IT Support Technician
2 weeks ago
The Computer Support Specialist II is responsible for delivering advanced technical assistance and leadership to IT Service Analysts, ensuring high levels of customer satisfaction and operational effectiveness. This role is essential in supporting the IT infrastructure that enhances the educational experience at Montana State University.
Key Responsibilities
1. Provide exceptional customer service to students, faculty, and staff by analyzing, troubleshooting, and resolving complex technical issues related to workstations, mobile devices, and software applications.
2. Collaborate with the UIT Service Desk to diagnose and address user technical problems, communicating effectively with a diverse range of users.
3. Lead initiatives to foster a culture of collaboration and empowerment, ensuring that escalated issues are handled efficiently while supporting embedded IT teams.
4. Monitor service metrics and processes to ensure a high degree of operational efficiency and customer satisfaction.
5. Manage assigned IT services, utilizing enterprise tools for ticket and desktop management.
6. Contribute to Knowledge Management by developing user-friendly documentation and self-help resources, ensuring that common issues and solutions are easily accessible.
7. Mentor and train new team members and student employees, providing guidance on best practices and technical skills.
8. Assist in the development of strategic plans and projects, implementing new technologies and policies to enhance service delivery.
Required Qualifications
- Proven experience in providing technical support for both Mac OS and Windows OS environments.
- Familiarity with IT Service Management principles and best practices.
- Strong understanding of Knowledge Management practices and tools.
- Experience with help desk ticketing systems and IT security management.
Preferred Qualifications
- Experience with enterprise desktop management tools.
- Relevant certifications in IT Service Management or related fields.
- Bachelor's degree in Computer Science, Information Systems, or a related discipline.
Personal Attributes
The ideal candidate will possess excellent interpersonal skills, the ability to communicate complex technical information clearly, and a proactive approach to problem-solving. A commitment to continuous learning and staying current with technology trends is essential for success in this role.
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