Support Specialist II

Special Instructions to Applicants : All interested applicants should attach a resume in the Supporting Documents section of the application. A cover letter is welcomed but not required. We suggest the documents be in a PDF format to avoid formatting issues.

Rice University

Boasting a 300-acre, tree-lined campus in the heart of Houston, Rice University is consistently ranked among the nation’s top 20 universities by U.S. News & World Report. We are more than a place of academic excellence and pioneering research—Rice is a vibrant and welcoming community where every faculty, staff, and student is valued and empowered to grow.

Rice is committing to unparalleled excellence as we work to become the premier university in the world for teaching and research. We won’t do it like any other institution. We will do it with humanity for the good of humankind. We will do it on a personalized scale as only Rice can.

The Rice Experience is our excellence and culture of care — the close interactions between faculty and students, the interdisciplinary connectedness of our fields of study, the commitment and ownership to Rice and our community. Learn more about Rice University’s newly launched ten-year strategic plan Momentous .

At Rice, we share core values—Responsibility, Integrity, Community, and Excellence—that shape our culture and guide how we engage with one another and the world around us. These values define our commitment to fostering an inclusive environment where diversity is embraced, creativity is nurtured, and personal and professional growth is supported.

Join us in building a community where every voice matters and every contribution is celebrated. Here, your work will have a meaningful impact, and you will be part of something extraordinary. Rice seeks a dynamic, constituent-focused contributor to join us as a Support Specialist II.

Rice University Office of Information Technology (OIT)

OIT will provide excellent constituent service, acting as a strategic partner to advance Rice University’s priorities and mission of “path-breaking research, unsurpassed teaching, and contribution to the betterment of our world.”

IT will fuel innovation at speed across the university by building a culture of trust, using an effective and service-focused operating model, driving seamless experiences, and providing core IT capabilities.

The Campus Technology Services Team

Campus Technology Services provides front-line technology support services to enhance the university’s mission and goals related to research, teaching and learning and scholarship. This service is provided through individual consultation and communication with faculty, staff, and students.

Position Summary

The Support Specialist II provides technical support on hardware, software, peripherals, and network connectivity. They provide support, instruction, and advice on Rice’s digital environment. This position applies developed subject matter knowledge to solve common and complex issues within established guidelines and serves as part of the Office of Information Technology (OIT) Campus Technology Services team.

The ideal candidate is process and service-oriented, proactive and has outstanding time management and organizational skills.

Why You’ll Love Working Here:

At Rice University, we believe in the power of people. As a Technical Analyst, you’ll have the opportunity to shape a positive and thriving campus climate, influence institutional strategy, and leave a legacy of growth, belonging, and excellence. Join us as we continue to create a dynamic, diverse, and supportive community .

This position is on-site and may offer a hybrid work schedule after a probationary period, combining both in-office and remote work to provide flexibility and support collaboration. Per Rice policy 440 , work arrangements may be subject to change.

This is a full-time, benefits-eligible position. The salary range will start at $60,000, and the potential for a higher amount will be commensurate with experience and qualifications. *Exempt (salaried) positions under FLSA are not eligible for overtime.

Minimum Requirements

• Bachelor's Degree
  • 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 experience working collaboratively and independently to provide highly customized IT support services to constituents
  • 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
• Skilled Required
  • Demonstrated intermediate knowledge of the concepts, practices, and procedures of IT support and customer service
  • 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

OIT Competency Expectations

Trust Building and Stakeholder Engagement

• Foster trust across the campus by being transparent, reliable, consistent, and solution-oriented in communication and execution. Ensure clear, consistent, and timely communication with all constituents, maintaining a service-oriented mindset and addressing challenges with integrity.

Collaboration and Cross-functional Leadership

• Lead through collaboration, working across departments and with external partners to achieve shared goals. Cultivate strong, collaborative relationships with academic, research, and administrative units to develop and implement IT solutions that enhance institutional success. Establish intentional periodic check-ins to support active collaboration efforts.

Agility and Responsiveness

• Be adaptive and responsive to the dynamic needs of the university community, ensuring swift, effective service delivery. Anticipate challenges and pivot quickly to address issues, focusing on creating seamless and user-friendly experiences.

Operational Excellence and Continuous Improvement

• Maintain a culture of continuous improvement in all IT operations to ensure efficient and effective service delivery. Regularly assess and optimize processes, systems, and technologies to enhance performance, scalability, and user satisfaction.

Preferences

• Experience Preferred
  • Practical experience as a consultant in a computing environment
  • Experience in an academic or research computing environment
  • Experience working in a dynamic environment
  • Experience working as part of a call center team
  • Experience writing process documentation
• Licenses/Certifications Preferred
  • General PC Hardware
  • Windows
  • Apple
  • JAMF
  • ITIL
  • Networking
• Skills Preferred
  • Ability to support basic Audio/Visual configurations and connectivity
  • Linux system administration
  • Knowledge of security and networking protocols

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
• Investigate and test new tools, systems, techniques, and software products
• Works on projects requiring expertise and creativity in the analysis and deployment of technology
• Provides first-line technical support to constituents on software, hardware, peripheral, and networking systems
• Acts as a team or project lead on small to medium-scope projects, providing direction to the team and facilitating communication and information validation
• Promotes computer literacy among departmental clients and team members
• Performs all other duties as assigned

Additional Functions

• Maintains a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner
• Keeps clients and team members informed about new computing software, hardware, and information resources
• Provides one-on-one, small group, or workshop-style training to faculty and staff related to the digital environment

Workplace Requirements

• Physical Demands
  • Ability to move around campus
  • Ability to lift a personal computer, monitor, or printer of up to 25 pounds
• Working Conditions
  • May require extended work hours and availability outside normal working hours

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

Rice Mission and Values: Mission and Values | Rice University

Rice University is an Equal Opportunity Employer committed 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.

Rice University is committed to ensuring Equal Employment Opportunity and the full inclusion of all qualified persons in the workplace. This commitment includes providing reasonable accommodations to persons with disabilities. For applicants with disabilities who require a reasonable accommodation for any part of the application or hiring process, please contact Rice University’s Disability Resource Center at 713-348-5841 or adarice@rice.edu for support.