Technical Specialist – User Support Services

Springfield Technical Community College
October 9, 2019
Springfield, MA
Job Type


About Springfield Technical Community College :

Located on 35 acres of the Springfield Armory National Historic Site and founded in 1967, Springfield Technical Community College is a major resource for the economic vitality of Western Massachusetts. As the only technical community college in Massachusetts, STCC offers a variety of career programs unequalled in the state. Biotechnology, IT Security, Laser Electro-Optics, Nursing, Robotics, Sonography, Telecommunications and dozens of other career programs produce potential employees each year. STCC's highly-regarded transfer programs in Business, Engineering, Liberal Arts, Science and Technology continue to provide the most economical option for students pursuing a four-year degree. With an annual enrollment of over 5,000 day, evening, weekend and online students S.T.C.C. is a vibrant campus rich in diversity.

Job Description:

General Statement of Duties: 

Under general supervision, the purpose of the classification is to provide support for all personal computers and IT User Support Services used within college community.  Employees in this classification perform technical work.  Classification is responsible for configuring/troubleshooting computer systems and peripherals, setting up personal computers and services. Provide technical assistance/support to users, assisting with computerization of new/special projects, and conducting training modules for students, faculty and staff.  Performs related work as directed.

 The Technical Specialist - User Support Services role is to coordinate User Support Services activities and ensure that end users are receiving the appropriate assistance. This includes the responsibility of coordinating and providing support for all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of IT User Support Services functions.  This includes but is not limited to campus wide computer installations, moves, inventory management and providing technical support and assistance as required. The Technical Specialist - User Support Services will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level, providing general support or performing related work as directed.

 Reporting to:

 Under the direction and supervision of the Associate Director of User Support Services, this position will be responsible for the following:

Job responsibilities include, but are not limited to:

  • Provides support for all personal computers used within college community, including student computer labs on/off-campus, classrooms, and administrative offices (i.e. - assembles, installs, configures or sets up computer systems, printers, workstations, and related hardware; troubleshoots/repairs computer hardware/peripherals; performs routine hardware/network maintenance procedures; installs, upgrades, and supports operating systems and software applications.
  •  Coordinate the processing of incoming tickets to the Help Desk via both telephone, in person and e-mail to ensure courteous, timely, and effective resolution of end user issues.
  • Under the direction of direct supervisor design and enforce request handling and escalation policies and procedures.
  • Assist supervisor in the implementation of user support service level agreements in consultation with end users to establish problem resolution expectations and time frames.
  • Coordinate and/or perform hands-on fixes on desktops, laptops, and tablets.  This includes installing computers, cabling and upgrading software.  Also installing hardware, implementing file backups, configuring systems, printers, and applications as well as password resets.
  • Interacts with various agencies/individuals (i.e. - attends meetings and serves on committees; communicates with supervisor, employees, other departments, students, faculty members, volunteers, consultants, vendors, the public, outside agencies, and other individuals to coordinate activities, review status of work, exchange information, or resolve problems).
  • Operates computers, networking equipment, video-conferencing systems, audio/visual equipment, and general office equipment; utilizes computer operating systems, word processing, spreadsheet, database, desktop publishing, networking, utilities, presentations, multimedia, Internet, e-mail, or other software programs.
  • Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
  • Working with the supervisor, identify, recommend, develop, and implement end user training programs, orientation (student and employees) to increase computer literacy and self-sufficiency.
  • Coordinate and assist in the development and dissemination of help sheets, usage guides, and FAQ lists for end users.
  • Collaborate with other departments to identify and/or procure software for internal staff and external clients.
  • Provide user and technical support for college wide events, projects and registration activities including computer image setup/deploy and roll-out.
  • Train, coach, and mentor Help Desk Technicians, Interns and other staff.
  • Perform other administrative tasks as required to support college goals and objectives.
  • Maintains professional knowledge in applicable areas (i.e. - maintains a working knowledge of assigned area; researches new technologies, products, methods, trends, and advances in the profession; reads professional literature; attends conferences, workshops, and training sessions).
  • Performs administrative tasks associated with department activities (i.e. - assists in developing record keeping systems; develops staff development materials, proposals, and  researches educational technology products and models; recommends hardware, software and networking system purchases; initiates orders for computer equipment, parts, tools, or supplies). 
  • See " The Massachusetts Board of Higher Education - Massachusetts Community College Council Classification"  (MCCC) Specifications below. Specialist - HB 1158.doc

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