Information Technology Support Specialist

NorthWest Arkansas Community College (NWACC) provides quality and affordable higher education to empower lives and strengthen communities within Northwest Arkansas and surrounding areas.

As the largest community college in Arkansas, NWACC is recognized as a leader in education. NWACC offers a full range of associate degrees, certificates and workforce training programs that prepare students for rewarding futures and careers.

NWACC employees are dedicated to fostering a diverse educational community and cultural learning environment that supports student success.

The IT Support Specialist is responsible for a wide range of activities related to computer and systems software and hardware support. This position is governed by state and federal laws and agency / institution policy. The IT Support Specialist will support the implementation, maintenance and use of institutional technology as well as responds to Level 2 complex and specialized technology requests from users. This position analyzes needs, evaluates alternatives and recommends / implements a course of action to solve complex issues. This individual must have good technical and analytical skills. The position requires someone with collaboration and open communication skills along with a positive outlook and excellent project management skills. This is a 100% in person position.

Essential Duties:

• Troubleshoot computer and systems hardware, software and printer issues

• Deploys new computers, systems and laptops which includes re-imaging and re-deploying used computers for student, faculty, staff and classroom use

• Installs software programs and updates in computers and laptops

• Create images for new computers and laptops as needed

• Analyzes computer and system logs to identify source of errors and collaborates with engineers and / or third-party vendors to resolve both hardware and software problems as needed

• Evaluate compatibility of new software and hardware with NWACC’s systems

• Assists with obtaining technology quotes, ensuring that items ordered will work with installed computer and instructional systems

• Researches and evaluates current and future computer related technologies

• Maintains an expert level of training in a variety of specialized application software packages

• Evaluates and implements necessary adjustments to applications / processes to accommodate user requirements

• Recommends changes or updates in programming (workflow, process, etc.), documentation and training to address system deficiencies and user needs

• Works with vendors to support warranty part replacement of technology equipment

• Process work orders promptly and document issue / resolution in knowledge base and / or ticketing system

• Travel to offsite locations to troubleshoot and repair issues as needed

• Answer phones, troubleshoot users’ issue, create and assign work orders during busy times and or when the helpdesk staff is unavailable

• Additional duties may be assigned as necessary to support the goals and objectives of the department and college

Rate of Pay: $18.55 hourly *Higher compensation may be considered based on qualifications directly related to position

This is a 100% in person position

Minimum Qualifications:

• The formal education equivalent of an associate degree in computer science, information technology, information systems, networking, or a related field (or equivalent experience)

• Two (2) years of experience supporting computer hardware, software, operating systems, printers, and enterprise technology environments, including the deployment, maintenance, and troubleshooting of end-user devices

• Demonstrated ability to analyze and resolve complex technical issues, evaluate technology solutions, collaborate with vendors and technical teams, and implement effective solutions that support organizational needs

• Strong customer service, communication, project coordination, and organizational skills, with the ability to manage multiple priorities, document work accurately, and provide technical support to diverse users in a collaborative environment

Knowledge, Skills, and Abilities:

• Knowledge of computer system hardware and software

• Knowledge of computer user requirements

• Knowledge of the application of computer or systems software in automation of information systems

• Ability to review results, determine the source of problems / errors and devise corrective actions

• Ability to analyze and modify existing computer systems

• Ability to discern necessary support actions/input and to write detailed actions and procedures for non-technical personnel

• Ability to understand relevant detail from oral information and explain technical terms and information

• Ability to determine costs and resource requirements of projects

Physical Demands/Work Environment:

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.
While performing the functions of this job, the employee is:
Frequently:
• Manipulate items with fingers, including keyboarding
• Sitting
• Standing
• Walking
Constantly:
• Hearing
• Repetitive motion
• Talking

The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; and/or visual inspection at distances close to the eyes.

Environmental Conditions:

The following work environment characteristics are representative of those encountered by employees while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

The work environment typically consists of a professional office setting with a moderate noise level, including sounds from conversations, office equipment, and occasional movement of staff. Lighting is standard for office spaces, and the temperature is controlled to remain within a comfortable range. Employees may occasionally need to visit other areas, such as storage rooms, conference spaces, or outdoor locations, where environmental conditions may vary. Infrequently, exposure to louder noise levels or physical activities, such as moving lightweight materials, might be required.

NWACC is an Equal Opportunity Employer, please see our EEO policy.