IT SUPPORT SPECIALIST

Duties: Reporting to the IT Service Desk Manager, this position will: provide premier computing support and related services to PDM clients to meet clinical, teaching, research, and operational goals with an emphasis on triage and 1st tier services - escalating issues quickly and efficiently to minimize disruption of operational and teaching services. This individual will diagnose and resolve technical problems with computing hardware, software, and network services, and assume ongoing responsibility for specific services, and complete project work as assigned. Individual will follow ITIL Best Practices in service delivery. Additionally, this position will also be on-call for escalated requests occurring during non-business hours. Excellent interpersonal skills are required. This position shall cultivate, maintain, and manage positive working relationships with internal customers as well as other technical groups within the University and outside vendors. There are opportunities for professional growth and learning through projects applying technology to PDM's ever-changing needs. Ideal candidate will have strong A/V and classroom technology support background.

Qualifications: Bachelor's degree and some related experience or an equivalent combination of education and experience, preferably in Computer Science or Management Information Systems). Demonstrates ability to identify trends, evaluate and recommend new technologies; ability to define business requirements and lead small projects; strong customer service orientation and a demonstrated ability to support a diverse clientele; ability to prioritize, focus, handle large volumes of work under pressure; ability to present technical materials clearly to both technical and non-technical audiences. Ability to work independently and as part of a team; support and scripting level experience with Windows 7 and Mac OS X; support level experience with PDM's supported productivity applications strongly preferred (e.g. Mediasite, Apple NetBoot, Fiberlink MaaS 360, IBM's Endpoint Manager, Dentrix, VM View, Kaseya, ServiceNow). Demonstrated ability to prepare written documentation suitable for University use highly desirable; creative thinker and problem solver; sound judgment, quick learner, resourceful nature, maturity & diplomacy; current industry certifications strongly preferred.

Reference Number: 51-25604

Salary Grade: A

Employment Type: Exempt

Org: SDM Computing

Special Requirements: Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

Job Family: E-Information Systems/Technology