IT Support Generalist

POSITION:   IT Support Generalist
DEPARTMENT:  Information Technology
SUPERVISION RECEIVED:  Director of Information Technology
SUPERVISION EXERCISED:  Work Study Students, Student Employees

SUMMARY OF WORK:  This position works closely with the Director of Information Technology to meet day-to-day technology needs of students, faculty, and staff throughout our physical and online campus.  This position provides exceptional technology support for the entire campus. Incumbent supports computers and services delivered by the Information Technology Department in a timely and attentive manner.  Position works mostly indoors but occasional exposure to disagreeable elements is necessary.  Will perform lifting of computers and computer related hardware up to 50 lbs.  Following proper safety protocols is essential to ensuring the safety of employee and coworkers in all situations.  The successful applicant will be able to troubleshoot problems and establish good public relations with students, other employees, and the community.  All Information Technology Department members must understand the importance of and adhere to the highest standards of professionalism and confidentiality.  This position supports the students’ success and learning by ensuring technology for students, staff and faculty is streamlined and in working order.  This position in regular and direct contact with students, staff and faculty so it is vital all communications be positive and respectful.

EMPLOYMENT WITH DAWSON COMMUNITY COLLEGE:

Employees at Dawson Community College are required to demonstrate kindness, respect, integrity, professionalism, and caring regard. We adhere to the highest ethical standards in the fulfillment of our jobs, to honor the College and university policies and procedures and to promote the educational objectives of the institution. Respect creates an atmosphere conducive to learning. Respect, in this sense, is a minimum threshold for our interactions with each other. A higher threshold is a “caring regard” for the people with whom we work.

Professionalism at DCC includes being mindful of our actions when working with students, colleagues, co-workers and our community members. Respect and “caring regard” for those with whom we share the common purpose of serving students is a paramount value. Professionalism and respect for others is an expected part of DCC job performance.

Employees at Dawson Community College support and promote a positive image of Dawson Community College.

DUTIES AND RESPONSIBILITIES:

  • Maintains hardware/software for computer labs, employee offices, and commons areas.
  • Maintains and services all printers on campus.
  • Provides assistance to employees and students in the use of all hardware/software as directed.
  • Deals tactfully and courteously with coworkers, students, and the public.
  • Sets up A/V equipment including TV’s, digital video players, projectors, screens, and sound equipment.
  • Communicates orally and in writing.
  • Visually demonstrates and inspects equipment.
  • Prioritizes work.
  • Operates a computer and related equipment.
  • Troubleshoot computer and network problems.
  • Trains faculty and staff in use of technology.
  • Maintains inventory.
  • Installs and maintains technological equipment and software.
  • Maintains security of college computer systems and records.
  • Maintains highest level of professionalism and confidentiality. 
  • Assists with maintenance of technological systems for the college in a safe and efficient manner.
  • Capably oversees daily operations of the instructional computing labs.
  • Capably trains faculty and staff in the use of the computers and technology.
  • Demonstrates knowledge of networking, A/V equipment, Internet, wireless, and other related systems.
  • Maintains accurate and timely records.
  • Performs assigned duties.

 Auxiliary Duties:

  • Services user accounts for various systems as defined.
  • Maintains inventory of hardware/software and updates IT documentation as needed.
  • Runs ethernet cabling to offices and classrooms as needed.
  • Encourages campus-wide awareness of security policy for privacy protection of student records.
  • Follows all departmental/institutional policies for safety and information security on college systems.
  • Assists with system administration on various operating systems as directed.
  • Provides on-the-job and online learning for various technologies as required and directed.

Performs other related duties as required.

PERFORMANCE STANDARDS

DCC values professionalism in its employees. The following attributes and behaviors are identified as examples of what is expected of an employee:

CORE COMPETENCIES:

  • Adaptability – Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal effectively with frequent change, delays, or unexpected events.
  • Attendance – Is consistently at work and on time.
  • Business Acumen – Understands basic business practices.
  • Change Management – Communicates changes effectively.
  • Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings.
  • Written Communication – Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
  • Cost Consciousness – Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
  • Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Meets commitments.
  • Delegation – Delegates work assignments; Matches the responsibility to the person; Sets expectations and monitors delegated activities.
  • Dependability – Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.
  • Initiative – Seeks increased responsibilities; Takes independent action.
  • Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
  • Managing People – Includes staff planning, decision-making, facilitating and process improvement; Makes self-available to staff; Provides regular performance feedback; Develops subordinates’ skills and encourages growth; Improves processes, product and services.
  • Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization’s goals and values.
  • Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Organizes or schedules other people and their tasks.
  • Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions.
  • Professionalism – Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
  • Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
  • Quantity – Meets productivity Standards; Completes work in timely manner; Strives to increase productivity; Works effectively.
  • Safety and Security – Observes safety and security procedures; Uses equipment and materials properly.
  • Strategic Thinking – Develops strategies to achieve organizational goals; Adapts strategy to changing conditions.
  • Inclusion – Provides an environment that is inclusive of all students and supports underrepresented students.
  • Assessment – Assesses annual performance and works closely with the enrollment management team.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee.

Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Dawson Community College is an equal opportunity provider.

JOB REQUIREMENTS:

Knowledge:  This position requires knowledge of set-up, repair, and maintenance of computer hardware and software.  Knowledge of wired and wireless network set-up and maintenance.  Incumbent must have knowledge of the Internet connectivity, A/V equipment, and Fiber and Wireless Networks.

Skills:  This position requires a positive attitude, a willingness to help others and extensive people skills and tact in supporting clients. The qualified applicant will demonstrate skills in troubleshooting and maintenance of computers.  Incumbent possesses skills that effectuate the training of employees in the use of campus systems.  Specifically provides exemplary assistance to our students and is supports their learning environment.

Abilities:  This position requires the ability to: maintain the highest level of professionalism and confidentiality, communicate effectively orally and in writing; follow verbal and written instructions; establish effective working relationships with fellow employees, supervisors, and the public.

REQUIRED QUALIFICATIONS:           

The above knowledge, skills, and abilities are typically acquired through a combination of education and experience equivalent to:

  • A two-year degree in related computer field preferred or equivalent experience.
  • One or more years’ experience with IT generalist duties as described above preferred.
  • Must be able to be bonded and submit to a criminal background check.
  • Must possess valid MT driver’s license.

COMPLETED APPLICATION PACKET MUST INCLUDE:

  • Completed Dawson Community College application
  • Current resume
  • Cover Letter
  • Copies of college transcripts (original transcripts required, if hired)
  • Three professional references (names, addresses, and phone numbers).

INQUIRIES MAY BE DIRECTED TO:

Human Resources Department
hr@dawson.edu
406-377-9412

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