Los Angeles Community College District

Plans, organizes, facilitates, supervises and participates in the work of a team engaged in the installation, configuration, update, repair, replacement, and operation of a wide range of technology such as computer software, computer hardware, assistive technology, audiovisual technology, security technology, voice communications technology, data storage, servers, virtualization, and related peripheral equipment; guides users on the appropriate use of technology which may include academic instructional support software; and ensuring user satisfaction with technology solutions and customer service.

Supervises and participates in the installation, configuration, and troubleshooting of a wide variety of technology including computer software, computer hardware, smart classroom technology, assistive technology, multimedia technology, security technology, voice communications technology, data storage, servers, virtualization, and related equipment at an assigned location.

Prioritizes, and assigns duties and tasks to team members; creates team schedules; inspects completed work for compliance with work standards and policies; ensures customer satisfaction with solutions and service.

Provides technical support and assistance to users; serves as the primary contact for and resolves related issues and concerns; responds to inquiries and provides information concerning system operations, projects, malfunctions, equipment, upgrades, practices, procedures, and related software applications.

Installs, maintains, and upgrades various operating systems and software packages across disparate platforms.

Functions as a liaison between the network administrators and support technicians to ensure standards and protocols are maintained; assists in coordinating activities with help desk, network services, or other information systems staff.

Provides direction to team members regarding work priorities and technical solutions; personally, resolves the more difficult and complex Information Technology issues and challenges.

Implements District and/or college policies, procedures, and standards related to Information Technology operations and staff.

Evaluates hardware and software technologies and advises department management on appropriate choices and improvements.

Confers with Information Technology staff of the Educational Services Center on problems related to technical operations and services related to network equipment and operations.

Participates in the development of on-the-job programs by: identifying trending problems and learning issues; recommending training approaches; writing training materials; and training users, individually and in small groups.

Interfaces with vendors regarding software applications and equipment specifications, repairs, and replacements.

Oversees the maintenance of an up-to-date inventory of technology related equipment; tracks and follows-through with required actions related to equipment registration and warranties.

Assists in onboarding new employees and provides on-the-job training to assigned staff relative to technical support and new technological processes.

Proactively conducts appraisals of team member performance; issues timely performance evaluations; and devises strategies and plans to improve performance, as required.

Documents equipment inventories, software inventories, and repairs.

Writes reports, correspondence, documentation, and presentations containing descriptive, analytical, and evaluative content including the preparation of projections, conclusions, and recommendations for technology support services.

Performs related duties as assigned.

A Supervising Technology Services Specialist supervises and actively participates in the work of a technology team engaged in providing technical support functions such as software installation, the repair/replacement of computer hardware and adjustment of computer equipment, setting-up and configuring voice communications and smart classroom equipment, granting user access, and providing user training at an assigned location.

A Technology Services Specialist provides technical support involving installation, configuration, update, repair, replacement, and operation of a wide range of technology such as computer software, computer hardware, voice communications technology, data storage, servers, virtualization, and related peripheral equipment; guides users on the appropriate uses of technology; and ensures user satisfaction with technology solutions and customer service.

An Assistant Technology Services Specialist performs technical support duties of entry to moderate level difficulty, complexity, and scope related to the installation, configuration, update, repair, replacement, and operation of a wide range of technology such as computer software, computer hardware, printers, and related peripheral devices and equipment.

General supervision is received from a college classified administrator or a technical manager at the ESC. Technical assistance is received from Division of Information Technology staff. Immediate supervision is exercised over Technology Services Specialists and Assistant Technology Services Specialists.

Knowledge of:

Capabilities, set-up, operation, and maintenance requirements of computers, networks, voice communications technology, and peripheral equipment

Advanced techniques used to troubleshoot equipment and software malfunctions

Operation and functionality of computer software including, but not limited to, Microsoft applications, Microsoft Windows, Apple OS/iOS, network and network protocols

Smart classroom technology including but not limited to automated control systems; video data projectors; document cameras; digital presenters, interactive whiteboard or smartboard

Data storage technology including SAN, NAS, and RAID

Principles and techniques of server management

Principles and techniques of inventory/property management including asset management software

Principles of supervision and training

Principles of organization and time management

Techniques of active listening

Principles and protocols of quality customer service

New trends and developments in computer and classroom technology

Skill in:

The use of Microsoft Office Suite

Ability to:

Plan, prioritize, organize, facilitate, and supervise the flow of the day-to-day projects and activities of a technology support team

Create staff work schedules to provide adequate IT support during assigned location business hours

Provide technical direction, instructions, and guidance to team members

Effectively assess the strengths and weakness of staff; delegate work appropriately; and evaluate staff and team outcomes

Effectively communicate with staff, colleagues, and a broad range of other individuals with varying levels of computer literacy

Diagnose and resolve a wide range of technical problems involving software, computer hardware, voice communications technology and equipment, networks, servers, and related technology and peripheral equipment

Provide technical assistance in configuring and troubleshooting smart classroom equipment

Utilize diagnostic test procedures and instruments

Perform lifecycle planning and technology refresh installation services for desktop and laptop computers across the environment

Provide guidance to computer users in the use of a wide variety of common computer and academic instructional software and equipment

Write clear, comprehensive, and concise documentation, reports, correspondence, instructions, and training materials

Actively contribute to a culture of constructive collaboration and innovation with colleagues

Build rapport with users and maintain a professional demeanor while handling complex user issues.

Maintain high levels of customer service and satisfaction

Maintain a focus on details, quality, and precision in the performance of duties

Maintain a focus on strong performance culture

Respond professionally, effectively, and efficiently with technology staff, users, students, and vendors

Maintain confidentiality of work-related sensitive information and materials

Maintain current knowledge of a wide range of computer technologies and applications

Learn the characteristics of new computer systems, networks, servers, voice communications technology, software, and hardware and update technical skills to adapt to changing technology

Education and Experience:

A. A bachelor’s degree from a recognized college or university, preferably with a major in computer information systems, computer science, computer engineering, mathematics, or a related field AND two years of recent, full-time, paid technical computer experience in complex information technology installation, configuration, and support, preferably in heterogeneous (Mac and Windows, mobile devices, desktops, laptops) environments. One year of the required experience must have been in a lead or supervisory capacity. A successfully completed college-level course in supervision or management may substitute for the required one year of experience in a lead or supervisory capacity.

OR

B. An associate degree or its equivalent from a recognized college or university with a major in computer information systems, computer science, computer engineering, mathematics, or a related field AND three years of recent, full-time, paid technical computer experience in complex information technology installation, configuration, and support, preferably in heterogeneous (Mac and Windows, mobile devices, desktops, laptops) environments. One year of the required experience must have been in a lead or supervisory capacity. A successfully completed college-level course in supervision or management may substitute for the required one year of experience in a lead or supervisory capacity.

Certification:

The following certifications or an equivalent must be obtained within six months of employment and remain current thereafter:

Comp TIA A+

ITIL Foundation

Special:

A valid Class “C” California driver's license may be required for some positions.

Travel to locations throughout the District may be required for some positions.

Our class specification generally describes the duties, responsibilities, and requirements characteristic of the position(s) within this job class. The duties, responsibilities, and requirements of a particular position within this class may vary from the duties of other positions within the class.

In accordance with the Americans with Disabilities Act (ADA), the Los Angeles Community College District provides reasonable accommodation to qualified individuals with covered disabilities on a case-by-case basis throughout the application, examination, and hiring processes and throughout employment. If an individual is in doubt about their ability to perform the duties and responsibilities of a position or possession of any other requirement noted in a class specification or job announcement, they should always apply for a position and request reasonable accommodation at the appropriate time.