User Support Specialist

Job Description Job Description Job Title: User Support Specialist Division:

University Operations & Services Department: Technology Services Schedule: Regular, FT, 12m, hours may vary Supervisor:

VP of Technology Services IPEDS Classification: 15 FLSA Classification: Exempt Job Summary: Provides primary support for all user computers and peripherals on campus.

This includes but it is not limited to Windows and Apple devices. Maintains computer and software inventory. Manages computer labs.

Duties/Responsibilities: This job description is not to be construed as an exhaustive statement of duties or responsibility requirements. Employees may be required to perform other job-related instructions as requested by the supervisor, subject to reasonable accommodation.

Maintains staff computers including imaging and installing new computers and peripherals, re-allocating and re-imaging old computers, installing applications, troubleshooting hardware, operating systems, applications, and printing issues. Works efficiently to complete work orders in a timely manner. Assists faculty, staff, and students in use and setup of computers.

Uses software to automate management of computers and devices. Supervises student workers in the department by assigning jobs and reviewing completed assignments. Maintain computer labs.

Maintains competency and professional currency through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses. Contributes to the overall success of Technology Services by performing other essential duties and responsibilities as assigned by the AVP of Technology Services. Required Skills/Abilities:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. All job requirements listed indicate the minimum knowledge, skills, and/or ability deemed necessary to perform the job proficiently. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum of an associate’s degree and two years of related experience; or an equivalent combination of education and experience. Ability to viewing computer monitor for extended periods, use keyboard, telephone, and support software. Must possess extensive knowledge of Microsoft Windows operating system and PC hardware.

Must possess extensive knowledge of Apple software and hardware.

Must be possess knowledge of commonly used applications including but not limited to Microsoft Office, Microsoft Outlook, and Internet Explorer. Microsoft and/or Apple certification preferred.

Ability to communicate effectively and possession of interpersonal skills in order to effectively obtain IT information from users and to assist users in technical procedures; and the ability to establish and maintain cooperative working relationships with those contacted in the course of a work assignment. Time management skills and organizational ability for project management. Ability to work under pressure, meet inflexible deadlines, and deal with difficult individuals while maintaining composure.

Good attention to detail to configure computers correctly. Ability to memorize in order to complete software configuration procedures. Ability to comprehend large amounts of information to understand installation procedures. Ability to use problem-solving skills to accurately diagnose computer problems.