IT Support Specialist I

SUMMARY OF POSITION: Reporting to the CIO, the IT Support Specialist I provides first level support through a courteous, helpful, unbiased and professional manner to students, faculty, and staff by installing, maintaining, and repairing all university supported hardware and software. Troubleshoot computer, application, network, and printer related problems, determine problem source, and advise on appropriate action. Take ownership of customer support issues and respond effectively until resolution.

Essential Duties/ Non-essential Duties And Responsibilities

Computer (80%)

• Install, maintain, and troubleshoot all internal and external software for Converse systems and peripheral devices including, but not limited to Windows and Mac devices, laptops, handheld devices and digital media devices.
• Troubleshoot and assess risk and provide solutions related to malware removal and anti-virus
• Resolvehelpdeskticketsforfaculty,staff,andstudentsinaprofessionalandtimely
• Install, troubleshoot and problem resolution for standard and customized software and
• Update and maintain accurate data and inventory of all devices, assets, software and license
• Must communicate with internal and external customers in a positive, solution-oriented
• Responsible for communicating with outside vendors to procure pricing estimates on software and hardware on behalf of Converse.
• Tracking and routing problems and requests, and document resolutions
• Identifying and escalating situations requiring urgent attention
• Testing equipment that has been repaired prior to returning the equipment to the user
• Mentor student workers
• Provide documentation and knowledge-based articles on deployment, policies and procedures
  
  

Multimedia (20%) (not limited to: projectors, smart boards, document cameras, mixers)

• Set-up and tear down equipment for special events
• Installing and maintaining all multimedia equipment when feasible
• Provide assistance to departments and offices of the university with multimedia related issues
• Maintain and update documentation on all multimedia equipment
  
  

Job Qualifications

Minimum qualifications:

• Bachelor'sDegreeinInformationTechnology,ComputerScienceorrelateddiscipline,
  
  

equivalency in other degree, certificates and 6 months-1 year of experience are accepted.

Preferred Qualifications

• Proven experience as an Intern in technology related field, Helpdesk Technician, or similar Minimum of 1 year experience preferred.
• Experience with Windows and Mac devices
  
  

Knowledge/Skills/Abilities

• Ability to provide technical support to users
• Ability to explain technical concepts in non-technical terms to faculty, staff and students
• Be knowledgeable and keep current by reading, interpreting, and applying information on technological changes and updates
• Knowledge of computer hardware and software
• Basic network connectivity troubleshooting
• Skill to prepare clear and concise written communications
• Ability to research technical manuals and guides to respond to user questions; prioritize requests, organize, schedule, and coordinate a variety of activities and projects
• Ability to learn new software and hardware packages
• Adapt to changes in technology
• Work independently and as a team member
• Well-grounded philosophy of honesty, integrity, and respect
• Demonstrated ability to establish and maintain effective and collaborative working relationships with various constituents including both internal to the organization and with the public
• Ability to work with and engage a diverse group of people
• Ability to work independently yet value and support a team-based environment
• Demonstrated professionalism and positive attitude
  
  

GUIDELINES AND SUPERVISION: The IT support specialist I reports to the CIO and operates as part of the CT team but executing work for faculty, staff and students at Converse University. Under general supervision this specialist responds to and diagnoses problems through discussions with users. Work is characterized as solving known issues that can be escalated to a higher level when necessary (mid-level). The work will be completed in an independent way. The Specialist will oversee student workers.

Work Schedule

Monday-Thursday 8:00-5:00, Friday 8:00-1:00

Display a willingness to work additional hours during the week and/or weekend, if required.

Licenses: NA

DISCLAIMER: The preceding job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this classification. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

We believe that a diverse faculty and staff are essential to achieving academic excellence; thus, we strongly encourage applications from candidates from all racial, ethnic and cultural backgrounds.