User Support Specialist I

2 weeks ago

Charleston, West Virginia, United States The MGH Institute of Health Professions Full time
This role is located in the historical Charlestown Navy Yard area

The User Support Specialist is responsible for implementation, maintenance, and support of the Institute's technology resources including desktop and laptop computers, printers, classroom audio visual technology, and lab and simulation resources as directed by the Director of Technology & Web Services.

This person provides technical support to students, faculty, and staff, both on campus, and virtually. Technical support includes, but not limited to, installation, and repair of software that includes MS windows and MS office suite, Mac OS and iOS devices, adobe acrobat, SPSS, Pharos print drivers, tier 1 distance learning, and zoom all specific to IHP needs and requirements. This role will also be responsible for updating equipment inventory, setup and operation, general troubleshooting, and maintenance.

DUTIES/ RESPONSIBILITIES:

Under the direction of the Director of Technology and Web Services, assists with the installation, maintenance, repair of classroom and conference room hardware, server software such as pharos printing server and reach media digital signage application, audio visual equipment in conference center and related servers and peripherals. (30%)
  • Serve as a resource in support of the Institute's Help Desk both on campus and virtually (40%)
  • Ensures the maintenance of all computers in classroom and labs, printers, learning resources, audio visual technology, lab technology and simulation resources (10%)
  • Installation of firmware upgrades to hardware and software both for classroom, conference rooms, and lab spaces. (10%)
  • Makes recommendations regarding upgrades and replacement of technology-related equipment. (5%)
  • Attends classes and seminars to enhance knowledge of equipment and operating systems. (5%)
  • Other duties as assigned by the Director of Technology and Web Services.
WORKING CONDITIONS:
  • Shared workspace environment located within active support area, with significant time spent in front of a computer, attending group meetings or one-on-one meetings.
  • Travel through the Institute's campus in the Charlestown Navy Yard to provide support, maintain resources and attend group and individual meetings.
EDUCATION:
  • Associate degree required
  • 1-3 years of experience
  • Bachelor's degree in a related field preferred
SKILLS/ COMPETENCIES:
  • Candidates must have a solid understanding of computer hardware and software and the ability to troubleshoot computer and software problems.
  • Familiarity with Microsoft operating system and Apple operating system is required.
  • In addition, basic knowledge of MS Office suite is required.
  • Candidates must have at least 1-year of experience that includes customer service and help desk support.
  • The successful candidate will have experience and skill in the support of Audio-Visual equipment and associated software, which includes equipment setup and troubleshooting and resolution of problems.
  • At least 1-year of experience in Audio visual equipment setup, support, production and sound is a plus.
About MGH Institute of Health Professions

MGH Institute of Health Professions is a graduate school in Boston that provides entry-level and post-professional programs in Nursing, Communication Sciences and Disorders, Genetic Counseling, Occupational Therapy, Physical Therapy, and Physician Assistant Studies. The PhD in Rehabilitation Sciences and a PhD and Master of Science in Health Professions Education have been added in recent years to meet rising demand for highly educated health care professionals, educators, and researchers. Integrating classroom learning with research and clinical experience, the Institute grants doctoral degrees, master's degrees, awards certificates of advanced study, and offers continuing education to practicing professionals.

The IHP is the only degree-granting affiliate in Mass General Brigham (MGB), the largest private employer in the Commonwealth of Massachusetts. The Institute has been recognized multiple times by The Chronicle of Higher Education as a "Great College to Work For." A leading health sciences educational institution, MGH Institute provides students with outstanding academic programs, many of which are ranked among the best in the nation.

MGH Institute of Health Professions has announced an organization-wide anti-racism initiative to think boldly about race and bring together all members of the IHP community to address systemic racial injustice as well as oppression more broadly. The plan seeks to create a supportive and inclusive campus environment and better support the diverse communities the school serves. We are excited about this new initiative and are hiring employees who are committed to justice, equity, diversity, and inclusion and will contribute to our anti-racism and anti-oppression approach.

EEO Statement

The MGH Institute of Health Professions is an equal opportunity employer and is committed to enhancing the diversity of its faculty and staff. We welcome nominations and applications from individuals who would bring diversity of experience, thought and practice to the Institute's research, teaching and clinical missions. Applications from protected veterans and individuals with disabilities are strongly encouraged.

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