End User Support Specialist II

Position Title

End User Support Specialist II

6

Classified

All Campuses

Non-Exempt

Operations & Finance

N/A

IT-End User Services

Client Support Services Manager

Works under the general supervision of the Client Support Services Manager.

Supervision is not a responsibility of this position. May oversee student employees.

Provides technical support for all aspects of staff and classroom hardware/software, peripherals, and smartphones and various technology used by staff and students, including planning deployments, installation, maintenance, and repair. Works with and trains staff and students in all aspects of desktop computers and classroom technology, including software applications and hardware solutions. Works as part of the Tier 2 team to respond to requests for installation, troubleshooting, and repair for all end‑user technology on campus including computer labs.

Works in partnership with staff and Tier 3 IT administrators to design practical solutions for the purchase and licensing of all desktop computers, software, and peripherals. Manages several campus-wide applications and database solutions including, disk imaging solutions, document imaging solutions, desktop computer monitoring, video content cloud storage, end‑user support ticketing system, and security solutions. Oversees and manages Active Directory objects including, computer objects, Organizational Units, printer objects, policy objects, and user accounts for a password reset.

Works with the Audio/Visual Engineers to set up and provide technical support at events on and off campus.

• Troubleshoot, plan implementations, deploy, configure, replace, and repair hardware and peripherals used by the college staff, students, and faculty.
• Plan, install, remove, troubleshoot, update, and configure software and the operating system on staff workstations.
• Install, relocate, replace, configure, troubleshoot & testing various networking equipment.
• Plan, create, and deploy system images on both staff and computer lab workstations.
• Work with vendors to obtain quotes for all areas of the staff college required workstations, peripherals, software, and hardware.

• Responsible for moving Computer Objects in Active Directory to the correct Organization Unit. And removing Old Computer Objects in accordance with College Policy.
• Administer identity management service for multi-factor authentication.
• Configuration settings on all printers on campus are managed through a Print Management Solution Servers to ensure printing is efficient and without errors.
• Configuration, maintenance, administration, development of modules/interface/portals, quality assurance, training of staff, and updates on the college's trouble ticketing system.
• Management, development, creation, security updates, and maintaining the college's databases of scanned documents.
• Administration of all Apple devices on campus through Apple’s School management system.

• Responsible for maintaining up-to-date and accurate documentation that reflects problem resolution, new procedures, inventory, workstation history, and guides for troubleshooting or installing software and hardware.
• Research quotes, new software/hardware, new procedures, and best practices.
• Provide staff and student training via workshops, one‑on‑one training, step‑by‑step guides, etc.
• Maintain and update the college's desktop monitoring solution, including software updates and security patches, and remote desktop support.
• Event setup and support.
• May participate in College committees as assigned.
• Engages in professional growth…