Specialist III/IV, Information Technology (Endpoint Support Associate)

Position Details

Requisition Number

S969P

Home Org Name

Library Administration

Division Name

Library

Position Title

Specialist III/IV, Information Technology (Endpoint Support Associate)

Job Class Code

MA14C/D

Appointment Status

Full-time

Part-time FTE

Limited Term

No

Limited Term Length

Job Summary

Auburn University Libraries IT department, Systems, is seeking to fill an Endpoint Support Associate to provide technical support of equipment and client-facing support to library faculty and staff.

Responsibilities include installation, preventative maintenance, and minor repair of all computers and their peripherals, and miscellaneous office equipment. In addition, the position performs on-call computer help desk duties for Library staff involving computer hardware, applications, and office equipment. It requires the ability to access, input, and retrieve data from the computer; ability to perform light to medium work; ability to use phone effectively.

Essential Functions

Provides technical design, implementation, maintenance, system administration and support of hardware, software, network and/or instructional technology. Provides end-user support on information technology issues through consultation and advising, problem identification and resolution, training and preparation/maintenance of documentation. Participates in projects and cross-functional activities related to information technology initiatives or processes. May provide on-call support for designated systems or services.

Essential functions include, but are not limited to:

1. Under the supervision of the IT Manager, handles day to day installation, maintenance, minor repair, and troubleshooting of the library’s network hardware and software, peripherals, office equipment, and other technology-related areas.
2. Performs mass deployments of operating systems and applications.
3. Performs first line support and technical expertise to ensure customer satisfaction.
4. Performs root cause analysis for issues to develop corrective actions for staff member’s issues.
5. Collaborates with the support team on prioritizing, diagnosing and scoping problems to resolution.
6. Maintains digital maintenance logs for the computer work as completed.
7. Prepares, delivers, and picks up equipment that is sent out of the building for repair.
8. Participates by aiding and training Libraries’ staff to utilize software and equipment.
9. Remains aware of new technologies which have application to library operation.
10. Attends appropriate meetings, workshops, and seminars.
11. Serves on committees as assigned.
12. Other duties as assigned.

Education Level

Entry into the applicant pool for Level III requires a high school diploma or equivalent.

Field of Study

No specific discipline.

Years of Experience

4 or more years of relevant experience

Area of Experience

Experience troubleshooting, configuring, and installing commonly used software applications, computer hardware, operating systems, and mobile devices (i.e. PC, Mac, and Tablet devices). Experience in a service environment (Help Desk, Service Desk, ticketing system) or university setting.

Employer may consider advanced relevant degrees in lieu of experience.

Requirements for Additional Job Levels

Education Level

Bachelor's Degree or higher from an accredited institution.

Field of Study

Technical related discipline.

Years of Experience

When a candidate has the required education, but lacks the required experience, they may normally apply additional appropriate education toward the experience requirement, at a rate of one (1) year relevant education per year of required experience.

Area of Experience

Requirements for Additional Job Levels

The Specialist III position requires a high school diploma or equivalent and four (4) or more years of applicable experience. Typical salaries for Level III range from $40,000 to $53,000.

The Specialist IV position required a high school diploma or equivalent and five (5) or more years of applicable experience. Typical salaries for Level IV range between $50,000 and $62,000.

Minimum Skills and Abilities

• Strong interpersonal skills with the proven ability to build and maintain relationships. Interaction with clients is required in this role, so the candidate must be service-oriented.
• Excellent communication skills including the ability to articulate technical concepts effectively to non-technical users.
• Ability to multitask, and establish/adjust priorities. Candidates must be skilled at organizing, prioritizing, and managing multiple concurrent tasks.
• Ability to work neatly, pay attention to detail, and follow directions.
• Ability to climb, stoop, kneel, crouch, and crawl and lift and handle a minimum of 50 lbs.
• Ability to interpret and communicate computer problems.
• Ability to organize workload and multi-task effectively.
• Ability to interact with staff openly, courteously, skillfully, and accurately.
• Ability to train/assist others in use of equipment, software, and related items.
• Ability to mentor other technical team members without having direct supervision responsibility.

Minimum Technology Skills

• Experience in managing mobile devices using an MDM (e.g JAMF, FileWave, Airwatch, etc.)
• Knowledge of current Operating Systems (Mac, Windows, Linux).
• Background and interest in working with computers, both hardware and software.

Minimum License and Certifications

Desired Qualifications

• Bachelor’s degree in management information systems or technical related discipline .
• College/technical training in computer science or related technical discipline
• Experience with Active Directory & Group Policy, Remote Assistance
• Experience in bash scripting
• Willingness to explore and research solutions to computer problems as they arise.
• Ability to follow directions.
• Experience within customer support is a big plus, but not a requirement.
• Experience within academic libraries is a big plus, but not a requirement.

Salary Grade

28

Salary Range

$35,000 - $75,100

Job Category

Information Systems/Technology

Working Hours if Non-Traditional

City position is located in:

Auburn

State position is located:

Alabama

List any hazardous conditions or physical demands required by this position

Posting Date

07/21/2021

Closing Date

EEO Statement

A commitment to an inclusive and diverse campus environment is required. Women, underrepresented groups, individuals with disabilities and veterans are encouraged to apply.

AUBURN UNIVERSITY IS AN AFFIRMATIVE ACTION / EQUAL OPPORTUNITY EMPLOYER . It is our policy to provide equal employment opportunities for all individuals without regard to race, sex, religion, color, national origin, age, disability, protected veteran status, genetic information, sexual orientation, gender identity, or any other classification protected by applicable law.

Special Instructions to Applicants

Please use the attachment feature of the online employment system and attach the following: cover letter, resume, and references. Only complete application packets will be considered for review.

Quick Link for Internal Postings

https://www.auemployment.com/postings/24129
Documents Needed to Apply
Required Documents

1. Resume
2. Cover Letter

Optional Documents

1. Transcripts
2. Letter of Recommendation
3. Other
4. Media File
5. Portfolio

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * Please provide how you first became aware of this opportunity. Your response helps us determine how we can more effectively reach our candidates.
   
   (Open Ended Question)
   
   
2. * Do you have a high school diploma or equivalent?
   • Yes
   • No
3. * Do you have 4 years of relevant IT experience in a service environment or university setting OR a degree to use in lieu of experience?
   • Yes
   • No