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Support Specialist

Employer
Rice University
Location
Texas, United States
Salary
Salary Not Specified
Date posted
Jul 28, 2022


Position Summary

The Support Specialist provides support, instruction, and advice regarding common aspects of desktop computing resources for faculty and staff of assigned divisions. The position applies developed subject matter knowledge to solve issues within established guidelines and recommends solutions where appropriate.

Essential Functions
  • Provides the first line of response to requests for various hardware, software, peripherals, and networking technical assistance
  • Provides remote problem resolution when possible
  • Resolves basic end-user problems, and escalates as appropriate
  • Installs, upgrades, configures and troubleshoots computing and communication devices and peripherals
  • Applies security best practices
  • Gathers and records asset inventory and software license information
  • Performs all other duties as assigned
Additional Functions / Information
  • Maintains a first-class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner
  • Takes ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary
  • Maintains familiarity with emerging technologies for personal computer platforms
Experience and Education Requirements
  • Bachelor’s Degree in IT, engineering, computer science, or related discipline
  • No experience required
Substitutions
  • In lieu of the education requirement, additional related experience, above and beyond what is required, on an equivalent year-for-year basis may be substituted
Skills Required
  • Demonstrated baseline working knowledge of routine work applications, standard principles, and systems and use appropriate terminology associated with desktop support
  • Knowledgeable of various software and hardware and how they are configured and interface with each other
  • Analytical, problem-solving, collaborative, creative, research, and verbal and written communication skills
  • Willingness to learn how to train end users
Preferences
  • Experience
    • Experience working directly with end users
    • Diagnosing and resolving software and hardware incidents
    • Installation, configuration, and ongoing usability of desktop computers, peripheral equipment
    • Virus detection, recovery processes, recommendations for mitigation
    • Applications that are deployed and utilized within the client base such as software & e-mail applications.
    • Basic understanding of Audio/Visual (A/V) equipment.
    • Able to connect mobile devices (laptops, etc.) to A/V gear in conference rooms to support presentations.
    • Ability to troubleshoot basic A/V connectivity issues to mobile devices
  • Skills
    • Ability to work independently or in a collaborative environment with limited to no supervision and ability to handle unique, and sometimes challenging, situations
    • Proven team contributor, self-motivator, and problem solver
  • Certification
    • Industry certifications such as Windows (MCSE, MCP), Macintosh (ACTC) or CCNA, CompTIA, etc.
Physical Demands
  • Must be able to get around campus
  • Ability to lift a personal computer, monitor, or printer of up to 25 pounds
Working Conditions
  • Will be required to carry a cell phone that includes an SMS and data plan and be reachable during off hours as determined by management
  • May require extended work hours and availability outside normal working hours
  • Non-smoking environment
The Rice University Office of Information Technology
https://oit.rice.edu/

Rice University HR / Benefits website
https://knowledgecafe.rice.edu/benefits

Rice University is an Equal Opportunity Employer with commitment to diversity at all levels, and considers for employment qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national or ethnic origin, genetic information, disability or protected veteran status.

Current Rice University COVID policies, which include vaccination, face mask, testing, gatherings, occupancy limits, and travel policies can be found here: https://coronavirus.rice.edu/policies

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