Learning and Technology Services: Computer Support Specialist

POSITION: A full-time, professional academic staff position is available in Learning & Technology Services (LTS) beginning October 31, 2022. The working title for this assignment is Computer Support Specialist with an official title of User Support Specialist III.  This is a renewable one-year assignment, contingent on performance. The salary will be commensurate with experience and qualifications.

MINIMUM QUALIFICATIONS: 3 years of experience in troubleshooting and solving technical related issues.  This is a very customer service focused position and thus having the ability to meet with faculty, staff, and students and work through any technical issues or concerns they are having in a professional and polite manner is required. Excellent written and oral communication skills along with the ability to meet deadlines and work under pressure is also required.  Must be work-authorized in the United States.

PREFERRED QUALIFICATIONS:  A bachelor’s degree in information systems, computer science, or equivalent area is preferred along with a demonstrated commitment to diversity, equity, and inclusiveness.

DUTIES:

This position is responsible for the technical support, deployment, inventory, and maintenance of computing equipment residing primarily in offices, but may assist in other settings across the UW-Eau Claire campus as needed. The employee must possess an in-depth understanding of Microsoft Windows and Apple macOS, computing hardware, and an understanding of the overall campus computing environment.

The position requires a very well-rounded understanding of information technology and its relationship to providing support in an academic setting. The employee must possess an understanding of working within a service organization and providing timely and courteous assistance to our clients. This position interacts with nearly every variety of person within our campus community while performing assigned duties.

Being able to handle difficult and complex IS assignments while demonstrating problem solving and troubleshooting skills is crucial to this position. Possessing an understanding of the need for establishing priorities, being able to discern the relative importance of various matters, being able to estimate the time necessary to complete tasks and being effective in addressing matters in their order of importance and in a timely manner are necessary skills.

This position acts as the backup supervisor for Desktop Support students. This position also works closely with a wide range of IT professionals across a number of LTS subunits.

This position works independently with little review of technical recommendations and solutions and is under the general supervision and direction of the IT Manager of Client Support Services.

Goals and Activities

1. Desktop Support (60%)

• Installs, configures, updates, and troubleshoots computing equipment and operating systems
• Facilitates installs and upgrades to other software as needed
• Provides support for specialized hardware and software as needed
• Provides timely, accurate and courteous service to clients for support requests
• Performs maintenance and facilitates repairs for campus computing equipment Install and maintain computer hardware and inventory records as new computers and other associated hardware are purchased and installed, when clients move equipment to new spaces, or ownership changes
• Advise and assist other staff members with computer hardware issues as needed
• Communicate with vendors to troubleshoot and resolve technical problems related to hardware repairs and maintenance
• Develop, organize, and maintain documentation needed for Desktop Support operations and assist other subunits as needed
• Create, update, and maintain customer calls in designated ITSM too

2. Inventory Control and Desktop Support Inventory student employee supervisor (30%)

• Responsible for coordinating the people and processes for inventory control of Desktop Computing related products
• Primary supervisor of Desktop Support Inventory student employees (2 max)
• Responsible for hiring of Desktop Support Inventory student employees
• Leads mentoring and training of Desktop Support Inventory students and coordinates their work
• Coordinates with the Desktop Support Inventory student back-up supervisor(s)
• Informs the CSS team of Desktop Support Inventory student employee activities

3. Miscellaneous other duties (10%)

• Maintain the stock of computing hardware repairs parts and loaner inventory
• Maintain the stock of cabling and other peripherals provided to campus employees
• Stay current with vendor hardware exams and certifications whenever possible
• Provide planning documents for new projects along with budget requirements as needed
• Serve on LTS and other campus-wide task forces and committees as needed and time allows
• Attend seminars, workshops, and other training sessions to maintain proficiency in current information technologies
• Research, test, and recommend new hardware
• Other duties as assigned by the IT Manager of Client Support Services

THE UNIT: The unit of Learning & Technology Services consists of 50 full-time staff members along with approximately 75 part-time college student employees.  Learning & Technology Services is the primary IT unit for the campus and works very closely with Academics Affairs and the operational units of the university to provide IT services and support.  More information about LTS can be found on the UW-Eau Claire website at: https://www.uwec.edu/learning-technology-services/

UNIVERSITY and EAU CLAIRE COMMUNITY: UW-Eau Claire, an institution of approximately 11,500 students and 1,400 faculty and staff, is consistently recognized as a top comprehensive university in the Midwest and is widely known as a leader in faculty-undergraduate research and study abroad. We strive for excellence in liberal education and select graduate and professional programs through commitment to teaching and learning and dedication to our core values of diversity, sustainability, leadership, and innovation. To learn more about UWEC, visit https://www.uwec.edu/human-resources/employment-opportunities/why-uwec/ .

The City of Eau Claire, situated at the confluence of the Chippewa and Eau Claire rivers, is at the center of a metropolitan area of approximately 100,000 people located 90 miles east of Minneapolis/St. Paul. The area features beautiful parks and trails, strong public schools, a vibrant arts scene and local food culture, and abundant recreational opportunities.

APPLICATION PROCEDURE: Applications are submitted electronically. Please follow instructions found on the following UW-Eau Claire Web site: https://www.uwec.edu/job-postings/ .You must create an account and login before you can apply.  If you have not yet registered, click on the "Click here to Register" link to begin the registration process. If you are already a registered user, input your "User Name" and "Password" and select "Login."  Click the link to the Learning and Technology Services: Computer Support Specialist position (Job ID # 18856) and then click the "Apply Now" button to submit your application electronically.  Your application will not be considered complete until all required documents are attached, and all required fields are completed.  Please be sure you have included the following in PDF format:

• Letter of application
• Resume
• Names and contact information for three references

Please direct requests for additional information to:

Craig Ernst
ernstcs@uwec.edu
IT Manager - Learning & Technology Services

To ensure consideration, completed applications must be received by October 17, 2022.  However, screening may continue until position is filled. The university reserves the right to contact additional references with notice given to the candidates at an appropriate time in the process. Employment will require a background check. Employment will also require you and your references to answer questions regarding past conduct related to sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. §. 19.36(7).

The UW-Eau Claire Police Department is dedicated to maintaining a safe and secure environment for learning and working. Although crime at the University of Wisconsin-Eau Claire is limited, the University Police want students, faculty, and staff to be aware of crime on campus and the area surrounding the campus. The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal law that requires colleges and universities to disclose annual information about campus crime.  Visit Campus Security and Fire Report (https://www.uwec.edu/files/8/annual-security-report.pdf) .  Also visit our Campus Security Authority policy (https://www.uwec.edu/files/787/CleryCompliancePolicy.pdf).

UW-Eau Claire is an AA/EEO/Veterans/Disability employer dedicated to enhancing

diversity, equity, and inclusion.