Allan Hancock College Classified - TechnicalHuman Resources Range 25

TECHNICAL SUPPORT SPECIALIST I

DEFINITION:Under supervision of the Technical Services Supervisor in Information Technology Services, this position is to perform skilled work in the installation, maintenance, and repair of computer systems, audiovisual (AV) equipment, data communications equipment and telephones. The incumbent will assist staff in equipment use, perform functions related to providing AV support of district events, and value and promote the mission and vision of the college.

CLASS CHARACTERISTICS:This position, under minimal supervision, is a skilled working position which emphasizes a high level of technical knowledge and ability. The major responsibility of this position is to assist with the installation and maintenance of the district’s computers, peripherals, AV equipment, telephone equipment, and networks.

ESSENTIAL FUNCTIONS:1. Install, configure, update and maintain a variety of computer and AV equipment. 2. Enter and update computers and other equipment in the Helpdesk Asset Tracking System.3. Connect computers, AV equipment and peripherals to the District network (both wired and

wireless) including cabling, when necessary, and network protocol configurations.4. Provide technical support and training on the use of computers, tablets, printers, peripheral

equipment, mobile devices, AV equipment and telephones.5. Install Microsoft Windows and Apple operating systems.6. Install and maintain general purpose application programs for web browsing, word processing,

electronic spreadsheet, and email in accordance with vendor supplied documentation as well as job/task specific software.

7. Install the components of the computer systems into an integrated unit and provide the user with an operational unit.

8. Provide the user with operating instructions in the use and care of the computer and assists with user computer training.

9. Perform first-level trouble shooting such as identifying source of failure, operator error, or hardware/software malfunction. If malware is detected, clean or re-images as needed.

10. Repair equipment, and/or arrange for repair services.11. Use help desk system to log requests and track resolution of problems.12. Assist with software upgrades.13. Provide backup "help desk" service for the district.14. Deliver, set up, and operate sounds systems and other AV equipment to support instructional

and institutional activities including events scheduled on and off campus.15. Assist users with routine software functions.

16. Assist with the evaluation of new software and software updates and documents recommendations.

17. Evaluate computers, AV equipment and peripherals against the published standard and make recommendations for replacement.

18. Utilize appropriate safety precautions in performance of duties, performs routine safety inspections of equipment to ensure safety of others, and reports safety issues to appropriate department.

19. Perform other related duties as assigned.

MINIMUM QUALIFICATIONSKnowledge of: Telecommunications and computer networking technologies; Micro-electronics with expertise in communication electronics; Operation and maintenance of AV equipment; Use of “Customer Support Management” software; Installation and use of operating systems, such as Microsoft-Windows and Apple OS; Web browsers; Computer imaging software; General-purpose application programs performing functions of word processing, electronic

spreadsheet, and email; Appropriate safety precautions and procedures.

Demonstrated Ability to: Install the components of computer systems into an integrated unit and provide user with an

operational unit; Install, replace and repair AV equipment; Provide user with operating instructions in the use and care of the computer; Perform first level of troubleshooting should user experience operational failure; Learn new and complex AV and computer equipment; Use test equipment, hand tools and other materials of the trade; Work with minimum supervision and use independent judgement; Deal with priority tasks and see that work is completed on schedule; Follow oral and written directions; and Develop and maintain cooperative-working relationships with those contacted during the

course of work.

Education and Experience:Possession of or the equivalent to an associates’ degree in electronics and/or a computer related field with one or more years of professional experience in personal computer hardware/software support to include installation, maintenance, and repair.

Licenses and Certificates Required:Must possess a valid California driver’s license and the ability to qualify for district vehicle insurance coverage.

Working Conditions: Duties are primarily performed in an office environment, at a desk with a computer

workstation. The incumbent will experience interruptions while performing normal duties during the

regular workday. The incumbent will have contact in person, by email or on the telephone, with executive,

management, supervisory, academic, and classified staff. The incumbent will support all district locations that use computer and AV resources and may

need to drive to perform job functions.

Physical Demands: Typically may sit for extended periods of time. Operates a computer. Communicates over the telephone, by email and in person. Regularly lifts, carries, and/or moves objects weighing up to 20-30 pounds. Must be able to

lift and stack objects up to 50 pounds occasionally.

Special Qualification:Evidence of a sensitivity to and understanding of the diverse academic, socioeconomic, cultural, and ethnic backgrounds of staff and students and to staff and students with disabilities.

Restructure 9/17R 7/15R 9/04

3/03 (Title only)R 1/99

3/95