Tech Support Specialist – HigherEdJobs
Job Description
Tech Support Specialist
Job ID: 319211
Location: Mesa Community College
Full/Part Time: Full Time
Regular/Temporary: Regular
Hiring Salary Range
$19.86 – $25.82/per hour DOE
Grade
111
Work Schedule
Monday – Friday, 8am – 5pm
Summer Hours: Monday – Thursday, 7am-6pm
Work Calendar
12 Months
Maricopa Summary
Are you looking for a place to work where you can make a real difference in the lives of over 200,000 college students every year?
Would you like to be part of an organization that adds $7.2 billion dollars to the economy and supports nearly 100,000 jobs in the fastest growing county in the United States?
Whether you’re teaching, working, or learning Make It Happen At Maricopa County Community Colleges!
About Us
What’s Currently Happening at Maricopa
- Many of our campuses have received grant awards through the National Science Foundation to improve undergraduate STEM Education: Hispanic-Serving institutions program (HSI Program).
- Commitment to diversity, inclusion, equity and employee groups to create an environment of shared governance
- One of the largest community college systems in the country
- 2020 Healthy Arizona Worksites Program recipient
- Named 19th Best Employer for Women by Forbes
- 2019 No. 42 in Arizona’s Best Employers
Campus Statement
At Mesa Community College, diversity, equity, and inclusion are core values. We honor the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, socioeconomic background, immigrant status, language, religion, sexual orientation, gender identity, age, disability, veteran status, nationality, and intellectual perspective, enrich the college community. We continuously adapt and respond to differences with a single focus – to create a welcoming, safe, equitable, and inclusive environment that ensures all students and employees have the support and knowledge to succeed and thrive. MCC is committed to building and sustaining a workplace that reflects our community and student population. Our goal is that our students and employees have the knowledge and skills necessary to excel, lead, navigate, and thrive in a diverse world.
Benefits
The Maricopa County Community College District (MCCCD) is committed to providing you with a competitive, comprehensive benefits program that provides the care you and your family need to lead healthy and productive lives. Our benefits are designed to provide support for every life stage and lifestyle in our community.
- 16 paid observed holidays
- Arizona State Retirement System (ASRS) & 12% Employee Contribution Match (Pension, Long Term Disability, and Health Insurance)
- Paid vacation, sick, and personal time (if applicable)
- Maricopa Employee Store: Perks & Gears (exclusive discounts and offers for Maricopa Community Colleges faculty and staff)
- $4,000 Annual professional development growth funding (if applicable)
- Tuition reimbursement for employees and dependents (if applicable)
- Flexible work schedules
- Maricopa Employee Health & Wellness Program:
- Sight-On-Site Eye Care Services
- Diabetes Empowerment Education Program
- Mobile On-site Mammography Screenings
- Employee Assistance Program (EAP)
- Wondr online program that teaches clinically-proven, healthy habits that lead to less stress, better sleep, weight loss, and more
- Pre-Retirement Events
- Public Service Loan Forgiveness (may forgive the remaining balance on a federal student loan made directly by the U.S. Department of Education after qualifying).
- 10+ Maricopa Affinity Resource Employee Groups (Celebrates diversity, embraces inclusion, and supports employees, students, and community!)
Job Summary
Duties will include but are not limited to: Provide customer service, training, and support to faculty, staff, and students via phone, email, chat, and in person. Respond to service requests, troubleshoot and diagnose problems and assist with utilization of hardware, software and multimedia equipment. Provide a point of contact for technical support and assistance to faculty, staff, and students over the phone, via email, chat, and in person. Perform troubleshooting on Windows, Macs, iOS, Android and other technology. Provide Tier 1 and/or Tier 2 customer service and technical support for computer problems on a daily basis. Field questions and give basic instruction, and/or routine delivery, installation, setup and maintenance of computer hardware, software and media equipment. Provide instruction on basic functions of technology tools, usually in a one-to-one environment; may deliver formal instruction using courses developed by others. Collaborate with others on a variety of projects related to the basic assignments. Demonstrates a commitment to service excellence, innovation, student success, integrity, and diversity in the performance of job duties.
