Community College System of NH

Information Systems Technician (Technology Support Specialist II)

Hourly Rate Range - $26.29- $30.61

SCOPE OF WORK: Performs technical functions associated with the installation, evaluation, and maintenance of computer operating systems, networks, software, and audio and video services. Provides on-site and remote helpdesk support for all CCSNH colleges. This position reports directly to the Helpdesk Manager and is located at the CCSNH System Office in Concord, with the possibility of an occasional remote arrangement. Onsite work at other CCSNH locations will be required.

ACCOUNTABILITIES:

• Provides on-site and remote technical support for all campus classrooms and computer labs, as well as faculty and staff offices.
• Functions as primary Helpdesk to triage, troubleshoot, and resolve Helpdesk tickets and support calls.
• Performs computer-related troubleshooting, diagnosis, and resolution for all hardware, peripherals, operating systems and application software.
• Works directly with the IT centralized team to develop and adhere to universal software, hardware and service standards.
• Installs, maintains, monitors, and evaluates academic and administrative hardware and software.
• Installs, configures, and tests software and hardware applications to meet program standards.
• Troubleshoots computer operating systems including investigating and identifying problems and correcting malfunctions.
• Develops, implements, and monitors operating procedures for maintaining the security and integrity of the information systems and network.
• Provides remote support for all CCSNH colleges through an online based ticket submission for specified functions such as MFA, password reset, general login and browser issues, Okta and SIS
• Provides user training and assists in creating and publishing user training guides and materials.
• Analyzes and evaluates the computer systems and network and provides recommendations for updating and/or modifying software, hardware, and network communications systems. Coordinates and oversees local network efficiency to resolve service delays.
• Communicates with instructors, administrators, and other users regarding hardware and software requirements.
• Provides technical support and training for campus videoconference systems, Telecom Phone system, wired and wireless network, audio visual systems in classroom and other meeting spaces on campus.
• Complies with all system, college, state and federal rules and regulations.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

Education: Associate degree from a recognized college or technical school, or two years of college, with a major study in computer science, business administration, mathematics, or related degree field, with at least fifteen(15) credit hours in the field of computer science. Each additional year of approved formal education may be substituted for one year of required work experience.

Experience: Three years’ experience in the use and maintenance of computers and application software, with responsibility for analyzing, troubleshooting, testing, and installing system and application software for computer equipment. Each additional year of approved work experience may be substituted for one year of required formal education.

Special Requirements: Onsite work at other CCSNH locations on a regular or as needed basis.

Desired Qualifications: Experience with imaging, analyzing, troubleshooting, testing, and installing system and application software for computer equipment.

License/Certification: Valid drivers’ license or access to transportation.

RECOMMENDED WORK TRAITS: Knowledge of computer techniques and familiarity with peripheral devices used in the information processing field. Knowledge of the principles of systematic problem solving and the fundamentals of information processing. Knowledge of current computer hardware and software. Maintains confidentially of information and records as appropriate. Ability to establish and maintain effective working relationships with associates and personnel. Must be willing to maintain appearance appropriate to assigned duties and responsibilities as determined by management.

DISCLAIMER STATEMENT: The supplemental job description lists typical examples or work and is not intended to include every job and responsibility specific to a position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that classification.

Notice of Non-Discrimination: The Community College System of New Hampshire is an equal opportunity employer. The Community College System of NH does not discriminate on the basis on race, creed, color, religion, national or ethnic origin, age, sex, sexual orientation, gender identity and expression, physical or mental disability, genetic information, or law enforcement, or military, veteran, or marital status.