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Function of Position:

This is a technical support position responsible for assisting in the daily operation of the employee support technical help desk in MCC's Technology Services department. The position provides first-line routine diagnosing and troubleshooting of technical issues related to software, basic hardware, and peripheral equipment. Key duties include answering calls, triaging tickets through our support request system, and responding to emails. This position also provides assistance with software installation and instruction, performs basic hardware/software troubleshooting, offers user training, and documents problems, with a focus on excellent customer service.

Examples of Duties & Responsibilities:

+ Resolves computer user problems through telephone, screen sharing and remote control of desktop.

+ Installs software and updates for computers.

+ Respond to cybersecurity events, such as unwanted software, phishing attacks, and unauthorized access attempts, by following established cybersecurity protocols and implementing appropriate remediation measures.

+ Use, troubleshoot and resolve issues related to cloud applications and services (such as email, file storage, and collaboration tools), including connectivity problems, authentication errors, and data synchronization issues.

+ Use online ticketing system to receive, update and track support requests.

+ Contact external vendors to schedule repair services (e.g. printers).

+ Work with external vendors for Return Merchandise Authorization for equipment under warranty.

MCC Expectations:

+ Adheres to the College Code of Conduct.

+ Contributes to, supports, and maintains an equitable, inclusive, and collaborative College environment.

+ Maintains technological competencies utilized by the College.

+ Commits to the philosophy of a comprehensive community college.

+ Commits to professional growth. which includes seeking ongoing training in diversity, equity and inclusion to better serve students.

Job Requirements:

Required Qualifications:

+ Associate's degree in a computer science, information technology or closely related field and (2) years paid full-time or its part-time equivalent* experience assisting in the resolution of operational problems of a computer system.

Preferred Qualifications:

+ Knowledge of computers, storage devices, printers, mobile devices, and computer peripherals.

+ Knowledge of basic troubleshooting procedures for hardware and software issues.

+ Familiarity with commonly used software applications

+ Ability to instruct others in the operation of computer and peripheral equipment.

+ Ability to keep and maintain inventory and simple records.

+ Experience with iSupport help desk software

+ Competence in Microsoft Office products

+ Familiarity with MCC systems and procedures

+ Bilingual and able to read, write, and speak Spanish or other languages proficiently

Additional Information:

Job Type: Part-time

Salary: $35/hr.

MCC offers a Flexible Work Policy for benefit eligible employees. Types of flexible work arrangements include flextime/staggered shifts, remote work/telecommuting and compressed work schedule. The availability of flexible work arrangements varies by division, department, and position, based upon business and operational needs. Limitations to flexible work arrangements are outlined in the official policy.

Prohibition of Remote Work Outside New York State: Remote work locations outside New York State are not authorized by the College due to out-of-state tax and regulatory implications. In limited circumstances, prompted by business or operational needs, the College may approve requests to work remotely outside of New York State, on a short term, temporary basis.

Monroe Community College prohibits discrimination based on race, color, religion, sex, sexual orientation, pregnancy, familial status, gender identity or expression, age, genetic information, national or ethnic origin, physical or mental disability, marital status, veteran status, domestic violence, victim status, criminal conviction, or any other characteristic or status protected by state or federal laws or College policy in admissions, employment, and treatment of students and employees, or in any aspect of the business of the College.

Notice of Non-Discrimination (https://www.monroecc.edu/diversity/notice-of-non-discrimination/)

Annual Campus Security & Fire Safety Report