IT Support Specialist (Student Technology) - Rapid Progression

DUTIES/ESSENTIAL FUNCTIONS:

• Assist with the preparation, configuration, imaging, deployment, connectivity and management of lab and classroom computers and equipment, ensuring lab and classroom computing resources are functional and maintained in line with department guidelines; installation and usage of academic software ensuring software is used in compliance with licensing agreements; management of student printing resources.
• Assist in supporting the Residential Computing program to provide student technology services and support to CMC students in their on-campus residences; assist in developing and delivering the Residential Technology Assistants (RTA) training and workshops necessary to enable RTA employees to service and support the student body.
• Assist in supporting the computing Lab Technology Assistant (LTA) program to provide computer lab and classroom technology services and support to the CMC student body; assist in developing and delivering LTA training and workshops necessary to enable LTA employees to service and support students in CMC labs and technology classrooms.
• Assist in overseeing the Student Technology Assistant (STAT) program (employing 50+ student workers) employed in various areas of IT; overseeing the hiring of STAT employees; developing STAT policies and guidelines; coordinating Student Technology Assistant Team (STAT) Training Camp and deliver comprehensive training for the various STAT employee roles.
• Assist in developing and presenting New Student Orientation (NSO) program in Technology; create itinerary covering policies, resources, services and latest technology developments impacting new students arriving at CMC.
• Assist in creating, developing and teaching in-class academic computing and related workshops for students, including programs and workshops aimed to continue and further the CMC-adopted Fluency in Technology (FITness) initiative for the CMC student body.
• Assist in developing and publicizing Student Technology initiatives and services offered by Student Technology Services via digital signage, Student Technology Services Website and other distribution methods as appropriate.
• Perform other essential duties and tasks specific to the position.

REQUIRED KNOWLEDGE, SKILLS, and ABILITIES:

• Highly technically oriented with experience across Windows and Apple platforms; hardware and system upgrades; troubleshooting and resolution of hardware, software and connectivity issues; familiarity with mobile technologies; must be conversant with aspects of technology used in an academic setting; proficient with the deployment, configuration and interfacing of portable equipment required in support of student computing needs.
• Solid understanding of networking principals along with recent hands-on experience of maintenance and management in a Microsoft environment; knowledge of high volume print management, audit and control environments; experience with imaging and deployment principles, procedures, solutions management and administration; hand-on experience building, configuring and managing print servers, printing resources and print auditing systems.
• Thorough understanding and experience with audio-visual and multimedia technology and integration in academic computing environment.
• Excellent verbal, written, interpersonal and customer service skills; ability to communicate technical concepts to individuals of all competency levels with tact, patience and courtesy; strong desire to help others and understand the importance of being able to maintain a high level of client satisfaction.
• Able to remain calm under pressure; work in a collegial manner with students, faculty and staff; work with colleagues in a team environment demonstrating a positive attitude in sharing expertise and working collaboratively to resolve issues.

QUALIFICATION STANDARDS

EDUCATION: Bachelor’s degree in Information Technology or closely related field.

CERTIFICATION: MCSE, Microsoft Certified Desktop Technician, Apple Certified Desktop Technician, A+ Certifications strongly desired.

EXPERIENCE: Experience in educational environment supporting student computing, computer labs and classrooms. Imaging and deployment of workstations across Windows, Mac and mobile technology platforms. Strong background in Academic Computing and supporting student technology needs.