The Information Technology Services department is seeking applications for a Deskside Support Specialist. This position provides computer and network support to Information Technology Services (ITS) customers, computers, labs, classrooms, and ResNet. The position is responsible for maintaining up-to-date knowledge on a wide variety of computer systems and applications used at WVU and needs to have the ability to quickly and accurately research solutions to resolve any IT issues dealing with endpoint devices. A high level of customer support is expected, as this position deals directly with ITS customers. A professional demeanor, excellent verbal and written communication skills, and the ability to work independently and as part of a team are required.
In order to be successful in this position, the ideal candidate will:
Provide direct desktop support including computer maintenance, printer maintenance, troubleshooting, system set-up software installation and system updates.
Provides network and telecommunication support to include configuring network switch interfaces for data and voice networks, toning and testing network jacks, tracing connections through patch panels to switch stacks, resolving issues with network interface cards associated with endpoint devices.
Operating system deployment. Using ITS systems including SCCM and Casper to deploy operating system images to Windows and Mac computers. Deployment of operating systems for new computers and for remediation of problems with existing computers.
Network security responsibilities including installing, configuring, and troubleshooting anti-virus clients, malware prevention tools and scans, remediating malware and virus infections, and proactively working with end users to promote safe online practices. W arks with Information Security and customers to remediate vulnerabilities found by network scans. Data stewards for endpoint devices, including prevention and remediation tasks involving confidential information found on client computers.
Provides support for ResNet wireless networks in all WVU dorms and for ResNet includes connecting computers, laptops, tablets, phones, game consoles, smart TVs, and other systems to WVU's various secure wireless networks. This support also includes use of Cisco's Identity Services Engine to optimize specific devices on the wireless network
Provide computer and laptop support for various Student Life events throughout the year including New Student Orientation, Discover WVU Days, and Celebrate. Coordination and planning of computer setup and tear down for these events. Maintaining a detailed inventory and lending system for laptops and technology hardware that are lent out to customers for short-term needs.
Provide Printer and IT peripheral support, including setup and configuration of many models of printers and scanners connected to the WVU network. Responsible for resolving client device printing issues. Responsible for maintaining multiple kiosk stations throughout the University. Responsible for troubleshooting issues with NV equipment in conference rooms and classrooms supported by ITS. Provides mobile device support including connecting a variety of smartphones, tablets, and devices to the wireless network, configuring devices for email connectivity, and general troubleshooting support of these devices.
Responsible for creating and maintaining technical documentation of [TS Outbound Support procedures, processes, and technical solutions.
Coordinate and/or conduct training sessions for customers regarding computer systems, networks and software and hardware as needed.
Evaluate, research and develop new methodologies to complete processes, as needed, and recommend solutions to problems and errors which may be discovered.
Keep up-to-date with new and evolving technology by utilizing internet sources, manuals, training, networking with peers and any other means available.
Bachelor's degree in engineering, computer science or a related field;
Or an equivalent combination of education and/or experience.
One (1) year of IT support experience in a complex enterprise environment.
Technical experience in an IT related field.
Expertise managing, troubleshooting and supporting multiple technological equipment.
Experience operating systems deployment.
Customer support experience.
Must be able to provide advanced technical support for various hardware platforms, operating systems, and software packages (including Microsoft Office and Office 365). Complex problem-solving skills and excellent research skills are required. Must be able to partner/communicate with other ITS support groups on a knowledgeable level.
Must have ability to prioritize multiple projects simultaneously and be able to make decisions independently. Must be able to articulate clearly and concisely to a wide variety of multicultural users. Strong communication skills in English, both written and oral are required.
Excellent customer service is essential. The incumbent must show strong interpersonal skills, with the ability to interact professionally with all levels of the WVU organization, including management positions at all levels, technical staff, managers, and end users. The ability to work effectively under pressure is required.
Must have the ability to work both independently and as part of a team. Must demonstrate the ability to reason logically, analyze and resolve IT problems in complex situations and environments. Must demonstrate the ability to manage, coordinate, and prioritize multiple tasks and workloads at the same time. Ability to research and follow instructions on a wide array of technologies, both from internal and external resources.
Must have the ability to analyze complex IT situations, clearly define and document relevant data and processes, and logically test and work through solutions. Ability to document solutions, processes, and procedures in a clear logical manner is required.
Technical expertise in Windows and Mac operating systems, productivity suites, word processing and spreadsheet applications. Experience supporting computers and networks in a large complex environment is preferred. Ability to automate processes and solutions using programmatic scripting languages including batch files and PowerShell.
West Virginia University