Asset Management, Audiovisual, Customer Support/Service, Database Administration, Database Programming, Desktop Administration, Desktop PC, Documentation, Enterprise Endpoint, Establish Priorities, Graphics, Hardware Standards, Help Desk, Identify Issues, Information Technology & Information Systems, Inventory Management, Mac Operating System, Maintain Compliance, Microsoft Windows Operating System, Problem Solving Skills, Project Tracking, Records Management, Regulations, Security Equipment, Service Delivery, Software Administration, Systems Maintenance, Technical Support, User Documentation
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.
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Maricopa Community College