Description of Duties: The Support Specialist works closely with end users to support technology applications both on-site and online. Knowledge of third party solutions, computer applications, and an ability to analyze and troubleshoot problems to provide general support to faculty and students. Works in a team environment supporting applications within the Distance Education department. This position reports to the Director of Distance Education.
Specific Duties Include:
*Provide in-person, computer and telephone based support to students and faculty on the use of technology for instruction, including the use of Vernon College's learning management system, third party software tools, online plagiarism services, and web-based content creation tools.
*Works with approved third party software applications to gather and disseminate necessary support information.
*Provide help desk support for faculty and students who need assistance with academic instructional online technology.
*Provide initial diagnosis of technology related incidences and/or computer related software issues and work with available contracted support to resolve computer related issues.
*Performs other duties as required.
Requirements: Education: Associates Degree or Certificate (with emphasis in Computer Science, Information Systems, or equivalent) is required. Three or more years of related experience, required. Prefer experience providing support in a help desk, computer hardware/software support or customer support group. Technical experience in various computer applications and troubleshooting.
Knowledge, Skills and Abilities: Ability to provide technical support by e-mail, phone, remote assistance, and face-to-face; professional demeanor and excellent communications skills. Good problem solving and analytical skills. Ability to work efficiently, both with and without direct supervision. Ability to learn the fundamentals of all software products used at the College, including 3rd party systems. Knowledge of computer applications, and ability to analyze and troubleshoot problems to provide general support.
Preferred: Previous customer service experience.
Position: This is a full-time position available immediately with full Vernon College benefits. Applications will be accepted until October 28th, 2020. Salary is $22,273.
This is a security-sensitive position and is subject to a criminal history record. Criminal history records will be used only for the purpose of evaluating applicants for employment in security-sensitive positions. (Texas Government Code 411.094 & Texas Education Code 51.215)