Technology Support Specialist I

TECHNOLOGY SUPPORT SPECIALIST I

SCOPE OF WORK: This position is responsible for performing Tier 1, first level user support, ticket management, software installation, hardware setup, and troubleshooting. This position is primarily assigned to one college but provides remote support services to other colleges in the CCSNH system. This position reports directly to CCSNH Regional IT Director- LRCC & WMCC and will be located at White Mountains Community College (WMCC).

ACCOUNTABILITIES:

• Provides first level User Support to faculty, staff, and students. Responds to incoming support requests via phone, email, chat, in person, or through the ticketing system. Responsibilities include helping users with login problems, password resets, printer issues, Wi-Fi connection, and basic software or hardware troubleshooting.
• Ticket Management: Creates, updates, and closes tickets in the IT service management system, ensuring proper documentation and categorization.
• Software Installation: Installs, configures, and updates software as per organizational policies.
• Provides on-site and remote troubleshooting of common software, hardware, and peripheral issues; research documentation for resolution; addresses resolution if possible.
• Issue Diagnosis: Follows scripts or predefined troubleshooting steps to identify and resolve common technical problems
• Reports suspicious activity or potential threats to higher-level IT staff.
• Participates in IT project rollouts
• Hardware Setup: Sets up desktops, laptops, monitors, peripherals (keyboard, mouse, printer), and occasionally mobile devices, using standard images and defined processes.
• Follows security protocols when handling user data and accounts.
• Creates How To documentation for user self-help
• Assists in the maintenance of IT inventory records.
• Adheres to CCSNH IT policies and procedures to ensure compliance and security
• Works in collaboration with all CCSNH IT Staff.
• Complies with all system, college, state and federal rules and regulations.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

Education: Associates degree from a recognized college or technical school.

Experience: No experience required. Each additional year of approved work experience may be substituted for one year of required formal education.

Licensure/Certifications: None.

RECOMMENDED WORK TRAITS: Knowledge of the principles of systematic problem solving and the fundamentals of information processing. Knowledge of current computer hardware and software. Ability to make oral and written reports. Ability to establish and maintain effective working relationships with associates and personnel of user agencies. Must be willing to maintain an appearance appropriate to assigned duties and responsibilities as determined by the colleges appointing authority.

DISCLAIMER STATEMENT: This class specification is descriptive of general duties and is not intended to list every specific function of this class title.