Harper College Hiring for Technical Support Specialist – Full Time at Palatine, IL Full Time

Schedule Information: 8:00am to 4:30pm, M-F (Occasional evening shift until 9pm)

Hours per Week: 37.5

Benefits: Health, Dental, Life & Disability; Sick, Vacation & Holiday Pay; Personal Business; Harper Tuition Waivers; and Professional Expense

Work Conditions: Work is primarily indoors. Physical activities include light to medium work of up to 50 lbs. which includes lifting and moving computers, audio visual hardware, peripherals and related furniture or equipment.  Some tasks will require the use of a ladder.

Duties of Position: Responsible for providing college-wide training, support and delivery of technological solutions. Responsible for support and implementation of end user technology needs. Serves as a liaison between the user community and Information Technology, providing outstanding customer service in person, online, or by phone. As directed, provides supervision and mentoring to employees from various employee groups.  

Provide onsite, phone, email, and chat support for end user systems and applications. Provide outstanding customer service and empathy during all customer encounters.

Install operating system, software, hardware equipment, and firmware on desktops, laptops, printers, lecterns and other infrastructure systems.

Identify, diagnose, repair, and resolve technical hardware and software issues in a timely manner. 

Facilitate the continuous and reliable operation and perform general preventative maintenance tasks on software, computers, laptops, printers, projectors, classroom technology, and other hardware and peripheral equipment used by various departments.

Install, upgrade, support, maintain, and troubleshoot software, computers, laptops, printers, projectors, classroom technology, and other hardware and peripheral equipment used by various departments.

Utilize ticketing system to document and prioritize work following Information Technology standard operating procedures.  Log all related interactions as well as answer, troubleshoot and document support calls and emails.

Complete work on assigned tickets, projects, and tasks, documenting, tracking, and monitoring the problem to ensure a timely resolution.

Move computers, laptops, monitors, printers, and associated equipment.  Coordinate with Facilities Management as needed for any moves, construction and installation projects.

Stays current with relevant Harper College systems, information, changes and updates.

Stays up to date with higher educational IT trends, software, and hardware.

Contribute to technical support documentation of resolutions, processes, and procedures.  Participate in the development, implementation, and communication of guidelines and procedures for the usage, deployment and management of systems and software supported by Information Technology.  

Interact with systems administrators, software systems engineering, and applications development to restore service and perform root cause analysis to correct core problem as needed.

Maintain appropriate asset management data and purchasing documentation utilizing approved Harper College systems. Tracks software, hardware and peripheral equipment from acquisition to retirement.

Investigates appropriate technology requests for software, hardware and peripheral equipment.  Research, assess, and evaluate technology-related needs.    Recommend appropriate software, hardware, and peripheral equipment for implementation.

Evaluate and recommend new software, hardware, and services to enhance functionality and reduce user problems.

Test, configure, and implement new hardware, software and other modifications to existing equipment and systems.

Responsible for security, integrity, and reliability of desktop systems.  Report any violation of the Acceptable Use Policy.

Schedule software deployment packages for unattended installation to desktops, laptops, and off-network laptops and computers.  Develops software deployment packages as needed.

Work with vendor support contacts to resolve technical problems with desktop computing equipment and software. Manage hardware repair and replacement process.

Facilitates communication between the end-user and Information Technology.

Assists as appropriate with projects involving Information Technology.

Functions as professional and technical mentor to staff whenever necessary.

Participates in technical setups for standard classroom, lab or office needs as well as for special events which may include a laptop, projector, desktop, microphones and telephones.

Uses programming knowledge to write programs that facilitate a user friendly environment e.g. batch files, Extron, Access, PowerShell, etc.

Provides computer-related training and technical assistance to employees on Harper College technology.

Provides System Administration support for the various client groups using the Service Desk ticketing system.

Performs related duties as assigned.

Educational Requirements: Bachelor’s Degree or six (6) years of equivalent experience. Preferred certifications include current Microsoft Windows operating system, Mac OS, Microsoft Office Suite, CompTIA A+, Help Desk Institute, ITIL.

Experience Requirements:

• Expertise in a wide variety of operating systems.
• Expertise with complex software packages for PC, and MAC based systems.
• Proficiency with a number of support tools.
• Microsoft Certification.
• Ability to provide high level of customer service, problem resolution, and support.
• Ability to manage user accounts in Active Directory and Exchange email /Outlook
support experience.
• Excellent time management and project management skills.
• Good understanding of TCP/IP Networking and VPN.
• Quick learner, strong/effective problem solver, team player.
• Strong in break/fix.
• Experience with desktop imaging.
• Experience in communication and collaboration technologies.
• Experience writing, producing, doing voice-over and acting in educational videos.
• Ability to provide multi-language support is a plus
• Experience installing software, patches, updates on desktops and laptops.
• Experience with a configuration management tool such as Altiris, Microsoft System Center Configuration Manager (SCCM).
• Experience with working with external vendors.
• Extensive experience with Mac OS X system administration and applications a plus.
• OS configuration, troubleshooting, and knowledge of applications including MS Office, iWork, Parallels, VMware Fusion, and Apple Remote Desktop.
• Extensive knowledge & experience of Windows devices and support of Windows OS.
• Flexible and adaptable, able to change and altar project plans.
• Strong knowledge of Microsoft Operating Systems, MS Office and support of custom software applications.
• Strong knowledge of Windows PC, MacOS, and mobile device troubleshooting and application support, including MS Office, Outlook, Adobe CC, Google App Sync, Box Sync.
• Experience in higher education or a campus environment a plus.

Application Review Date: Applications are accepted until the position is filled though priority will be given to applications received on or before August 24, 2023. 

Required Documents: ***A resume and cover letter are required to complete the application process***

* Official transcripts required upon hire 
* Employment is contingent upon Criminal Background Check.
* Employment sponsorship is not available.

Harper College is an Equal Opportunity Employer. We strive to create an inclusive learning and working environment where individual differences and identities are respected, valued and embraced. We encourage women, people from historically underrepresented groups, individuals with disabilities and veterans to apply.