Note: This is an on-site position.

Job Summary
Acts as the primary interface with end users, and provides software and hardware support, including assisting with questions and problems. Installs and maintains software and peripherals; performs configuration of hardware and troubleshoots problems. Provide on-site training as needed. Participates in the testing and evaluation of new desktop and browser-based packages; and consults with and makes recommendations regarding the selection of software and hardware products.

Essential Duties

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  Configures, installs, monitors, and maintains IT users’ desktop software and hardware, including web-based and browser-based software. Provides consultation to end users for all aspects of end user computing and desktop-based LAN systems software.
• Provides technical support and guidance through Tier 1 and Tier 2 customer support, and works with vendors to resolve Tier 3 issues. Documents solutions, and develops end user guidelines.
• Assists network specialists in the setup, configuration, and maintenance of network servers and host systems.
• Troubleshoots and configures PC operating systems to maintain hardware compatibility and eliminate address conflicts. Installs and upgrades software and peripheral drivers.
• Evaluates, maintains, modifies (e.g., creates macros, templates), and documents desktop application packages; participates in the testing and evaluation of new desktop packages and implements prototypes.
• Establishes and maintains preventative maintenance programs and schedules.
• Establishes and maintains inventory of spare parts compatible with electronics equipment currently in use at the College.
• Establishes and maintains an up-to-date recommended equipment list for all new hardware purchases at the college. Coordinates outside contractors for computer system maintenance and warranty repair.
• Supports designated users, and installs and configures specialized application software for all computers. Consults with and makes recommendations to IT users on selection of hardware and software products to address business requirements.

• Provides on-call support for evening and weekend classes.
• May train and coordinate student and part-time hourly employees. Oversees scheduling and flow of work. Provides input to manager on hiring and performance evaluation.
• Establishes and maintains library of manufacturer’s maintenance agreements and software licensing for the college
• Works with director to establish annual budgets.
• Performs all other related duties as assigned.

Minimum Qualifications

• 
  Associate’s degree from an accredited institution
• Two (2) years of relevant systems technician experience in a complex network environment
• One (1) year of direct customer phone support in a call center environment.
  • NOTE: Technical support experience within a call center may be applied to both experience requirements, i.e. two years of technical phone support would meet both requirements.
• Working knowledge of Office 365
• Intermediate-level (considerable) knowledge of a wide variety of technologies to effectively support end user technical needs, including computing devices, operating systems, network technologies, printers and peripherals, and a variety of word processing, spreadsheet, email and database applications (desktop, client-server, browser-based, etc.)

• Associates or Bachelor’s degree in computer-related field
• Comp TIA A+ and CompTIA Network + Certification
• ITIL v3 Certified
• MCP or MCITP
• Working knowledge of SCCM
• Working knowledge of Mobile Device Management software.

Knowledge, Skills, and Abilities

• Strong knowledge of Microsoft and Apple environments (Windows OS, OSX, etc.)
• Working knowledge of network/server components, information security principles/practices, remote connectivity tools
• Knowledge of and experience with Active Directory
• Active learning skills, ownership and empathy in providing a client with the IT service they need with a strong customer service orientation
• Ability to listen, diagnose, troubleshoot, and solve technical and service related issues remotely and in person
• Ability to learn new technical concepts quickly
• Ability to communicate and present complex information effectively in person and on the telephone demonstrating a professional tone, voice inflection and intonation
• Strong organizational and multitasking skills
• Strong written communication skills
• Excellent customer service skills with the ability to assist users over the phone
• Knowledge of ITIL processes
• Knowledge of standard concepts, practices, and procedures for technology related setup and support.
• Ability to work independently and as part of a team
• Ability to prioritize workload according to MHCC needs.

Working Conditions
Work performed requires physical ability to crawl under desks and the ability to lift and work on equipment that may be located in tight or poorly lit spaces. Lifting and moving of moderate-weight end user computing devices is sometimes required.

Salary:
Initial salary placement will be based on years of relevant full-time equivalent experience at the sole discretion of the College, per the guidelines in the applicable Handbook or Collective Bargaining Agreement. Please include all relevant full and part-time experience in your application that you want the College to review towards potential placement. Hired employees will not have an opportunity to update past experience or appeal initial placement after the time of hire.

Important Information:
MHCC only accepts applications through our online application system at http://agency.governmentjobs.com/mhcc/default.cfm. For technical assistance, please call 855-524-5627.

Please note: We do not request or read letters of recommendation. Also, it is not necessary to upload a large number of documents with your materials. We are looking for the required documents and perhaps one or two additional documents of your choosing (optional). Faculty applications require a current resume, cover letter and official transcripts (copies are fine for application purposes) and/or any required certificates or licenses.

Please note: this is initially a self-screening system. We recognize that our application process can be lengthy, so before you begin, please read all of the stated requirements to determine if you meet them. Applicants must meet all of the stated minimum qualifications and additional requirements to be considered for this position. Based on your responses to the qualifying questions, the system may automatically screen you out from further consideration.

Position subject to budget consideration and approval.

Final candidates will be subject to a criminal background check as part of the employment process.

MHCC is NOT able to support Visa applications for employment at the college. Applicants must already be eligible to work in the United States to be considered.

MHCC provides qualifying veterans and disabled veterans with preference in employment in accordance with ORS 408.225, 408.230, and 408.235; OAR 105-040-0010 and 105-040-0015.

Qualifying veterans and disabled veterans may obtain preference by submitting as verification of eligibility a copy of the Certificate of Release or Discharge from Active Duty (DD Form 214 or 215) or a letter from the US Dept. of Veteran's Affairs indicating receipt of a non-service connected pension to your application. Disabled Veterans must also submit a copy of their Veteran's disability preference letter from the Dept. of Veteran Affairs, unless the information is included in the DD Form 214 or 215.

If you are seeking this preference, appropriate documentation must be provided at the time of application. You may submit an electronic copy in the document upload area of the application in the section marked "veterans' preference document," or fax to 503-491-7257 or mail to Human Resources, Mt. Hood Community College, Gresham, OR 97030. If you do not have your documentation, you may request it through your Veterans' Administration Office.

Applicants with disabilities may request accommodation to complete the application and interview process. Please notify Human Resources at least three working days prior to the date of need.

Mt. Hood Community College is an Equal Opportunity Employer that actively supports workforce diversity.