Title: IT Support Specialist

Employee Classification: PT

Pay Grade: PT 07

Division: Chief Information Officer

Subdivision: User Support Services

Department: Office of CIO

Campus Location: Main Campus

General Summary

The IT Support Specialist provides support to in-person and remote end users across a variety of technology issues. In response to requests for service through phone calls, voicemails, emails and online submissions, the IT Support Specialist will utilize the Information Technology Service Management (ITSM) system to create, categorize and manage incidents to ensure a timely resolution.

Principal Duties and Responsibilities

• Provide in-person and remote technical assistance to the entire University community including students, faculty, and staff.
• Maintain up-to-date knowledge of modern operating systems, browsers, and desktop and web-based applications in general use across the University.
• Troubleshoot and resolve or escalate wired and wireless networking issues.
• Maintain up-to-date knowledge on the use of the implemented ITSM to effectively triage and manage incidents.
• Maintain up-to-date knowledge of departmental, divisional, and University policies and procedures.
• Assist in training student team members as directed.
• Perform other duties as required.

Minimum Qualifications:

An Associate’s degree in Computer Science or related field and six months of customer service or information technology experience. Consideration given to an equivalent combination of education and experience.

Technical knowledge including the techniques and procedures required to provide software, hardware and network support for multiple users is required.

Good customer service and interpersonal skills demonstrated both over the phone and face-to-face is required. Ability to work effectively in a dynamic team environment where assignments and priorities can change at a moment's notice is required.

Requires ordinary ambulatory skills sufficient to visit other locations such as the ability to stand, walk, bend, and manipulate (lift, carry, move) light to medium weights of 10-50 pounds. Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, network cabling, operate equipment and read technical information.