West Virginia University HSC Information Technology Services is seeking applications for a Senior IT Support Specialist (Professional Technologist 3).
About the Opportunity
As a Senior IT Support Specialist, you will function as a Lead Professional Technologist/Project Manager for the WVU HSC ITS Help Desk and will be the first line of support for the School of Pharmacy (SoP) and the Center for Excellence and Disabilities (CED).
You will be responsible for providing network account related support and roles, editing webpages using a content management system, training faculty, staff and students and researching new technologies that will include testing and deployment.
At WVU, we strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:
3 paid holidays (staff holiday calendar)
24 annual leave (vacation) days per year
18 sick days per year
(for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
WVU offers a range of health insurance and other benefits (this position is a benefits-eligible non-classified staff position)
401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.
(please note: Work Hours for this role are: Must be on call to respond to network emergencies/support 24 hours a day, seven days a week. Must maintain flexible work schedule as some evening and weekend work may be required.)
What you'll do
Provide both inbound and outbound (Tier 1 & Tier 2) in support of the technological needs of the WVU Health Sciences Center Faculty, Staff and Students.
Function as a Lead Professional Technologist for the HSC ITS Help Desk. Assist and may supervise lower-level technicians in resolving in depth/complicated computer problems. May supervise staff and/or student employees depending on the assignment.
Troubleshoot both hardware and software problems that may arise on Health Sciences Center computers, LANs and VoIP phones, following policies, processes, procedures and associated documentation in compliance with the WVU Office of Information Technology and HSC Information Technology Services development and security standards, federal and university privacy, confidentiality, and security guidelines relative to securing personal information (generated, stored and/or transmitted electronically) maintained in supported systems. This may involve diagnosing and replacing computer hardware, re-installing application software, working with Vendors, Facilities staff and/or Networking staff, etc. to resolve problems.
Provide networking support to Health Sciences faculty, staff, and students on computer hardware and software that is supported in departments and on computer networks in the Health Sciences Center and its satellite facilities.
Has primary support responsibility for the client side of the client/server networks in the Health Sciences Center including new network client installations, client workstation testing and maintenance.
Exercise judgment in the interpretation and application of established policies and procedures and recommends appropriate changes as a result of the completion of an assignment or project.
Provide support and assistance to HSC students, faculty, and staff in the use of laptop computers. Support includes troubleshooting hardware, software, network connectivity issues (both internal and external to HSC), and providing software consulting to students and faculty in support of the HSC curriculum.
Assist users in logging onto Local Area Networks (LANs), using applications software (including WVU/WVUH applications), and accessing information services. Includes management of user accounts and security. Install, maintain, and upgrade software and hardware on HSC LANs and computers; also assist in resolving LAN connectivity issues.
Coordinate problem resolution with other staff in the Information Technology Services Group. Implement and support University and/or HSC infrastructure systems and equipment.
Function as first point of contact on all computer/software issues and act as liaison between HSC Information Technology Services Help desk, WVUH Help Desk, and all other communication areas of the enterprise.
Responsible for supporting all technical support needs for the SoP and CED, including but not limited to: PC & Mac Desktop computer and application support, Audio Visual Support, SharePoint, Web Support, and support of remote users.
Work with the IT Security Director and the Director of Support Services to ensure computers are updated, protected with the universities Anti-Virus solution, data loss prevention software, ensure data is protected, devices are onboarded/offboarded, and inventory documented.
Maintain access by providing information, resources, and technical support documentation for networked access devices.
Safeguard computer files by providing remediation of sensitive data, such as PHI, SSN and Credit Card information.
Provide support and resolution for security related issues and questions.
Coordinate with WVU Information Security Services teams to conduct information security assessments of vendor-hosted and on-premise applications and information systems.
Maintain current knowledge of applicable federal and state privacy laws and industry best practices pertaining to information security and compliance.
Work with and assist departmental end users to ensure sensitive information is remediated and antivirus clients are updated.
Meet with department end users to ensure security and compliance standards are being met.
Follow policies, processes, procedures and associate documentation in compliance with WVU and HSC security standards, federal and university privacy, confidentiality, and security guidelines relative to securing Protected Health information (PHI) and personal information (generated, stored and/or transmitted electronically) maintained in supported systems.
Provide expert support and advice to highly complex information technology projects, systems, etc. to insure efficient and effective performance and accessibility.
Act as department/institute data steward.
Maintain inventory of all hardware, applications and associated required data control requirements for the SoP and CED.
Develop and maintain a computer hardware replacement plan for the SoP and CED
Classify all data maintained within the SoP and CED systems and applications and ensure required data controls are always implemented.
Function as a data system auditor and review access logs, failed logins, authorized users, user rights within the application for all SoP and CED systems and applications.
Responsible for working with Information Security in conducting annual risk assessments and remediation efforts.
Bachelor's degree in Computer Science, Computer Engineering, Information systems, Electronics, Engineering, Telecommunications or related field OR an equivalent combination of education, certifications and work experience
A minimum of four (4) years of experience in the following areas:
Providing support for computers in a network environment.
Proven hands-on experience and knowledge of installing and maintaining software and hardware.
In depth knowledge of and support of productivity software such as word processing, spreadsheets, and database.
Experience and ability to interoperate multiplatform systems and environments over Local Area Networks.
Demonstrated experience in web design.
Experience in supporting applications with stringent security requirements.
Experience providing customer service via telephone.
Experience providing customer service in person.
Experience repairing both laptop and desktop computer hardware.
Experience supporting computer-based testing.
Experience documenting procedures, instructions, or policies.
Training or equivalent experience in using Windows 10, Windows 8, Windows 7, Windows Vista, Mac OSX and various other operating systems on Microsoft Local Area Networks, and in standalone configurations.
Training or equivalent experience in using communications software to connect to and use resources on external networks.
Environment experience including UNIX, Cisco, Novell and Windows Server.
Using Oracle applications including support of printing needs.
The following certifications are preferred:
Network , and HDA Certifications
Cisco, and/or UNIX Certifications
West Virginia University