Job Summary

Provides testing and support of all software, technology and network functions at the Campus.

Essential Duties and Responsibilities:

• Adheres to all Company policies and procedures and operates at all times within state and federal statutes and regulations and within standards of accreditation.
• Analyzes, troubleshoots, and resolves complex problems with business applications, networking, and hardware. Accurately documents all work in appropriate problem-tracking software. Prioritizes tasks based on service-level agreement (SLA) criteria, with limited supervision.
• Assists users in identifying hardware/software needs and provides advice regarding current options, policies, and procedures.
• Installs, configures, and tests upgraded and new business computers and applications based on user-defined requirements.
• Creates and troubleshoots network accounts and other business application user accounts as documented.
• Participates in analyzing and selecting new technology required for expanding computing needs throughout the organization.
• Application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional needs.
• Participates in designing, testing, and deploying client configurations throughout the organization, a process requiring detailed knowledge of Microsoft operating systems and compatible business applications.
• Leverages application packaging software technology for deployment of business applications to client systems.
• Documents technical processes, troubleshooting guidelines, and end-user frequently asked questions (FAQs) about computer systems or programs, and publishes these to the knowledge base as guidelines for the entire organization.
• Monitors automated alerts generated by system management tools and makes decisions on the most effective resolution.
• Supervises the Help Desk Coordinator(s), if applicable.
• Walks throughout the institution and/or ancillary buildings to perform duties, and travels to off-site facilities as needed.
• Performs other duties or special projects as assigned.
• Maintains professional and effective working relationships with all other Campus personnel.
• Conducts his or her professional and personal life in a fashion that fosters a positive impression of the Campus and the Company.
• Performs the job on one or multiple campuses by remote access and by traveling to the campuses
• Performs the job on site when required. Remote work is appropriate when onsite work is not required. Subject to change if superseded by Human Resource policy regarding remote work.

Job Requirements

Education:

• A high school diploma or GED; an associate's degree or higher preferred.

Experience:

• A minimum of three (3) to five (5) years of experience in computer maintenance and/or information technology support.
• Demonstrated knowledge of computer software packages (installation and operation), local area networks, computer hardware (installation, configuration, and maintenance), computer communication systems, and troubleshooting.
• Demonstrated experience creating, testing or supporting computer programs common to business use.