Los Angeles Community College District

Provides technical support of entry to moderate level difficulty, complexity, and scope involving the installation, configuration, update, repair, replacement, and operation of a wide range of technology such as computer software, computer hardware, and related peripheral equipment; guides users on the appropriate uses of technology; and ensures user satisfaction with technology solutions and customer service.

Installs, configures, and troubleshoots a limited range of technology including computer software, computer hardware, printers, and related peripheral devices and equipment.

Installs, upgrades, and maintains local, non-enterprise software applications and suites; ensures compliance with license agreements and copyright requirements.

Responds to the needs and inquiries of users; implements solutions; and follows up with users to assure the stability and functionality of District issued end user systems.

Responds to help desk ticket referrals concerning locally-based problems with hardware, software, and networking, and other computer related technologies; deploys solutions and follows up.

Installs, configures, and troubleshoots smart classroom technology and equipment such as panel control systems; video data projectors; document cameras; digital presenters, interactive whiteboard or smart board, and integrations to the overall technology environment at an assigned location.

Interfaces with technology peers, support staff, and vendors to coordinate activities, exchange information, and solve technology issues and concerns.

Assists in the delivery, setup, and teardown of presentation and technology equipment for indoor and/or outdoor events.

Sets-up user access to local file sharing and learning management systems.

Writes routine operating instructions, training materials, and manuals and guides users on software and hardware use.

Keeps users informed and gathers critical feedback to improve processes and relationships.

Tracks assigned technology inventory, controls access to server rooms and data closets, monitors software such as antivirus and MDM; assists in data capture for asset management software and continuously updates the asset management software as inventory changes.

Creates and maintains records and documentation to support building the team knowledge base.

Attends assigned training programs and activities in order to maintain current knowledge of technological advances and changes.

May provide entry to moderate level technical support involving assistive technology, multimedia technology, and security technology as needed.

Performs related duties as assigned.

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.

A Technology Services Specialist performs journey-level technical support duties related to the installation, setup, and repair of computer hardware; software installation, granting user access, and providing user guidance with common application software and computer equipment operations.

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 smart classroom equipment, granting user access, and providing user training at an assigned location.

Immediate supervision is received from a Supervising Technology Services Specialist. No supervision is exercised.

Knowledge of:

Capabilities, set-up, operation, and maintenance requirements of computers and peripheral equipment

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

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

Operating systems environments

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

Techniques of active listening

New trends and developments in computer and classroom technology

Principles and protocols of quality customer service

Basic principles of training

Skill in:

Use of Microsoft Office Suite

Ability to:

Diagnose and resolve routine technical problems involving software, computer hardware, and related technology and peripheral equipment

Provide routine technical assistance in configuring and troubleshooting smart classroom equipment

Utilize diagnostic test procedures and instruments

Meet established priorities and project schedules

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

Write instructions in a manner that can be understood by computer users with different levels of computer literacy

Write clear and logical documentation

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

Maintain high levels of customer service and satisfaction

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

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

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

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, software, and hardware and update technical skills to adapt to changing technology

Education and Experience:

A. 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.

OR

B. Graduation from high school or its equivalent AND two years of recent, full-time, paid technical computer experience, preferably in heterogeneous (Mac and Windows, mobile devices, desktops, laptops) environments.

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.