End User and Classroom Support Specialist

Broad Functions:The End User and Classroom Support Specialist is responsible for providing first level technical service and support for the use of end-point devices such as Window/Apple/tablet/smart phone devices, operating systems, multimedia systems, desktop applications and classroom-based local area networks including installation, troubleshooting, repairs, configuring, and upgrades. He or she will actively promote, foster and support the successful use of business and instructional technologies for teaching and learning and serve as liaison between Information Technology Services (ITS), business departments, academic divisions, and vendors. Individuals in this position may be required to provide services and travel to campus locations within Greater Cincinnati and other remote campuses throughout the Tri-State area.Responsibilities and DutiesMaintain and support end-point devices such as Window/Apple/tablet/smart phone devices, operating systems, multimedia systems, desktop applications and classroom-based local area networks (LAN) including (but not limited to): installation, troubleshooting, repairs, configuring, and upgrades. Participate in ad-hoc user training, including training related to the operation of end point devices, software, and multimedia equipment. Provide first level Help Desk support for technology issues including entering call tickets into the Problem Tracking System, documenting recommendations and actions taken, and tracking ticket through to closure. Serve as project leader for any new project or any enhancement to existing voice/data communications, intra/internet and/or classroom, business department, and academic division based networks. Serve as subject matter expert on specific projects (i.e. voice/data/video/wireless communication upgrades, desktop evaluation, peripherals, administrative/instructional software evaluation, operating systems, intra/internet, email, help desk support software, security policies, multimedia, etc.) and participate in decisions concerning hardware and software acquisitions. Conduct analysis of departments/academic requests and recommends action to be taken (e.g., new project, enhancement of voice/data network/equipment/digital content delivery, alternatives, no action, new equipment, etc.): Define department/academic requirements and prepares proposals of action, subject to review and approval of departments/academic division personnel, appropriate IT staff and other appropriate departments/divisions. Maintain inventory of parts and supplies necessary to operate and maintain systems and equipment. Interface with ITS staff and business/academic personnel to evaluate department and academic division technology and/or data/telecommunication/digital content needs, and assist in the preparation of recommendations for selection of the supplier firm; interacts also with College Deans/Departmental Directors when such evaluation impacts the educational process. Serve as liaison between client business departments, academic divisions, and vendors. Engage in continuous personal and professional development, including maintaining current knowledge of relevant technology and instructional technology industries trends and changes, and make recommendations as needed to promote the effective use of technology on campus. Assist faculty and staff in the design and production of instructional materials, including on-line instructions. Perform multimedia production tasks, including audio and video recording and video streaming. Participate in department activities (meetings, reports, etc.) and provide support, assistance and backup to other staff in ITS as needed. Perform other tasks as assigned or as needed.Minimum QualificationsAssociates Degree in Information Technology or related field. At least 2 years'' experience in full-service Information Technology Services operation. Thorough knowledge of information technology and methods, concepts and facilities such as in project management, systems development and support. Valid driver''s license, insurability and willingness to travel between various campus locations throughout Tri-State area. Willingness to work flexible hours including evenings and weekends, and maintain reliable and consistent attendance and punctuality. Diverse knowledge and experience consisting of one or more of the following: classroom or departmental-based networks, implementation and management; operating software and standards, project management, data and telecommunications, audio/video systems, wiring standards, end-point device support software and services, office applications, virus protection software, operating systems, intra and internet services and software, etc.Preferred Qualifications Bachelor''s Degree in Information Technology or related field. Knowledge/experience in installing classroom-based networks, including hardware/software requirements and how to achieve the College''s academic goals through network technology. Knowledge/experience with end-point device usage and capabilities, in Win/Apple-based development tools, and LAN-based office automation tools, and ability to resolve hardware/software problems through vendor(s).Desired CompetenciesCommitment to exemplifying, articulating, and enforcing all College policies, procedures, and guidelines including but not limited to safety, civility, information security, and non-discrimination policies and procedures. Knowledge of principles of management, and proven ability to plan, direct and oversee and/or guide the work of others. Demonstrated ability to identify, learn, increase proficiency and train others in the use of new technology and features and functions of assigned application software systems. Ability to perform as a team player, contributing to and supporting group goals and objectives; to act with the highest integrity at all times, building trust by demonstrating ethical and responsible behavior. Highly motivated, decisive, analytical, and results-oriented. Demonstrated passion for excellence and commitment to customer service and customer satisfaction. Strong communications and interpersonal skills; demonstrated ability to train, inform and educate others on effective use of complex IT systems and communicate technical information clearly and concisely to constituencies of varying familiarity with computer and IT technology. Ability to develop strong collaborative working relationships inside and outside Department to achieve common goals, break down barriers, and garner respect, trust and influence throughout organization. Understanding of, commitment and sensitivity to, and respect for diversity and inclusion, including demonstrated multi-cultural competency and ability to build effective, collaborative relationships within diverse academic, socio-economic, ethnic, religious, and cultural backgrounds, disability, and sexual orientation an ethnically and culturally diverse campus community.Details:Reports To: Immediate Supervisor and ManagerPosition Level: End User & Classroom Support SpecialistCompensation: $19.51 per hourJob Category: BargainingContractual Affiliation: SEIUExempt Classification: Non-exemptStatus: Full-timeExcellent Benefits:Candidates selected for full-time positions are eligible for our benefit package that includes excellent medical, dental, vision, life and disability insurance benefits with minimal out of pocket payments and contribution rates, tuition reimbursement, immediate accrual of vacation, sick and personal leave and much more!Equal Opportunity Employer:Committed to Creating a Diverse and Inclusive Work Environment, Cincinnati State Technical and Community College, as well as its individual academic divisions, is committed to a policy of equal opportunity in all its activities and programs, including employment and promotion. It does not discriminate on the basis of race, color, national or ethnic origin, citizenship status, religion, sex, sexual-orientation, age, physical disabilities, veteran or marital status.

Created: 2025-11-15