User Support Specialist

1 week ago

Annapolis, United States St. John's College Full time
ROLE: Provide multi-platform (PC, Mac) hardware and software support for staff and faculty computers; serve as first level contact for technical assistance and applications support. Support is provided through office visits, telephone, and remote assistance tools. Oversees the deployment and support of Santa Fe desktop computers and other end user technologies. Oversees Help Desk operations and student workers.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES:
  • Serves as the campus user support lead for desktop and other end user software applications
  • In collaboration with application systems analysts and other IT staff, this responsibility includes, but is not limited to:
    • Provides first response assistance to users for needs and problems and defines the priority of the issues based on workload and complexity
    • Troubleshoots and resolves problems in the field
    • Requests and documents additional information as required
    • Assist with administrative system (e.g., Jenzabar EX) support by triaging trouble tickets and performing entry level)
    • Escalates issues to IT analysts based on the nature of the call and serves as a point of contact for campus users while issues are being resolved
    • Administrative application support duties
  • Oversees the Annapolis campus Help desk
  • Assists with hires and training of student workers
  • Develops effective operating procedures
  • Monitors Work Order system and makes informed assignments of work orders to other ITS staff
  • Recruits, hires, and trains student workers
  • Installs, configures, maintains, and troubleshoots campus Windows and Mac OS computers including operating system, hardware, network connections and peripherals
  • Manages and supports black-and-white and color printer and copier vendor contracts and provides support and troubleshooting for print services campus-wide. Recommends upgrades and improvements as necessary
  • Installs and supports workstations, software, and other end user technologies in faculty and student computing labs and libraries
  • Enter installation and equipment information into inventory system following prescribed guidelines
  • Promotes user training and publishes and improves online self-help and training tools
  • Participates in and contributes to the development of technology planning efforts
  • Collaborates with IT staff in policy and process improvement
  • Performs other duties as assigned

QUALIFICATIONS:
• Experience: Three or more years professional, in-depth desktop operating system, hardware and application support and troubleshooting including networking, printers and scanners. This experience must include consulting with end users on all aspects of computer and application use. Higher education experience preferred. Experience with Mac OS and Mac troubleshooting a plus.
• Education: Education equivalent to an associate degree from a two-year college with emphasis on Information Technology or similar certified coursework in applicable fields of study (e.g. A+ and/or MCDST or MOS certification) or equivalent work experience in one/more technology positions. Experience may be substituted 2 years for 1 year education.
• Interpersonal Skills: Works well as a member of a team and interacts positively and productively with other IT staff and college staff and faculty. Excellent communication skills, employing a customer service orientation when interacting with staff and faculty.

• Other Skills: Extensive familiarity with desktop and laptop hardware components, Active Directory and the Windows and MacOS operating systems. Must understand what computers and networks are and how they work. In-depth knowledge of the functionality and use of MS Office (Windows and Mac), Outlook, Entourage, multiple Web browsers, image and OCR scanning systems. Experience with enterprise Anti-virus software and other anti-malware tools. Solid familiarity with desktop security practices. Experience with basic data network support, including wired and wireless, hardware and software components. Experience supporting PDA's, repairing laser printers, and supervising college students are a plus.
• Physical Requirements: Must be able to lift up to 40lbs as needed for setting up computer workstations, monitors, printers, etc..
• Work Environment: Indoor office space. Occasional walking across campus to other buildings as needed to provide local hands-on support to users or to deliver computes, cables, monitors, etc..

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