Technical Support Specialist

Southwestern Michigan College is seeking a Technical Support Specialist to help keep campus technology running smoothly. This onsite role supports the college’s computer hardware, software, audio visual, and network systems through installation, maintenance, troubleshooting, and ongoing improvements across classrooms and staff locations.

You will work closely with IT and IS on project development and deployment, support users with training and technical guidance, and help protect system integrity through monitoring and timely updates. The position also includes maintaining accurate documentation and participating in departmental planning for help desk processes, budgeting, equipment lifecycle, and capital expenditures.

What you’ll do

• Administrate Windows Active Directory and Group Policy
• Administrate FileWave for computer management and software deployment
• Administrate printing systems and server configuration
• Set up computers and related equipment for employee use
• Install and perform minor repairs to hardware, software, audio visual, and printer equipment
• Monitor security and anti-virus/malware protection, and perform maintenance needed to improve system integrity
• Recommend and install software updates, using automated processes when possible
• Maximize hardware and software use by training users, interpreting instructions, and answering questions
• Troubleshoot DirecTV and cable television connections across campus
• Provide support backup for audio visual equipment in classrooms
• Perform OS upgrades and patches for PCs, laptops, Macs, iPads, and servers
• Diagnose and resolve client issues in a timely basis
• Notify a supervisor of project and work-order status, including advanced issues
• Maintain documentation on issue resolution using the ticket system knowledge base
• Perform equipment inventory and distribution
• Provide recommendations for AV, computer, and software updates and improvements
• Maintain client confidence by keeping information confidential
• Maintain professional and technical knowledge and contribute to team efforts
• Assist with the creation, maintenance, implementation, and sustainment of the Help Desk roadmap, including budgeting, equipment lifecycle, and capital expenditures for the department

Required education

• Associate’s degree in a related subject from an accredited college or university

Requirements

• Experience with desktop operating systems including Windows, Linux, and Mac OS
• Experience with education software installation and support
• Application support experience
• CompTIA A+ and/or CompTIA Network+ certification
• Ability to administrate Windows Active Directory and Group Policy
• Ability to administrate enterprise imaging solutions such as SCCM or FileWave
• Ability to administrate print management systems such as PaperCut

Preferred

• CompTIA A+ and/or CompTIA Network+ certification

Technology focus

• Windows, Linux, Mac OS
• SCCM, FileWave, PaperCut
• Windows Active Directory, Group Policy
• DirecTV

Onsite and physical demands

This role requires onsite work to modify, install, clean, and repair computer software and hardware, peripherals, printers, and audio visual equipment in a classroom environment. The position includes medium work demands, with the ability to lift and move objects (up to 50 pounds occasionally, up to 30 pounds frequently, and up to 10 pounds constantly), along with physical activities such as climbing, balancing, stooping, kneeling, reaching, walking, lifting, and repetitive hand and finger motions.

Work conditions include indoor and outdoor environments, exposure to extreme cold and heat, noise, vibration, hazards such as electrical current and proximity to moving mechanical parts, and atmospheric conditions including fumes, odors, dust, mists, gases, or poor ventilation. The role may also require working in close quarters such as crawl spaces and small enclosed rooms, and functioning in narrow aisles or passageways.