IT User Support Specialist 2

Job Information

Job Summary:

Working under the direction of the Director of Device Support Services, the IT User Support Specialist 2 will be part of a team that supports end user computing devices for multiple departments in the Biological Sciences Division. The IT User Support Specialist 2 will be exposed to a diverse set IT problems and provide excellent customer service to many Faculty, Staff, and Students with various levels of technology experience.

Responsibilities:

Under general supervision, provides second-tier support to end users for either PC, server, or mainframe applications or hardware.
Handles problems that the first-tier of help desk support is unable to resolve.
May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
Simulates or recreates a range of straightforward user problems to resolve operating difficulties.
Performs analyses and assists in a variety of IT support activities including, but not limited to, providing support to end users in problem resolution; guiding end users through troubleshooting procedures; developing troubleshooting scripts for the help desk; and providing technical assistance in setup, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
May perform upgrades to hardware and software. Recommends systems modifications to reduce user problems.
Maintains currency and high level of technical skill in the IT support field.
Refers more complex problems to the IT Support Supervisor.
Researches and analyzes computer products and systems available in the marketplace and makes recommendations to management.

Competencies:

Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment required.
Familiarity with network connectivity and ability to troubleshoot connectivity problems required.
Understanding of PC/Mac software, operating systems and applications, networks, and hardware required.
Understanding of Microsoft Office Suite, email clients, and browsers required.
Excellent decision making and problem solving skills required.
Effective time management skills required.
Excellent organizational skills with emphasis on detail and follow-through required.
Excellent listening skills with the ability to empathize and focus on client service required.
Ability to communicate technical information to a non-technical audience in a clear and coherent manner required.
Ability to maintain strictest confidentiality when working with sensitive information required.
Ability to demonstrate initiative in the resolution of problems required.

Additional Requirements

Education, Experience, and Certifications:

Bachelor’s degree or higher in a related technical area or equivalent technical training/experience required.
Bachelor’s degree in Computer Science preferred.
Technical certification in hardware or Windows Operating systems or networking such as N+, MCP (2K, XP, Server) preferred.
A minimum of two years of user support experience, troubleshooting hardware and software problems required.
Experience with various computer related technologies required.

Required Documents: