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IT Support Specialist II

The IT Support Specialist II provides a broad range of general technical support services to students, faculty, and administrative staff across the University, and also provides deep expertise in specific skills. Examples of these skills include hardware configuration and repair, network, telephony, learning management system (LMS), student information system (SIS), CRM, business intelligence, document management, etc.

The IT Support Specialist II is a Tier 3 support resource.

The IT Support Specialist II tracks changes and enhancements in technologies, hardware, software, and applications.  The IT Support Specialist II is responsible for developing plans for staying current supporting technological change.

This role reports to an IT Support Services Team Leader or an IT Support Services Manager.  The location of the role may be at a specific campus, in a centralized location, or remote.  Travel to campuses may be required.

Responsibilities

  • Monitors the ticketing system extracting tickets designated as requiring one or more technical specialties and takes appropriate action to resolve client issues.
  • Provide technical guidance, advice, and training to system users.
  • Is the internal advocate for the technologies they support.
  • Provide coaching and mentoring to other IT Service Desk Analyst Is and Specialists.
  • Build and maintain positive, constructive partnering relationships with the campus community.
  • Perform IT production support for assigned area(s) according to documented processes.
  • Interact with students, faculty, and administrative staff supporting all aspects of infrastructure and classroom/meeting room technology in their environment.
  • Design processes used to install, maintain, and upgrade workstation and peripheral hardware and software.
  • Manage and coordinate managed service and solution providers for the successful delivery of technology services in support of our operating business needs.
  • Log all customer interactions, filling out detailed information in tickets and document resolutions.
  • Responsible for the timely and thorough completion of customer help requests by taking ownership and seeing each task through to the customers satisfaction.

Qualifications

  • Bachelor’s degree in computer science, IT, or information systems, or equivalent experience.
  • At least 10 years’ experience solving problems as a member of a Help/Service Desk team, Deskside support team, or system administration team.
  • Deep understanding of Windows and/or MacOS systems.
  • [[ADD SPECIFIC QUALIFICATIONS FOR THE SPECIALTY BEING HIRED – e.g., CRM Administration]]
  • Strong computing skills.
  • Is a natural problem solver and critical thinker.
  • Fluent in a variety of software, and systems.

Comfortable collaborating with others and performing exercises such as onboarding.

 

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