Information Technology Support Specialist II (IT Consultant)

 

General Description of Position:

This position works as a part of a team that provides support for more than 1900 workstations and a variety of mobile devices (iOS, Android devices, Windows Mobile, etc.) in administrative department and academic departments across two of the university’s campuses as well as the Kansas Department of Agriculture and Kansas State Research and Extension which include county offices across the state of Kansas. This position will serve as the primary contact for the Northeast K-State Research and Extension area, as well as second and third tier support for IT issues. The network environment includes the following platform components: Windows 7/Windows 8/Windows 10, Windows Active Directory and Apple Mac OS X.

Information about the Department:

The Information Technology Assistance Center (iTAC) is the first point of contact for information technology needs on campus. Included in the unit is the IT Help Desk, ITS Operations Center, university telephone operators, design and build of multi-mediated environments, desktop support, departmental computer repair, technical training and consultation, instructional design, equipment checkout, university computing lab and the Media Development Center and IT Communications. The unit provides consulting services for the submission of electronic theses, dissertations and reports.

Diversity and Inclusion: Kansas State University embraces diversity, and promotes inclusion in every sector of the institution. The university actively seeks candidates whose commitments and contributions will advance the University's commitment to the Principles of Community.  Job Description:  

Technical - Software & Operating Systems:

  • Install, configure, and maintain software applications and operating systems
  • Troubleshoot software configuration and usage problems
  • Manage desktop support and assist end users with questions and problems
  • Develop and deliver training for end users on proper use of software
  • Make recommendations to customer departments and users for applications to fulfill business functional requirements. (Due to the diverse functional requirements of the customer departments and end users, a highly complex group of software applications must be supported.)
  • Design installation procedures for the deployment of software applications for end users
  • Install server-based applications to be used in a typical client/server relationship.
  • Comply with state, university, and departmental policies regarding installation and use of software applications
  • Comply with vendor license requirements for software applications and operating systems
  • Provide support for mobile devices (iOS, Android devices, Windows Mobile, etc.) and their integration with university systems such as email, calendaring and contact sync

Technical - Hardware:

  • Ensure the proper configuration and functioning of workstations, computer labs, and technology enhanced spaces
  • Install, configure, and maintain computer and peripheral hardware to include hardware repairs, upgrades and printer repairs
  • Adhere to state, university, and departmental policies regarding hardware maintenance and use
  • Make recommendations to customer departments and users for hardware based on analysis of functional requirements and compatibility with existing hardware and software
  • Provide hardware repair for printers across campus

Work Request Coordination:

  • Coordinate and assign work requests to the student technicians
  • Determine priority for work requests and schedule appropriately within existing work conditions and quality of service parameters
  • Document solutions to reported problems for future reference by the PC/Network Technicians
  • Develop and deliver training for PC technicians on current hardware/operating systems/software applications for installation, configuration, and troubleshooting procedures
  • Devise improvements in the PC support operation, including improvements in technical procedures, technical training, collecting and organizing technical information, improvements in the use of incident management technology, etc.
  • Work directly with customers to maintain a high level of service and address their needs, as well as keep customers informed of developments and issues pertaining to their incident or request

Distributed Application Deployment:

  • Deploy distributed applications to the university staff
  • Provide technical support for the client workstations by either collaborating with local technical support or by providing necessary support to complete the delivery and operation of the distributed applications

Research and Development:

  • Research new technologies
  • Produce reports for management analyzing the feasibility of new products
  • Make recommendations for future hardware, software applications, and operating systems by analyzing the functional requirements of the customer departments and end users, while considering compatibility with existing hardware and software configurations
Required Minimum Qualifications:
  • High School Diploma (or work equivalent)
  • Two years of relevant experience
Preferred Qualifications:
  • Bachelor's Degree, or three years of related coursework or employment experience in information technology
  • Three years’ experience in a desktop support, help desk, and/or technical support environment
  • Extensive knowledge and hands-on experience in the configuration and administration of desktop operating systems (including Windows 7, Windows 8, Window 10 and Mac OSX workstations) for users in a multi-user LAN environment
  • Extensive knowledge and experience in the use of Windows applications such as word processing, spreadsheets and file manager software on Intel-based desktop computers in a multi-user distributed network-computing environment involving one or more LAN servers
  • Extensive knowledge and experience with workstation hardware (installation, configuration, troubleshooting, repair and understand the relationship between the hardware and the operating system)
  • Experience working in a fast-paced work environment, assisting staff with varied technical and business systems needs
  • Hands-on training and/or experience in supporting user access to Windows Active Directory environment
  • Analytical and problem solving skills to troubleshoot system problems
  • Ability to manage multiple high priority initiatives in a fast-paced, highly technical environment
  • Effective written and verbal communication skills; effective interpersonal skills in communicating technical IT issues to a non-technical public
  • Demonstrated strong customer service skills
  • Ability to work independently and as part of a team
  • Ability to exercise individual judgment on solutions to problems, technology recommendations and service assistance
  • Extensive knowledge and use of more complex Window-based applications, such as databases in a multi-user environment
  • Experience with desktop management, such as Microsoft System Center Configuration Manager
  • Experience working in a higher education environment
  • MCSE certification
  • Broad experience with mobile devices and the support of mobile devices (iOS, Android devices, Windows Mobile, etc.)
Special Instructions to Applicants:

Applicants must submit:

  • A cover letter reflecting how skills meet the requirements of the position
  • Resume
  • The names, phone numbers, and email addresses of at least three professional references
  • Applicants must be currently authorized to work in the     United States at the time of employment.

    Screening of Applications Begins: Screening of applicants will begin immediately. Salary Range / Pay Rate: $36,674 - $56,845 Equal Employment Opportunity: Kansas State University is an Equal Opportunity Employer of individuals with disabilities and protected veterans and actively seeks diversity among its employees. Background Screening Statement: In connection with your application for employment, Kansas State University will procure a Background Screen on you as part of the process of considering your candidacy as an employee. 

     

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