Provides support to end users on a variety of issues. Identifies, researches, and resolves system problems. Ensures that the service level of the agreement is up to standard and performs a variety of complicated tasks, end-user technologies, and commercial and custom applications such as email and collaboration tools, administrative applications, learning systems, identity systems, web platforms, etc. Test, install, configure, and troubleshoot audiovisual equipment, computer-based hardware, printers, and software. Help ensure that IT and business processes are properly executed. Analyze metrics for continuous improvement and assess how key performance indicator (KPI) goals are being met. Identify, recommend, implement, and support audiovisual equipment, coordinate with vendors, business users, Solutions Managers, Endpoint, Service Desk, and other stakeholders. Will provide technical guidance and support for campus events between TJC employees and 3rd party technical support vendors. Create proper knowledge base documentation, diagrams, and other detailed instructions to help employees and staff make the best use of the technologies. Function as a subject matter expert on multiple end-user technologies and applications. Coordinate troubleshooting and support efforts. Keep up to date with each area’s technical processes by attending user meetings and spending time with different faculty and staff. Keep up to date with multiple technologies utilized on campus by attending meetings and specialized training. Keep abreast of the latest technological advancements by (a) studying technical journals, (b) attending seminars on and off campus, (c) learning and sharing knowledge with peers, and (d) using all other resources of learning possible. COMPETENCIES - Knowledge, Skills, and Abilities. Collaboration/ Teamwork, Communication (Oral and Written), Interpersonal Skills, Leadership, Multi-tasking, Organizational Skills, Problem-solving, Time Management, Adaptability, Confidentiality and Discretion in Handling Sensitive Departmental Information, and Professionalism in an Education Setting. SUPERVISORY RESPONSIBILITIES - Individual Contributor.