Policies & Procedures Manual

594

D.42 INFORMATION TECHNOLOGY SOFTWARE SUPPORT SPECIALIST

General Statement of the Function: The Information Software Support Specialist will serve as a front line support between the Office of Information Technology and the users of the College’s computing equipment and software for the main campus and other locations in the five-county district. The Information Technology Software Support will work with the Network Administrator in the maintenance and support of the College’s personal computers, printers, other technology equipment, instructional software, desktop software, and video conference equipment. The Information Technology Software Support reports directly to the Network Administrator. 1. Serve as the front line support between the Office of Information Technology and the users of the College’s computing equipment and software; 2. Monitor the IT Helpdesk software and respond to help-desk tickets including assigning tickets to the appropriate IT personnel; 3. Diagnose and resolve desktop issues; 4. Install and configure desktop and instructional software; 5. Work with the Network Administrator in supporting instructional technology; 6. Provide system login support for faculty, staff, and students as needed; 7. Provide documentation for Information Technology procedures including faculty and staff training procedures; and 8. Perform other duties assigned. Duties and Responsibilities:

(Added: 4/8/2014; Edited 5/15/14; Edited 1/7/16)