Essential Functions
45% – Provide technical support in-person, via email and over the phone for students, faculty and staff on college owned computers
20% – Conduct troubleshooting, repair, and recommendations of computer hardware, software and general usage support to faculty, staff and students of technology in the classrooms, labs and administrative areas of campus. Interacts with faculty, staff, and students responding to technical inquiries to minimize their frustration and provide technical support
20% – Provide immediate classroom audiovisual and computer support; assist instructors with the audiovisual(AV) equipment in the classroom; respond to phone calls, emails and in person audiovisual (AV) requests; consult faculty and staff to determine media needs, schedule events, and coordinate video conferencing
15% – Collaborate with other parts of the CTS department to work on technology related projects; other duties as assigned
Minimum Qualifications
High School Diploma or GED and three years of experience with desktop user support or technical support for equipment, networks, systems, telecommunications, or technology security, appropriate to assignment.
OR
An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.
Desired Qualifications
A. Associate’s degree or higher and one (1) year experience in a customer service related IT position, or three (3) years experience working in customer service related IT position
B. Professional experience providing technical support in an educational environment
C. Professional experience with Multiple versions of Windows
D. Professional experience with Mac OS and iOS
E. Professional experience with Mobile Device Management (MDM) system
F. Professional experience with AudioVisual equipment and Media support in an educational environment
Special Working Conditions
May be required to work evening and weekend hours
Summer work hours vary
May be required to lift objects up to 50 lbs
May be assigned to work at various Mesa Community College locations
Local travel may be required
May be required to sit for a prolonged period of time while viewing a computer monitor
How to Apply
Applicants are strongly encouraged to submit a cover letter that details how the applicant meets the minimum and desired qualifications. A cover letter may further highlight an applicant’s knowledge, skill and abilities. All minimum requirements must be met at the time of the application.
Additional materials will not be accepted after the job posting has closed.
Missing materials or incomplete employment history will not be considered.
Please ensure your materials clearly provide the following information.
- Clearly illustrate how prior experience, knowledge and education meet the minimum and desired qualifications for this position.
- Indicate whether former or current employment is Full-Time or;
- Part-Time employment (must include number of hours worked)
- Provide employment history in a month/year format (e.g., 09/07 to 10/11) including job title, job duties, for each position held and name of employer for each position.
- Three professional references, preferably current and/or former supervisors. If references are not provided in resume upon application, they will be requested at time of interview.
Applicants who currently work for any of the MCCCD campuses/locations should utilize their HCM Employee Self Service page to apply for jobs by logging in to HCM and clicking on Navigator / Menu / Self Service / Recruiting / Careers. Click on link for instructions on how to apply. Applicants who are not currently working for any of the MCCCD locations should apply at https://www.maricopa.edu/about/careers.
If you encounter a technical issue in the upload of documents or the submission of your application, please contact MCC Human Resources at strategicstaffing@mesacc.edu prior to the application deadline. We are accessible on business days from 8:00 am to 5:00 pm Arizona time.
Posting Close Date
Open until filled
First Review: October 15, 2023
Applications received after the review date may not be screened
EEO, Title IX, & Clery Act
Maricopa County Community College District (MCCCD) will not discriminate, nor tolerate discrimination in employment or education, against any applicant, employee, or student because of race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship status (including document abuse), age, disability, veteran status or genetic information.
Title IX of the Education Amendments of 1972, states: “No person in the United States shall, on the basis of sex, be excluded from participation in, be denied the benefits of, or be subjected to discrimination under any education program or activity receiving Federal financial assistance.”
The policy of the MCCCD is to provide an educational, employment, and business environment free of gender discrimination. Incidents of misconduct should be reported to the college Title IX Coordinator, as outlined in policy, contact information is available at this link Title IX Coordinators.
The Clery Act is a Federal law requiring United States Colleges and Universities to disclose information about crime on and around their campuses. Crime reporting data for each of the Maricopa Community Colleges, as required under the Clery Act, is available at this link Clery Act.
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The Maricopa County Community College District is an EEO/AA institution.