Computer Support Specialist II, Information Technology (IT)
University of Montana Information Technology (IT) invites applications for a Computer Support Specialist II to join their team. Reporting to the Executive Director of Client Experience in UM Information Technology, the individual in this position is responsible for the day to day support and service provided by student technical staff. Additionally, this position focuses on support for the academic departments. This position is responsible for assisting the Manager of Academic IT Support with supporting computer labs, faculty roll-out of computing devices, and for responding to user needs for all departments supported by UM IT in the form of issue resolution and technical training as required.
Major functions of this position include but are not limited to:
- Responsible for the recruitment, hiring and training of student technicians
- Responsible for managing day today operation of UM IT Help TECs, including supervision of student employees
- Responsible for assessing, observing, recommending, and implementing changes to improve the TEC program and technical support provided by student technicians
- Provide support for student staff to aid them in fulfilling their roles and job duties
- Serve as a liaison between end-users and appropriate support personnel and advise on technology issues as they arise
- Complete IT projects by performing as a project leader and manager, technician, and team member with role depending on task. Utilize campus resources to solve problems and answer questions and refer problems to appropriate contacts.
- Work with student staff to keep UM IT help desk location(s) clean, organized, and functional
- Manage daily phone support, including training, standardization of execution, and assessment (logged calls and satisfaction survey)
- Work with student supervisory team(s) to create and maintain student scheduling. This includes, but is not limited to monitoring student staff attendance, missed office hours, office tardiness, etc.
- Attend departmental rounds with student staff occasionally to assist with difficult issues and to stay attuned to the current operations and needs of the departmental employees supported
- Facilitate setup and necessary assessment of student internship criteria
- Oversee progress on incident and service requests (tickets) to ensure prompt and sufficient service, as well as accurate billing and solution documentation.
- Work daily with other IT staff to maintain progress on tickets, taking on work, delegating or escalating as appropriate.
- Develops technical support materials and system documentation.
- Co-ordinates awareness of existing and new technical issues and presents to the Client Experience team at regular meetings.
- Act as a point of escalation for faculty and campus staff support issues
Research & Reports
- Provide ticket assessment reports to facilitate staff and resource planning and management
- Conduct satisfaction surveys and data analysis and reporting
- Provide reports to facilitate planning related to faculty roll-outs, computer lab status using asset management and tools such as LabStats
- Research upcoming needs and technology trends to facilitate campus technology needs
- Has excellent oral, written communication, and organizational skills
- Expected to develop and support relationships with departmental tech liaisons and leadership
- Advise the Executive Director on the creation and implementation of office standards and assist in evolving practices as internal structure changes
- Read all emails sent to UM IT Help Supervisors distribution list and disseminate appropriate information accordingly
- Perform as a partner and contributor to the UM IT Client Experience supervisory team
- Works with independence and initiative to see work through to effective completion
- Facilitate TEC team meetings, sometimes with other supervisory team members, to ensure team goals are being met
- Participate in strategic planning which considers short and long-term objectives within developed budget, technical, logistical and other constraints
- Serve on committees, such as the Student Instructional Equipment Fee committee, hiring committees, or IT Governance bodies or sub-committees
- Ability to deliver exceptional customer service, be service-oriented, forward-thinking, and innovative
- Ability to use standard office and technical tools, such as:
- Microsoft Office Suite
- Network shares
- Command line and console interaction
- Remote Desktop Connection and other remote computing tools
- Experience managing or supervising
- Demonstrated ability to self-organize and manage work time and multiple priorities
- Demonstrated ability to adapt to changes in client needs as well as policies and procedures
- Extensive knowledge of operating systems and client devices:
- Mac OS
- Smart Phones
- Demonstrated ability to effectively troubleshoot end-user issues as well as back-end systems
- Communicate technical details effectively with lay users in person, over the phone, and in writing
- Ability to understand clients’ requirements and goals and translate those into functional business solutions
- Research skills to gather, analyze and organize information to generate meaningful solutions to complex problems
