SUMMARY OF POSITION:

Reporting to the Director of Infrastructure and Desktop Support the IT Support Specialist provides second-level desk-side support in a courteous, helpful, unbiased, and professional manner to students, faculty, and staff by installing, maintaining, and repairing all university-supported hardware and software. Troubleshoot computer, application, network, and printer-related problems, determine problem source and advise on appropriate action. Take ownership of customer support issues and respond effectively until resolution.

ESSENTIAL DUTIES/ NON-ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Install, maintain, and troubleshoot all internal and external software for Converse systems and peripheral devices including, but not limited to Windows and Mac devices, laptops, handheld devices, and digital media devices.
• Troubleshoot and assess risk and provide solutions related to malware removal and anti-virus administration.
• Resolve help desk tickets for faculty, staff, and students in a professional and timely manner.
• Install, troubleshoot, and problem resolution for standard and customized software and systems.
• Update and maintain accurate data and inventory of all devices, assets, software, and license
• Must communicate with internal and external customers in a positive, solution-oriented manner.
• Responsible for communicating with outside vendors to procure pricing estimates on software and hardware on behalf of Converse.
• Tracking and routing problems and requests, and document resolutions
• Identifying and escalating situations requiring urgent attention
• Testing equipment that has been repaired prior to returning the equipment to the user
• Mentor student workers
• Set up and tear down equipment for special events
• Install and maintain multimedia equipment
• Assist departments with multimedia related issues
• Provide documentation and knowledge-based articles on deployment, policies, and procedures

JOB QUALIFICATIONS:

Minimum qualifications:

• Bachelor's Degree in Information Technology, Computer Science or related discipline, equivalency in other degree, certificates, and years of experience are accepted.

Preferred Qualifications:

• Proven experience as an IT Support Specialist, Helpdesk Technician, or similar role. Minimum of 1-year experience preferred.
• Experience with Windows and Mac devices

Knowledge/Skills/Abilities:

• Ability to provide technical support to users
• Ability to explain technical concepts in non-technical terms to faculty, staff and students
• Be knowledgeable and keep current by reading, interpreting, and applying information on technological changes and updates
• Knowledge of computer hardware and software
• Basic network connectivity troubleshooting
• Skill to prepare clear and concise written communications
• Ability to research technical manuals and guides to respond to user questions; prioritize requests, organize, schedule, and coordinate a variety of activities and projects
• Ability to learn new software and hardware packages
• Adapt to changes in technology
• Work independently and as a team member
• Well-grounded philosophy of honesty, integrity, and respect
• Demonstrated ability to establish and maintain effective and collaborative working relationships with various constituents including both internal to the organization and with the public
• Ability to work with and engage a diverse group of people
• Ability to work independently yet value and support a team-based environment
• Demonstrated professionalism and positive attitude

Work Schedule:

Monday-Thursday 8:00-5:00, Friday 8:00-1:00

Display a willingness to work additional hours during the week and/or weekend, if required.

DISCLAIMER: The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

We believe that a diverse faculty and staff are essential to achieving academic excellence; thus, we strongly encourage applications from candidates from all racial, ethnic, and cultural backgrounds.