Technology Support Specialist

Information Technology Services (ITS) at the MCCCD is seeking a dedicated Technology Support Specialist to join our Customer Care team at the District Office. This position delivers critical, on-site customer and computer endpoint support, ensuring exceptional service delivery in a dynamic help desk environment. On a regular basis, you will troubleshoot hardware and software issues, resolve technical requests, and assist with device provisioning. This role offers a tremendous opportunity to leverage your existing desktop support skills while gaining hands-on experience with enterprise endpoint management systems such as MECM, Intune, and JAMF.

Essential Functions

30% - Endpoint Management and Escalation Resolution

• Provides specialized support for desktop (Windows and MacOS) and audiovisual systems; responds to requests or helpdesk tickets.
• Receives escalated issues or challenges not resolved at the Technology Support Technician level. Identifies technical challenges and optional or alternative troubleshooting techniques, relying on prior experience and technical knowledge.
• Confirms the validity of elevated problems and known solutions.

20% - Advanced Systems Troubleshooting and Deployment

• Performs advanced troubleshooting and repair of systems and devices. Assists users with hardware and specialized software applications.
• Prioritizes the troubleshooting process and manages time; elevates more complex issues.
• Assists with basic user access and troubleshoots internet issues.

20% - Asset Tracking, Media Projects, and Records Management

• Maintains system inventory, documentation, storage, and equipment security; orders parts as required.
• Tracks requests, maintains logs, and ensures closure. Develops and maintains databases, creates user documentation, and updates procedures.
• Participates in audiovisual and graphics projects and provides sound and video for events.

10% - District Office Refresh Lifecycle Operations

• Participates in the regulatory refresh of District Office Desktop and AV systems to ensure compliance, proper decommissioning, and successful deployment of modern hardware standards across the environment.

10% - Operational Compliance and Team Oversight

• Adheres to applicable policies and procedures.
• Trains, schedules, and oversees the work of student assistants.

10% Performs related duties as assigned.