Support Specialist

The Support Specialist provides technical support on desktop computing hardware, software, peripherals, and network connectivity for faculty and staff of assigned divisions. They provide support, instruction, and advice regarding all aspects of desktop computing resources. This position applies developed subject matter knowledge to solve common and complex issues within established guidelines. This position will serve as part of the Office of Information Technology (OIT) Campus Services team.

Essential Functions

• Designs, develops, documents, tests, or modifies computer systems or programs based on user or system design specifications
• Applies systems analysis techniques and procedures to determine hardware, software, or system functional specifications
• Performs routine server administration
• Diagnoses and resolves end-user problems; responds to escalated issues from clients and other support teams; performs triage, provides remote problem resolution when possible, refers problems to associated groups
• Researches, recommends, and implements hardware and software purchases and configurations to meet client needs and ensures compatibility with university systems and architecture
• Researches, recommends, and implements approved standards used throughout the unit and contributes to the development of the client support strategy
• Investigates and tests new tools, systems, techniques, and software products
• Works on projects requiring expertise and creativity in analysis and deployment of technology
• Provides first-line technical support on Desktop Computing software, hardware, peripherals, and networking systems for faculty and staff of assigned divisions
• Acts as a team or project leader for small to medium scope projects, provides direction to team activities, and facilitates information validation
• Performs all other duties as assigned

Additional Functions / Information

• Promotes computer literacy among departmental clients and team members
• Keeps clients and team members informed about new computing software, hardware, and information resources
• Provides one-on-one, small group, or classroom instruction for faculty and staff with a departmental focus on materials
• Completes special projects as assigned

Experience and Education Requirements

• Bachelor’s Degree in IT, engineering, computer science, or related discipline
  • 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
• 2 years of of combined experience in any of the following:
  • In diagnosing and resolving software and hardware incidents, including operating systems (Windows and Mac)
  • In the installation, configuration, and ongoing usability of desktop computers, peripheral equipment
  • In malware detection and recovery processes
  • With multiple applications that are deployed and utilized within the client base such as productivity software and e-mail applications

Substitutions

• In lieu of the experience requirement, additional related education, above and beyond what is required, on an equivalent year-for-year basis may be substituted

Skills Required

• Demonstrated intermediate knowledge of the concepts, practices, and procedures of desktop support
• Proficient knowledge of various software and hardware and how they are configured and interface with each other
• Good analytical, collaborative, creative, problem-solving, research, and verbal and written communication skills
• Proven ability to train end users

Preferences

• Experience
  • Practical experience as a consultant in a computing environment
  • Experience in an academic computing environment
• Licenses / Certification
  • General PC Hardware, Windows, or Networking certification
• Skills
  • Ability to troubleshoot basic audio/visual connectivity issues to mobile devices
  • Linux knowledge
  • Knowledge of security protocols used in facilitating communications (i.e. SSH, SSL, and VPN)

Physical Demands

• The ability to travel on-campus to support users in various buildings on campus
• The ability to lift computer equipment and peripherals, such as monitors and printers

Working Conditions

• On campus, with some remote work possible

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