Computing & Information Services

Position:  Technical Support Specialist
Department:  Computer User Services
Reports to:   Director of Computer User Services
Classification:  Regular, full-time, NE-10
Hourly compensation range:  $23.51 - $27.86
Last Revised:  5/19/2012

Description
The Technical Support Specialist is responsible for the support of computing hardware and basic software at the College. This includes assisting the Computer Shop Manager with organization, monitoring, and management of the operations of the CUS computer shop; hiring and supervising of student employees; and troubleshooting, repair, and preventative maintenance of hardware and software belonging to the College and to members of the Reed community. It also includes the discovery, evaluation, and mastery of new technologies, both hardware and software. The Technical Support Specialist works with end-users to provide hardware and software support to faculty, staff and students. The Technical Support Specialist works with the Sales & Purchasing Coordinator to schedule and manage the configuration, delivery, maintenance, and security of computers, peripherals, and upgrades.

Duties

  • Perform maintenance, upgrades, and repairs of computers and peripherals
  • Document standard procedures for computer repair and maintenance
  • Assist Computer Shop Manager with recruitment, training and supervision of student technicians
  • Keep up-to-date with new technology as appropriate; advise, consult and participate in learning and implementing new technologies.
  • Maintain contact with vendors for computer equipment and repair parts
  • Work with CIS staff to create effective and efficient solutions to hardware-related needs
  • Assist Computer Shop Manager with maintenance of a set of canonical software and diagnostic utilities, and develop and maintain technologies for deploying them
  • Maintain and order service stock parts
  • Work with Sales staff, Chief Information Officer, Deputy CIO and User Support Specialists to coordinate allocations
  • Configure, set up and deliver new computer equipment
  • Provide end-user information, including both hardware and software support, to faculty, staff, and students
  • Contribute to cleaning and preventive maintenance of computers and peripherals
  • Receive shipments of computers and parts, which includes unloading trucks and storing equipment
  • Work closely with other CUS and CIS staff to develop user training and documentation
  • Maintain resources for troubleshooting
  • Assist with preparation and maintenance of CIS computer loan pool
  • Maintain careful records of Computer Shop operations and make reports as required

Qualifications

  • Formal training, or equivalent experience, in computer hardware repair
  • Apple Hardware and Software certification or the ability to obtain certification within 6 months of appointment
  • Knowledge of Macintosh, Windows and Linux operating systems and networks
  • Troubleshooting skills
  • Good written and oral communication skills
  • Ability to supervise student workers
  • Ability to lift heavy equipment
  • Good interpersonal skills
  • Bachelor's Degree or equivalent technical experience