Senior IT Support Specialist

2 weeks ago


Ames, Iowa, United States Iowa State University Full time

Position Title:
Information Technology Support III

Job Group:
Professional & Scientific

Required Minimum Qualifications:
High school diploma or equivalent and 5 years of relevant experience.

Preferred Qualifications:

  • An associate or bachelor's degree in computer science, information technology, or a related discipline.
  • CompTIA A+, Microsoft Certified Professional (MCP), or equivalent certification.
  • Practical experience delivering end-user support in a service-oriented environment.
  • Proficiency in supporting and troubleshooting Windows, iOS, MacOS, Android, and Linux operating systems.
  • Experience in installing and configuring a diverse range of devices and peripherals (e.g., printers, tablets, Apple products).
  • Familiarity with JAMF, MECM (Microsoft Endpoint Configuration Manager), and Group Policy Objects (GPO).
  • Knowledge of IT Service Management principles (e.g., change management and incident management).
  • Experience with enterprise-level incident management and device management systems.

Job Description:
Summary


The College of Liberal Arts and Sciences (LAS) is seeking an Information Technology Support III to deliver outstanding technical assistance and ensure a smooth technological experience across our departments.

This team is dedicated to supporting LAS faculty and staff with vital IT resources for educational, research, and service purposes.

The role involves providing consultation, technical assistance, and troubleshooting to users across a wide array of hardware and software, serving as a knowledgeable resource and offering guidance to users.

This position is responsible for delivering high-quality end-user support, managing the procurement and setup of equipment, and engaging in complex troubleshooting and project-related tasks.

In collaboration with colleagues in LAS IT and the broader campus IT community on various technical issues, this role ensures that departmental and end-user needs are met promptly.

Key Responsibilities:

  • Deliver technical support and troubleshooting for a variety of hardware, software, operating systems, equipment, and applications.
  • Address trouble tickets and assist with help requests.
  • Install hardware, repair software, and execute diagnostic programs.
  • Create and maintain documentation.
  • Diagnose technical issues through discussions with users.
  • Research and procure hardware or other necessary equipment.
  • May develop training materials for users.
  • May supervise or mentor student employees.

Level Guidelines:

  • Senior-level position requiring advanced and specialized expertise and competencies.
  • Generally operates under general supervision with high-level guidance on complex assignments.
  • Completes moderately difficult to challenging assignments.
  • Resolves issues, including atypical challenges, and makes informed recommendations.
  • May lead projects of limited scope.
  • Acts as a primary resource, responding to inquiries and requests from various stakeholders.
  • May oversee the work of lower-level staff or lead a small team.
  • Provides guidance to students.

Appointment Type:
Regular

Time Type:
Full time

Pay Grade:
PS808

Application Instructions:
To apply for this position, please complete the Employment Application.

Be prepared to submit the following: 1)

Resume/Curriculum Vitae 2) Cover Letter

Why Choose Iowa State University?
Iowa State Employees enjoy comprehensive health and work-life benefits, including medical and dental coverage, as well as:

  • Retirement benefits including defined benefit and defined contribution plans.
  • Generous vacation, holiday, and sick leave policies.
  • Onsite childcare services.
  • Life insurance and long-term disability coverage.
  • Flexible Spending Accounts.
  • Various voluntary benefits and discounts.
  • Employee Assistance Program.
  • Wellbeing initiatives.

Equal Opportunity Statement:
Iowa State University is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, marital status, disability, or protected veteran status.

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