Posting Details

Position Information

Job Title Support Specialist II Department Campus Services Full Time/Part Time Full-Time Requisition Number S19678 Open Date 06/14/2019 Close Date 07/09/2019 Salary Information

Salary Commensurate with Experience and Qualifications

Work Schedule

Monday through Friday, 8 a.m. to 5 p.m.
On call, evenings and weekends as required.

Benefits Eligible Yes Eligible for Overtime No Position Summary

The Support Specialist II provides first line technical support, instruction and advice regarding all aspects of desktop client/server computing resources. Typical duties for this position include: resolving user reported issues and using remote assistance as needed to solve issues, developing long and short term plans for the acquisition, maintenance and operation of hardware, software, and network components within the Help Desk area, coordinating communication of outages, alerts, problem identification and management, and supervising the function of the walk-in help desk area and its repair shop.

Education Required Bachelor's Degree Major/Discipline Substitution for Education Requirement

May substitute additional related experience, above and beyond what is required, on an equivalent year for year basis in lieu of the education requirement.

Education Preferred

Bachelor’s or master’s degree in IT, engineering, science or related field.

Experience Required 2 years Type of Experience

Related experience, to include two years in desktop support roles.

Substitution for Experience Requirement

May substitute additional related education, above and beyond what is required, on an equivalent year for year basis in lieu of the experience requirement.

Experience Preferred

Experience in an academic or research environment.

License/Certification Required License/Certification Preferred

Windows certification (any level), Apple OS certifications (any level), Linux certification (any level).

Skills Required

- Demonstrated intermediate knowledge of the concepts, practices and procedures of desktop support
- Proficient knowledge of various software and hardware and how they are configured and interface with each other
- Good analytical, collaborative, creative, problem solving, research, and verbal and written communication skills
- Proven ability to train end users

Skills Preferred

- Familiarity with smart phone support and a desire to self-teach and keep up with new smart phone technology
- Familiarity with consumer type Linux OS at any level
- Excellent communication, interpersonal and customer service skills
- Ability to supervise student employees, motivate, train them and communicate with them effectively
- Ability to learn new operating systems versions and new application packages to a level of being able to train others
- Ability to communicate with IT network specialists and system administrators at a functional level and the ability to interpret infrastructure changes and their effects on IT customers
- Good command of the English language and ability to communicate in clear speech over the phone

Internal / External Contacts

- Daily contact with students, faculty and administrative staff, greeting, answering questions, troubleshooting computer issues for them
- Frequent contact by telephone and in person with vendors to facilitate installation of new products and maintenance of existing systems
- Frequent contact via electronic mail with persons not employed by Rice University
- Occasional contact with persons not employed by Rice University at off-site conferences

Physical Demands

- Must be able to communicate well over the phone and be able to use headsets and work in a noisy environment – Must be able to enunciate well and clearly over the phone
- Ability to perform the physical requirements of the walk-in Help Desk area for a whole week, every other week; these physical requirements are the ability to stand up for the greatest part of the day and to move within the walk-in area and the back of the Help Desk area many times during the day

Working Conditions

Non-smoking environment.

Security Sensitive Yes Special Instructions to Applicants Quick Link for Posting http://jobs.rice.edu/postings/20083 Job Duties

Job Duty Name Essential Functions Description of Job Duty

- Designs, develops, documents, tests or modifies computer systems or programs based on user or system design specifications
- Applies systems analysis techniques and procedures to determine hardware, software, or system functional specifications
- Performs routine server administration
- Diagnoses and resolves end-user problems; responds to escalated issues from clients and other support teams; performs triage, provides remote problem resolution when possible, refers problems to associated groups
- Researches, recommends and implements hardware and software purchases and configurations to meet client needs and ensures compatibility with university systems and architecture
- Researches, recommends and implements approved standards used throughout the unit and contributes to the development of the client support strategy
- Investigates and tests new tools, systems, techniques, and software products
- Works on projects requiring expertise and creativity in analysis and deployment of technology
- Provides first line technical support on Desktop Computing software, hardware, peripheral and networking systems for faculty and staff of assigned divisions
- Acts as a team or project leader for small to medium scope projects, provides direction to team activities and facilitating information validation
- Promotes computer literacy among departmental clients and team members
- Performs all other duties as assigned

Job Duties

Job Duty Name Additional Functions Description of Job Duty

- Provides first line technical support on Desktop Computing software, hardware, peripheral and networking systems for students, faculty, staff, emeriti and retirees from the Call center of the Help Desk
- Resolves user reported issues expeditiously and with efficiency and using remote assistance if needed
- Works with team members to develop long and short-term plans for the acquisition, maintenance, and operation of hardware, software, and network components within the Help Desk area
- Provides second tier support via re-routing phone calls, resolving Help Desk queue incident tickets and calling back customers, attending change control meetings and other IT meetings as assigned by manager
- Coordinates communication of outages, alerts, problem identification & problem management with other IT group
- Participates in projects as assigned by manager
- Offers consultation and training over the phone to customers using the remote assistance tools
- Supervises the function of the Walk-in help Desk area and its Repair Shop, by
assigning duties to student workers and exercising quality control on the work of the student workers
- Provides second tier support to the student workers and troubleshoot difficult issues
- Troubleshoots computers that are brought into the Help Desk walk-in area
- Handles the relationships and ensure customer satisfaction for the customers visiting the walk-in area
- Evaluates student work and recommend, training or disciplinary actions for them as needed
- Assists with the recruitment and retaining of student workers

Applicant Documents Required Documents

1. Resume

Optional Documents

1. Cover Letter
2. Other Document

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * Do you have a bachelor's degree or additional related experience, above and beyond what is required, on an equivalent year for year basis in lieu of the education requirement?
   • Yes
   • No
2. * Do you have two or more years of related experience, to include two years in desktop support roles, or additional related education, above and beyond what is required, on an equivalent year for year basis in lieu of the experience requirement?
   • Yes
   • No
3. * Please provide the salary or range that you would require or consider for this position.

   (Open Ended Question)