- Demonstrated ability to rapidly learn and implement new technologies
- Ability to fully and effectively document implementations according to office standards
Minimum Required Experience
- Associate’s degree in a relevant field and at least (4) four years technical support experience or an equivalent combination of education and experience
- Bachelor’s degree in educational technology, information technology, or a related field
- Familiarity working in Higher Education environment
About the Information Technology department and UM
- You are prepared and able to change directions when appropriate
- You have the courage to try new things and accept failures
- You learn from failures and successes
- You don’t accept the status quo
- You learn and grow continuously
- You share all information necessary for group success
- You ask for help when you need it
- You value team success over individual accolades
- You are willing to work across organizational boundaries
- You leave your comfort zone to invest in building and preserving relationships
- You trust and are trustworthy
- You respect others
- You actively listen
- You help your colleagues
- You help find a solution to the problem, not an answer to the question
- You own your client’s problem
- You genuinely want to help others succeed
- Your response to requests is “Yes, and . . . “
The University of Montana is a unit of the Montana University System with over 10,000 students. It is located in Missoula, a culturally vibrant community of about 72,000, surrounded by mountain grandeur which was recently ranked in the “ top 20 best college towns with a population of less than 250,000 ” by the American Institute for Economic Research and ranked 9th in Outside Magazine’s “ The 16 Greatest Places to Live in America” in 2014 . Many national publications recognize Missoula for its high quality of life . Abundant recreational opportunities in surrounding state and national forests and nearby Glacier National Park and Yellowstone National Park complement a thriving intellectual atmosphere. The University of Montana offers eligible employees a generous benefits package that positively separates UM from other local employers and offers many programs and policies to support work-life balance for its employees.
The University of Montana is an Affirmative Action/Equal Opportunity employer and has a strong institutional commitment to the principle of diversity in all areas. In that spirit, we are particularly interested in receiving applications from a broad spectrum of qualified people who would assist the University in demonstrating its five priorities for action : Place student success at the center of all we do; drive excellence and innovation in teaching, learning, and research; embody the principle of “mission first, people always"; partner with place; and proudly tell the UM story.
To learn more about the University of Montana, Missoula, and the State of Montana, please visit the links below.
Position Title: Computer Support Specialist II
Position Number: NEW
Department: Information Technology
Work Schedule: Full-time, 1.0 FTE (40 Hours a week), Monday through Friday 8:00 am to 5:00 pm, 12 months/year, Friday with flex for weekend/evening.
Union Affiliation: FOCUS-MFPE
Probationary Period: Six months minimum
Benefits Include : Insurance package, mandatory retirement plan, partial tuition waiver, and wellness program.
Criminal Background Investigation is required prior to the Offer of Employment In accordance with University regulations, finalists for this position will be subject to criminal background investigations. ADA/EOE/AA/Veteran's Preference Reasonable accommodations are provided in the hiring process for persons with disabilities. For example, this material is available in alternative format upon request. As an Equal Opportunity/Affirmative Action employer, we encourage applications from minorities, veterans, and women. Qualified candidates may request veterans’ or disabilities preference in accordance with state law. References: References not listed on the application materials may be contacted; notice may be provided to the applicant. Testing: Individual hiring departments at UM may elect to administer pre-employment tests, which are relevant to essential job functions. Employment Eligibility: All New Employees must be eligible and show employment eligibility verification by the first date of employment at UM, as legally required (e.g., Form I-9).
How to Apply
Priority Application Date: Monday , March 22, 2021 by 11:59 PM (Mountain Time)
Complete applications received by the ‘Priority Application Date’ will be guaranteed consideration. The position will remain open until filled. Candidates are required to submit the following materials online via "New Resume/CV" button below.
A complete application Includes:
- Letter of Interest – addressing your qualifications and experience related to the stated required skills for the position. A general letter salutation such as “Dear Search Committee” or “Dear Hiring Manager” is acceptable.
- Detailed Resume – listing education and describing work experience
- Professional References – names and contact information for three (3) professional reference
Job Location Missoula, Montana, United States
Position Type Full-Time/Regular
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