IT SUPPORT SPECIALIST SR
Duties: Under limited supervision, provide primary desktop support for a 200+ system client site in a Windows environment ensuring expert problem resolution and excellent customer service to all users. Responsible for the deployment of new systems, hardware and software, upgrades and maintenance for PCs, laptops, printers, smartphones and mobile devices running a variety of Operating Systems including Windows, iOS and Android. Support the printing infrastructure which encompasses Managed Print services, user authentication, mobile printing, a combination of 28 printers and MFPs in a distributed environment. Provide first and second level technical Help Desk support and assist Network Administrator in coordinating support when external vendor support is required. Assume primary responsibility for training new users in office automation software. Advise and assist in the selection and use of computing hardware and software. Execute cyclic replacement programs for computers and smartphones according to divisional standards. Maintain accurate and timely inventory of hardware, software and licenses. Purchase software and hardware. Work with staff to test software releases and provide assistance with the daily operation of departmental database, application, file/print, and web servers. Participate in internal and interdepartmental teams and initiatives as required.
Cell phone use required. Non-traditional hours sometimes required.
Qualifications: Bachelor's Degree and at least 2 years of end-user support experience, or equivalent combination of education and experience are required.
Experience in supporting a variety of computing systems and software, preferably within an academic computing environment. At least 5 years of end-user support experience preferred.
Strong customer service skills. Ability to provide advice, assistance and training to staff in the use of computing hardware and software, including PCS, laptops, Macs, Blackberries. Demonstrated support level skills with Windows based networking and application software including MS Office suite, Netscape, IE, Access, Outlook, Eudora. Knowledge and experience with Macintosh systems strongly preferred. Familiarity with database management reporting tools and experience in database management and report development or strong interest in developing these skills desirable.
Demonstrated planning and organizational skills and excellent verbal, written and communication skills a must. Ability to maintain confidentiality of sensitive materials. Ability to present technical materials clearly. Ability to work independently and as part of a team. Experience in information security a plus.
Reference Number: 96-26647
Salary Grade: C
Employment Type: Exempt
Org: FRES Information Technology Services
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