Technical Support Specialist II (Desktop Technician, Microsoft Certified, Windows Vista, Mac OSX)

Job ID: 1483

Location: Bay City, MI

Department: Services

Relocation Provided: No

Education Required: Associates Degree

Experience Required: 3 - 5 Years

Position Description:
Recommends or performs complex or remedial actions to correct problems using remote diagnostic and remediation technology and tools, or at user locations. Guides and supervises other technical support staff and/or student workers. Provides consultative support to department managers and end users directly related to the general business operations, software systems, technical assistance and training to system users.

Candidate should also have the following abilities but not limited to: read, analyze, and interpret general business periodicals, professional journals, and technical procedures, write reports, business correspondence, and procedure manuals. Candidate should be able to communicate effectively to present information and respond to questions from groups of OIT managers, OIT staff members, college officials, and general customers. Additional abilities include but are not limited to solving practical problems dealing with a variety of variables in situations where only limited standardization exists, and interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Essential Duties and Responsibilities:
May include the following, other duties as assigned:
Inspects personal computer equipment and configure new systems for delivery to faculty, staff, and labs.
Install or assist service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, disk drives, etc… on college systems.
Loads specified software packages such as operating systems, word processors, or other college owned software.
Troubleshoot client reports concerning system operation and diagnose system hardware or hardware and recommend or perform actions to correct the problem either through remote control software or an office visit
Provide basic instruction in use of equipment or software to the client.
Actively participate in coverage of the site Help Desk and daily staff meetings.
Provide updates, status, and completion information to manager, trouble ticket management system, and/or users via voice mail, e-mail, or in person.
Assist in implementation of new technology.
Provide early morning and evening coverage on a regularly scheduled basis.
Use imaging software for implementation of new systems, reassignments, or lab systems.
Supervise other technical support staff or student workers.
Short-range travel for work at three off-campus centers.
Assist in maintenance and upkeep of online hardware inventory system.
Work with team to review and streamline current processes through either technology or change in workflow and participate in implementation of changes.

Position Requirements:
Required Skills/Knowledge/Experience:
Microsoft Certified Technology Specialist – Desktop Concentration

Customer Service experience is critical to the success of this position. This person must be pleasant with a “can help” attitude. They need to be a people person with outstanding communication skills. Excellent organizational skills and time management skills are required. Needs to be able to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the College.

Preferred Associate's degree (A. A.) or equivalent; and/or four to six years related experience and/or training; or equivalent combination of education and experience.


Desired Skills/Knowledge/Experience:

Must have skills:
Windows XP and Vista experience
Ability to handle multiple priorities and thrive in a demanding environment
Excellent interpersonal/communication skills
Excellent phone skills
Experience working in a strong team environment
Strong customer service orientation
Be self-motivated and work with little supervision
Hardware and software installation experience
Flexible schedule to provide an early morning and an evening shift coverage

Nice to have skills:
Experience in using and supporting Macintosh computers.
A+ technical certification
Project management skills
Microsoft Project knowledge
Knowledge of HP Printers and troubleshooting
Help Desk/Ticket Management system experience
Experience working in a network environment
Supervisory experience

Position Attributes:
SunGard Higher Education provides software, implementation and integration, strategic consulting, and technology management to colleges and universities. We bring the future of technology to today's colleges and universities to help them cultivate tomorrow's great leaders, thinkers, inventors, and citizens. Our employees find their work engaging, the environment stimulating, and the results of their efforts rewarding. We invite you to learn how you can work for a global, innovative company that believes in career and personal development, recognizes personal accomplishment, supports employees' lifestyles, and offers competitive pay and benefits. SunGard Higher Education is an Equal Opportunity Employer.

SunGard Higher Education offers an excellent comprehensive benefits package which includes; Paid technical training, 401K, 3-weeks vacation 1st year of employment, paid holidays/sick days, Medical/Dental/Vision, Life Insurance/Long Term Coverage, CBT Training, Tuition Reimbursement.


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