Senior Centralized User Support Specialist

Description of Primary Duties

This role may work as part of the Client Services team, which provides employee deskside support, or the Help Desk team, which provides student and employee support by phone, email, chat, or in person. With either team, essential duties and responsibilities include ensuring a high-quality program of technology support services is continuously offered to university students, faculty, and staff.

Minimum Acceptable Qualifications Education : A bachelors degree or an equivalent combination of education and the specified experience as outlined in the Job Family 3 Knowledge Equivalencies Chart, is required. A bachelors degree in a computer-related field is preferred.

Experience : Three years of experience as a Centralized User Support Specialist or similar position supporting a wide range of computer hardware and software is required. Experience working in a help desk or customer service environment is required. Experience creating, delivering, and maintaining technical documentation and end-user guides is required. Experience supervising information technology staff in a team-oriented environment is required. Work experience in higher education is required.

Skills : Demonstrated project management skills are required. Excellent technical aptitude in the areas of computers and related peripherals is required. A basic understanding of network topologies, file server administration, computer-based application software, and computer-related diagnostic techniques is required. Excellent verbal and written communication and customer services skills are required. The ability to maintain confidentiality in regard to information processed, stored, or accessed by the systems is required. The ability to perform in a problem-solving capacity including the evaluation of crisis and emergency situations is required.

Effort : This position connects cables which may require climbing ladders or working under desks and loads and unloads equipment such as furniture, printers, and computers and supplies such as paper, toner, and cleaning supplies from shelves up to five feet high. This position lifts and transports multiple items weighing less than twenty-five pounds (typically weighing less than ten pounds) on a daily basis and between twenty-five and fifty pounds about three times weekly. This position installs equipment and inspects whether it is working properly and inspects facility conditions for damages, theft, safety risks, and security.

Other : The twenty-four-hour scope of University operations may result in the need to work evenings, nights, and weekends to support implementations or upgrades and to respond to major issues with IT operations. Occasional attendance and participation at evening and weekend activities and workshops is required. Occasional travel for professional development is required. Additional Qualifications Link to Job Description Open Date 12 / 12 / Close Date (If Close Date is blank then the posting is considered open until filled)