Compensation: $20.10 - $24.37

SPC team members receive...

• 28 Paid Holidays, which includes 5 days for Thanksgiving Break, 11 days for Winter Break, and an additional 5 days for Spring Break.
• 12 Paid Vacation days + 12 paid Sick/Personal days per year.
• Subsidized Health & Welness Benefits (medical, dental, vision, life insurance, short & long-term disability, supplemental insurance, cancer & dread disease reimbursement plan, and vision reimbursement plan).
• Employee Tuition Fee Waiver includes employees' spouse & eligible children up to age 23.
• Florida Retirement System (FRS), FRS Invesment Plan or FRS Pension Plan options.

This is a critical position, which ensures that students, faculty, and staff can perform essential functions in our PeopleSoft Student information system. To be effective, a knowledge of how front-line staff members, faculty members, and students interface with Student Information System is essential. The members of the Enrollment Services PeopleSoft team, fields' emails, phone calls or instant messages from end-users (primarily staff) daily. The position requires someone who can work effectively under pressure, who can resolve issues, and who can work with a wide variety of users.

Knowledge:

• Student Affairs principles
• Systems analysis and design principles
• Process improvement principles
• Web site development methods, principles, and practices
• Operating systems
• Customer service principles
• Training principles

Skills:

• Ability to prioritize work and meet deadlines for deliverables
• Programming and troubleshooting applications, databases, and systems
• Establishing and following procedural and technical standards
• Monitoring and assessing web sites
• Training end-users on applications and systems
• Interpreting customer requirements and translating into system specifications

Position Summary:

Incumbents provide standard computer and technical assistance to individual end users; and install and repair hardware, software and peripherals. Responsibilities may include moving, updating, repairing and installing hardware, software and peripherals; deploying new computers; determining hardware and software needs; providing training to end users; maintaining records on technical issues; entering data; and troubleshooting technical issues in person, over the phone, and via email. Incumbents may be assigned to a specific campus or department.

This position would be responsible for enhancing the technical skills and abilities of technology users via technology support activities.

Typical Essential Duties

• Focus on end-user skill development while resolving technical issues to encourage end-user technical knowledge;
• Communicate in a non-technical manner to ensure the end user understands all actions;
• Identify common technical knowledge gaps and notify manager of potential training needs for students, staff, and faculty;
• Use remote support tools including Skype for Business and Remote Assistance to train, diagnose, troubleshoot, and fix technical requests and problems related to college software and hardware;
• Remote support to include software installations, troubleshooting MS Office, MS Windows, and browser issues, peripheral installs, etc.;
• When remotely accessing an individual's computer, be prudent in accessing only the files and programs required to meet their request;
• Position functions as Level 2 support for desktop related tehcnical issues;
• Communicate with college staff and faculty via phone, email, and MS Service Manager;
• Utilize MS Service Manager to monitor and document all technical requests;
• Identify when issues need to be escalated to Level 3 support and work with Level 3 support as needed to resolve the issue;

Requirements:

Education:

Associates degree or equivalent through a technical training agency in information technology.

Experience:

Two years (2) experience providing user support for assistive technology.

* An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job may be acceptable in lieu of those requirements listed above.

Skills:

• Troubleshooting and repairing hardware, software, and peripherals;
• Installing hardware and software;
• Providing end-user support;
• Communicating technical information to a non-technical audience;
• Ordering and maintaining equipment and inventory;
• Maintaining operational records;
• Using a computer and related software applications;
• Communication, interpersonal skills as applied to interaction with subordinates, coworkers, supervisor, the general public, etc. sufficient to exchange or convey information and to give and receive work direction.

Physical:

• Positions in this class typically require: reaching, standing, walking, grasping, feeling, talking, hearing, seeing and repetitive motions.
• Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
• Incumbents may be subjected to electrical currents, workspace restrictions, and travel.

Responsibilities: