IT Support Specialist

Under general supervision, responsible for providing technical support of desktop computers, applications and related technology for the institution. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. Ensures efficient functionality of resources by working closely with Information Management Services (IMS) and appropriate vendors.

• Knowledge of modern computing, networking and communications systems and ability to perform effectively with an understanding of institutional policies and activities.
• Familiarity and ability to operate a wide range of standard office automation products and equipment.
• Analytical skills and ability to problem solve and troubleshoot general IT issues.
• Ability to learn and support new technologies and work with teams to provide input on improvements to existing processes and systems.
• Demonstrated ability to organize and coordinate work within schedule constraints and handle emergent requirements in a timely manner.  
• Strong verbal, written and interpersonal communication skills. 
• Detail oriented with good organizational skills while balancing multiple priorities.
• Ability to work independently and as part of a team.
• Ability to establish and maintain effective work relationships with students, faculty and staff.
• Risk Analysis and continuity management.

EDUCATION:

• Bachelor's Degree degree in a computer related field or educational technology is required.

EXPERIENCE:

• Two (2) years of experience in Information Technology field is required. 

ADDITIONAL LICENSES & CERTIFICATIONS:

• ITILF - Itil Foundation is preferred.

• Effectively, professionally, and respectfully represents other Information Management Services (IMS) staff members, teams, and their services to the client community. Collaborates with Information Management Services (IMS) staff members as appropriate to determine and resolve problems received from clients.  
• Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with classroom technology and applications  
• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.  
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.  
• Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.  
• Recommends and/or performs upgrades on systems to ensure longevity.  
• Works with procurement staff to purchase hardware and software. Assesses functional needs to determine specifications for purchases of computer hardware and or software when applicable. Works with procurement staff to purchase hardware and software. Assists with ordering computer supplies and or parts.  
• Assists in maintaining LAN/WAN records and, as appropriate, telephone systems cable.  
• May work on Information Technology Service Management (ITSM) related projects as assigned by supervisor.  
• Performs all other duties as assigned.