Systems Support Specialist I
Systems Support Specialist IPosition Number:
$45,000 – $48,000Job Summary/Description:
Under general supervision, provides technical support for desktop and network services including over 2500 desktop/laptop computers, printers, networked applications, and mobile devices within the university environment as well as support for more than 120 smart classrooms.
Manage and mentor a team of 50+ student workers to provide support for the delivery of technology services in an environment that is available 24/7/365 with a low tolerance for downtime. Responsible for student hiring, evaluating employee performance, setting work priorities or schedules, monitoring work, disciplining employees, recommending termination and training.Typical Duties/Job Duties:
1.Provide technical support for the delivery of technology services in an environment that is available 24/7/365 with a low tolerance for downtime. Respond to, provide technical support and analyze operational, application, network and technology problems presented by university faculty, staff and students. Develop, implement, and maintain processes and procedures for technology services. Assist in documenting and maintaining technology and network services information, logs, and related documentation.
2.Assist in managing and mentoring a team of 50+ student workers to provide support forthe delivery of technology services. Responsible for student hiring, evaluating employee performance, setting work priorities or schedules, monitoring work, training, disciplining employees, and recommending termination.
3.Coordinates the implementation of technology as a part of a cross-functional team; assists or performs research and analysis for new or enhanced technology services.
Develops, deploys, and upgrades new and upgraded technology services. Plan and coordinate technology refresh plans for labs, classroom technology, and faculty/staff.
4.Interact with and use ticketing system to follow request, incident, and change management processes. Provide updates to associated tickets to keep both customers and team members informed of current ticket status or progress. Assist with team responsibility of queue management and ensure tickets are resolved accurately, effectively, and according to priority.
5.Interacts with ASU personnel and outside vendors to program, configure and integrate components of the university access control systems including: door access, security alarms, point of sale systems, laundry access, vending machines, and meal plans.
6.Attend training, seminars, and other meetings as needed.
7.Performs other duties as assigned.Knowledge, Skills and Abilities:
•Knowledge of computer hardware and software; knowledge of network operating systems including Windows and OSX; knowledge of application/file server installation and administration; knowledge of multimedia software and applications; knowledge of audio/visual equipment including projectors, digital cameras, and scanners; knowledge of telephone/voice mail systems; knowledge of mobile devices (smartphones, tablet computers).
•Knowledge of information security best practices and implementation of security procedures.
•Ability to support and assist in the administration of a large networked desktop/application environment.
•Skilled in all aspects of management for a team of student employees with high turnover(mainly because of graduation or promotion into other technology support areas). Provides leadership and mentorship to students who are entering the workforce for the first time.
•Skilled in interpersonal relations and project management; strong communication skills required; candidates must be self-motivated, work well either independently or as part of a team, and capable of balancing multiple projects.
•Ability to communicate effectively when working with users or customers; ability to effectively analyze situations and develop suitable solutions.
•Ability to work under pressure in a fast-paced, high-availability environment and adapt to change in procedures and priorities.
•Skilled in technical writing and documentation; skilled in expressing technical terminology in a manner that makes it understandable to end-users with a variety of technical and non-technical backgrounds.
•Ability to research new technology items and to learn new technologies; ability to communicate effectively when working with users or customers; ability to effectively analyze situations and develop suitable solutions.
•Familiar with information security best practices and implementation of security procedures.
•Knowledge of applicable University rules, regulation, policies, and procedures.
Bachelor’s degree in Computer Science, M.I.S. or related field required. Experience in the support of a networked desktop/application environment may substitute for the Bachelor’s degree on a year for year basis. Additional consideration may be given to candidates with specific technical certifications related to systems applicable to Angelo State University.Physical Requirements:
Position requires considerable sitting, walking, and standing; periodic, bending, reaching, pushing/pulling, and lifting (up to 30 lbs.). Basic manual dexterity and fine manipulating skills with both hands are required.EEO Statement:
Angelo State University is an equal opportunity employer and is committed to promoting and ensuring equal employment opportunity for all individuals without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or veteran status. In compliance with the Americans with Disabilities Act (ADA), Angelo State University is committed to providing reasonable accommodations to ensure equal access to employment opportunities for qualified individuals with disabilities. We are committed to ensuring that a qualified individual with a disability has the same rights and privileges in employment as non-disabled employees. If an accommodation is requested for the job application process, please contact our office at (325) 942-2168 or email us at [email protected].Posting Number:
04/19/2021Open Until Filled: