User Services Specialist, Information Technology Services

Chatham University

User Services Specialist, Information Technology Services

Founded in 1869, Chatham University has an enrollment of over 2,200 students across over 60 undergraduate and graduate programs in our areas of excellence: sustainability & health, the arts & sciences and business & communications. Chatham has consistently been named a College of Distinction and a "Best College" by U.S. News & World Report, and--as the alma mater of environmental icon, Rachel Carson (Class of '29)--is perennially ranked as one of the greenest colleges in the United States by Sierra Magazine and the Princeton Review.

Chatham's mission is: "to prepare students to build lives of purpose, value and fulfilling work...by preparing graduates to be informed and engaged citizens in their communities; to recognize and respect diversity of culture, identity, and opinion; and to live sustainably." Building on this mission, Chatham is committed to creating a supportive and inclusive learning, living and working environment for all members of the campus community.

Chatham consists of the School of Health Sciences; the Falk School of Sustainability & Environment; the School of Arts, Science and Business; and the School for Continuing & Professional Studies.

Located in Pittsburgh, PA--one of the country's most livable cities and great college towns--Chatham is spread across three distinct locations: the historic arboretum, Shadyside Campus; Chatham Eastside in the fast-growing East End; and Eden Hall Campus, one of the world's most sustainable campuses.

Chatham University is an Equal Opportunity Employer with a strong commitment to diversity, inclusion, and equity. Women, veterans, individuals with disabilities, and members of other underrepresented groups are highly encouraged to apply. Chatham University does not discriminate on the basis of race, color, religion, gender, gender identity, gender expression, sexual orientation, age, or national origin.

To help support the work of the University, we have an immediate opening for User Services Specialist, Information Technology Services.

Position Reports to: Manager, Helpdesk

Position Summary: The User Services Specialist is a member of the Helpdesk team within the Information Technology services (ITS) Department. S/he is responsible for supporting all levels of the campus users, located at multiple campus locations, in the use of technology resources. S/he answers telephone support calls, emailed support issues, and walk-in questions as part of the campus Helpdesk. S/he visits user locations when necessary and conducts repairs, hardware/software support and user training on campus systems. S/he is responsible for acquiring technical certifications in repair from Apple and Hewlett Packard. S/he is responsible for delivery and setup of classroom media equipment. S/he will be required to periodically attend campus events that may occur during evenings and on weekends. S/he works closely with the other ITS staff to ensure users are receiving the best services and support possible.

Qualifications:

• Bachelor's degree in Information Technology or Computer Science or related discipline or equivalent work experience
• Competence using PC and MAC computer hardware and software in classroom, lab, office, and residential settings
• Broad knowledge of information technology including networking, file management, Microsoft Office applications, Internet and email systems
• Basic troubleshooting skills in Windows and MAC hardware and software
• Ability to convey information through training sessions
• Technical writing skills to document instructions for users
• Good organization and communication skills
• Desire to work with students, faculty and staff and to facilitate the resolution of their problems
• Ability to prioritize multiple tasks
• Experience working with a diverse student population
• Ability to remain calm and professional in stressful situations
• Integrity, adaptability, sense of humor, independence, cooperativeness, and a strong work ethic
• Ability to have a flexible schedule, work nights and weekends, when necessary
• Provides essential services to the Chatham community, the employee will be required to work outside their regular working hours as needed
• Ability to work independently with minimal supervision
• Easily adaptable and able to learn new skills
• English fluency required, fluency in other languages helpful

Duties and Responsibilities: The User services Specialist works with the Manager, Helpdesk to assure service and support for the campus community:

• The User Services Specialist works as part of the campus Helpdesk to answer, log, and assign priorities consistent with the campus service level agreements for all user support calls, emails, and walk-ins to the Helpdesk
• Provides answers to user's questions and problems through phone conversations, email, or on-side visits
• For escalated support issues, works with the Manager, Helpdesk and Systems and Networks and/or Administrative/Instructional Support Teams to solve problems
• Escalates calls to Manager, Helpdesk if resolution cannot be achieved
• Works with vendor support channels to report/repair/replace hardware
• Performs hardware repair of desktops, laptops and tablets, and system related equipment
• The User Services Specialist instructs campus users by providing training to students, faculty and staff in the use of computer hardware, software and network services; training may be done one-on-one, in groups, or through written documentation
• Documents and develops training on campus technology resources
• The User Services Specialist will be required to support specialized areas of the Helpdesk that relate to, but not limited to the following:
  • Analog Phone System
    • Internal wiring infrastructure, moves adds and changes, analog phone set replacement/repair, switch updates, backups and changes
  • VoIP Phone System
    • Migration from analog to VoIP support and user training
    • Along with the Systems and Network group, support the campus communications infrastructure and related office connectivity
    • Support and train users on the use of the VoIP system
    • Installation/repair/replacement of related equipment
  • Helpdesk Service Center
    • Responsible for managing all aspects of the Helpdesk Service Center
      • Hardware Inventory entering and updating of all related Inventory, tablets, desktops, printers, classroom media, and related equipment
      • Manage support student, faculty, and staff hardware distribution and all related functions
      • Report to Student Services and ITS changes in student enrollment as it relates to the tablet and one-to-one programs
      • Repair of all related equipment
        • All User Services Specialists are required to be certified complying with related vendor self-maintainer requirements
        • Managing vendor channels and related tools
        • Utilization of work order system
          • Creation of work orders
          • Managing work orders assigned
          • Communication to the user community work order status/completion
        • Scheduling and maintaining laptop and projector deliveries to classrooms
        • Repair and maintenance of classroom media equipment; installed or portable
      • Helpdesk staff members are required to cover Helpdesk hours of operation, including evenings and weekends, and can involve shift work that may vary daily and from week-to-week
      • Helpdesk staff are required to periodically carry the Helpdesk on-call cell phone to provide off-hours and weekend support
      • The User Services Specialist performs other duties as required in support of the mission of the Information technology Services Department and Chatham University

Personal Attributes:

• Passionate about all aspects related to technology
• Strong customer service orientation
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to conduct research on hardware and software issues and products as required
• Ability to present ideas and solution in user-friendly language
• Highly self-motivated and self-directed
• Keen attention to detail
• Demonstrate professional and ethical conduct
• Access to transportation
• Access to persona computer with Internet connectivity during off-hours
• Occasional lifting and transportation of computer equipment, bending, stooping, crawling, and reaching

Chatham University offers competitive salary, an excellent benefits package, including tuition remission for qualified personnel, and a generous retirement plan.

To ensure full consideration, please submit a cover letter addressing the qualifications of the position, resume, and contact information for three professional references.

Chatham University is an Equal Opportunity Employer and Actively Seeks Diverse Candidates