Hybrid Technology Specialist - Help Desk bei Randolph Community College, NC

About the Department

The Technology Specialist – Help Desk reports directly to the Senior Coordinator of Information Technology Operations position.  The Technology Specialist – Help Desk position will provide Tier I support via walk ins, phone, email, and/or remote assisting software.   This position will also provide assistance with procuring technology resources for the college.

Position Duties

• Provide first-level support for computer hardware, software, printing, network connectivity, mobile devices, and instructional technology.
• Respond to and resolve help desk tickets submitted via phone, email, or service portal.
• Troubleshoot and resolve issues related to operating systems (Windows/macOS), Office 365, learning management systems, and other campus software.
• Assist with account management, password resets, and user access issues.
• Maintain accurate records of support requests, resolutions, and follow-ups in the college’s ticketing system.
• Escalate complex issues to higher-tier support or specialized IT staff when necessary.
• Assist with facilitating the planning, purchasing, deployment, and servicing of the college’s technology equipment
• Support classroom and lab technology including projectors, smartboards, and audio/video systems.
• Provide assistance with onboarding technology for new students and employees.
• Participate in deployment, imaging, and maintenance of computers and peripheral devices.
• Maintain knowledge base articles and documentation for end users.
• Assist in inventory management and tracking of IT assets.
• Provide support during college events and after-hours emergencies on a rotating schedule.
• Participate in departmental planning and evaluation.

Minimum Qualifications

Required: 

• Associate degree in Information Technology, Computer Science, or related field; or equivalent combination of education and experience.
• 1+ year of experience in a technical support or help desk role.
• Proficiency in Windows and macOS operating systems.
• Familiarity with Office 365 and web-based applications.
• Excellent verbal and written communication skills.
• Strong customer service orientation and problem-solving abilities.

• Experience supporting technology in an educational or public sector environment.
• Knowledge of IT service management tools (e.g., KACE, ServiceNow).
• Basic understanding of networking fundamentals and cybersecurity best practices.
• A+ or other IT certifications.
• One year audio visual equipment experience, including sound experience.
• One year experience with endpoint security management

Other Qualifications

• Demonstrated excellence in written, oral, and interpersonal communication skills.
• Demonstrated commitment to diversity, equal opportunity, and the academic, intellectual, and social development of all students and employees.
• An understanding of and commitment to the comprehensive community college philosophy and mission.
• Treats others respectfully, speaks to others courteously, and behaves in such a way that creates a workplace environment that is marked by trustworthiness, honest but polite communication, and interpersonal interactions that are both personally cordial and professionally appropriate.
• Acts as a team player when working with any and all employees of the College.
• Serves on institutional committees as appointed by the President.
• Performs other duties and responsibilities as needed.
• Annually review all Randolph Community College safety rules and policies and be familiar with all emergency safety procedures. 
• Promote good safety habits and be compliant with OSHA safety regulations.