User Support Specialist

5 days ago

Grand Forks, United States InsideHigherEd Full time
Salary/Position Classification
  • $50,500 Annual, Exempt
  • Schedule: M-F, 11:30am - 8:00pm
  • 100% Remote Work Availability: No
  • Hybrid Work Availability: No
Purpose of Position

The User Support Specialist is part of the tech-support team. They are to ensure that all computers, software, and peripherals are functioning properly. They are our first line of support and address break/fix issues as well as "how to" questions.

Duties & Responsibilities

40% - Assist All Users Regarding the Use of Technology

  • Provide a wide range of technical support for students, faculty, and staff, possibly including evenings and some weekends, via phone, email, chat, in-person, and remotely.
  • Research issues and see problems through to resolution while keeping customers, other team members, and leads informed.
  • Document all issues, track the status and time of tickets, and ensure timely resolution.
  • Consult with users on questions regarding hardware, software, and peripherals; provide choices, solutions, and recommendations as needed.
  • Provide training on new hardware and software.
  • Recommend system or software changes as appropriate to assist users in their work.
  • Represent UND in a professional manner at all times by providing excellent communication and customer service.
  • Maintain current knowledge with Windows operating systems, Active Directory, Azure, and Intune to support users.

30% - Maintain and Monitor Endpoints, Supported Software, and Associate Peripherals

  • Develop a working knowledge of UIT procedures, policies, and guidelines.
  • Monitor PRTG, Bomgar, Roomview, and other monitoring systems for early detection of technical issues.
  • Configure and troubleshoot software per UIT procedures, policies, and guidelines.
  • Provide feedback and assistance in the configuration and operational status of computer hardware and software.
  • Collaborate with other CES team members to provide and maintain state-of-the-art computing facilities.
  • Provide daily maintenance of existing equipment, verifying end-point protection, updates, security, data reliability, and backups.
  • Research problems and work with the team to solve them.

10% - Endpoint Security

  • Identify and report compromised endpoints to the supervisor/security team.
  • Identify and report unencrypted endpoints to the supervisor.
  • Ensure end-point security software (anti-virus) is installed, updated, and enabled on all endpoints.
  • Assist with alternate security solutions as needed.

10% - Provide Mentoring to UIT Student Employees

  • Assist student staff with any issues or questions they may have.
  • Provide mentoring/training to student staff.
  • Provide general oversight of the student staff.

10% - Communication, Documentation, and Other Duties As Assigned

  • Develop documentation of system changes and problems.
  • Track time for all projects, complete tickets, and administration.
  • Participate in support meetings and assist with the development of policies and standard procedures.
  • Provide regular updates to supervisor and team members on the status of various projects/issues.
  • Other duties as assigned.
Required Competencies

• Strong communication skills.
• Professionalism
• Customer service oriented.
• Excellent interpersonal skills and demonstrated excellence in customer service.
• Ability to communicate with non-technical and technical users.
• Ability to prioritize, multi-task, and meet deadlines.
• Demonstrated ability in problem-solving, sound decision-making, and critical thinking skills.
• Demonstrated ability to work independently and be a team player.

Minimum Requirements
  • Bachelor's degree; or 2 years of college plus 3 years of related experience, including student employment or internship/s. Major field of study or degree emphasis: Information Systems, Computer Science, or other related field.
  • 2+ years of experience providing general information technology support, including student employment or internship/s.
  • Successful completion of a Criminal History Background Check

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire. This position does not support visa sponsorship for continued employment.

Preferred Qualifications
  • 2+ years of setup, configuration, and troubleshooting of PC hardware and software.
  • Microsoft Office 365 experience.
  • Experience working in a structured, process-driven environment.

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