End User Computing Support Specialist - IT Solutions

TITLE

End User Computing Support Specialist

JOB SUMMARY

The End User Computing Support Specialist is responsible for providing faculty, staff, and students with timely and professional support for computer hardware and software, mobile devices, and other digital workplace technology solutions. The position will provide high-quality technical support for technology systems and services via phone, remote computer access, and in person. Works actively to analyze problems related to hardware and software, recommend hardware and software solutions based on analysis of needs, and direct users to appropriate IT Solutions teams for support and training. The Support Specialist must demonstrate a strong commitment to user success, provide exceptional customer service, and possess outstanding prioritization, analytical, and problem-solving skills in order to deliver mobile-friendly, user- centered solutions to technology challenges.

As a member of the IT Solutions (ITS) team, the Support Specialist is expected to uphold the division's mission to "empower an agile, digital university and elevate technology as a strategic institutional asset" and contribute positively to a collaborative, human-centered, innovative, accountable, transparent, and inclusive culture within ITS.

ORGANIZATIONAL RELATIONSHIPS

Reports to: Manager, End User Computing

Supervises: No supervisory responsibilities

ESSENTIAL DUTIES - May include, but not limited to the following:

End User Computing Support (90%)

• Responds promptly to all requests for assistance and prioritizes and completes requests with a high level of customer service and within expected timeframes and/or service level agreements (SLAs).

• Performs analysis, diagnosis, and resolution of complex end user computing problems, and recommends and implements corrective solutions.

• Installs, configures, tests, maintains, monitors, and troubleshoots end-user computing hardware (including desktops, laptops, printers, mobile devices, telephones, etc.) and related software.

• Updates and maintains information in the ticketing system, and prepares status, activity, and project updates and reports, as requested.

• Acts as an escalation point for end user computing incidents and problems identified elsewhere within ITS.

• Provides informal hands-on training to users on end user computing devices, software, and/or related technology solutions.

• Develops and maintains current technical documentation and knowledge base articles.

• Participates in managing inventory of new and used computers, printers, and copiers; software assets and licenses; and other technical equipment or supplies.

• Participates in new hardware and software initiatives, including assisting with research, planning, testing, and implementation.

• Participates in the ongoing evaluation and improvement of End User Computing policies, procedures, processes, and services.

ADDITIONAL DUTIES

Participation & Support (10%)

• Maintains awareness of current practices and future trends in user support services and PC, Mac and mobile computing technologies and best practices.

• Represents IT Solutions and participates in the campus community by serving on working groups, project teams, and university committees.

• Performs other duties as requested.

EDUCATION

Associate degree required. Additional job-related experience may substitute for the required education on a year-for-year basis.

EXPERIENCE

Three years of relevant experience desktop computer and/or end user computing support. Additional job-related education may substitute for the required experience on a year-for-year basis.

REQUIREMENT

Regular and reliable attendance at the University during regular scheduled days and work hours is an essential function of this position.

Work is performed under general supervision and performance is based on the effective completion of assignments and results obtained. The performance evaluation is conducted through the performance evaluation system and in accordance with the University Policies & Procedures.

KNOWLEDGE, SKILLS, AND ABILITIES - The following are essential:

• Familiarity with at least one major desktop operating system (Windows10 or Mac OS).

• Exposure to managing desktop and mobile computing devices, including remote management and deployment solutions.

• Exceptional customer service orientation and a commitment to delivering high-quality, timely, and user-centered service and support.

• Strong written and oral communication skills (including ability to present ideas in user- friendly, business-friendly and technical language) and interpersonal skills with a focus on rapport-building, listening and questioning skills.

• Proven analytical and problem-solving abilities, including ability to anticipate, identify, and solve critical problems.

• Ability to build effective relationships and strong commitment to working collegially and collaboratively with constituents at all levels.

• Ability to use a personal computer and other office equipment, including related university software and email.

Additional/Desirable Skills& Abilities

• Microsoft Certified IT Professional (MCITP),Apple Certified Macintosh Technician (ACMT), and/or CompTIA A+ certification.

• Understanding of Microsoft Active Directory.

• Familiarity with networking concepts and server management.

• Familiarity with Microsoft SCCM and/or JAMF, computer imaging and encryption software, and mobile device management (MDM) systems.

• Experience in a higher education setting.

PHYSICAL DEMANDS

The physical demands described in the Essential Duties and below are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

The employee may be required to travel.

WORK ENVIRONMENT

All employees are responsible for maintaining an environment that is free from discrimination, intimidation, harassment, including sexual harassment. Work is normally performed in a typical interior work environment.

SAFETY

TWU promotes a safe working environment. Employees are responsible for completing assigned tasks safely and efficiently, and supervisors are responsible for creating and maintaining a safe work environment. Employees must report any unsafe work conditions or practices, as well as any near-miss incidents, to their supervisor and Risk Management. Supervisors and employees should ensure that injury/accident reports are submitted to the Office of Human Resources and Risk Management within 24 hours of the incident.