus: Kentfield

Full-time Equivalent: 1.0 - Full-time

Months per Year: 12

Work Days/Hours: Monday - Friday, 7.5 Hours per Day, 37.5 Hours per Week.

CLASSIFICATION & RETIREMENT PLAN

Employees in classifications represented by the California School Employees' Association (CSEA) Chapter 196...

SALARY INFORMATION

FLSA Status: Non-exempt

Salary Grade: CSEA 194

Full Salary Range: $50.44 - $61.31 per hour

Starting Salary Range: $50.44 - $55.61 per hour (Step 1 to 3). Normal entering step is Step 1.