What are the responsibilities and job description for the IT Support Specialist II position at Inside Higher Ed?
Job Title: IT Support Specialist II
Location: Columbus State University
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 292776
About Us
Great universities inspire the very best in us. They nurture new ideas, fresh perspectives, and creative problem-solving. They challenge students to discover their passions - and to turn those passions into thriving careers that improve our world.
Columbus State University is exactly that kind of place. With exceptional facilities, ideal class sizes, and unique field experiences, our students have room to create. Here, every faculty and staff member is part of the educational process, actively mentoring students and championing each new step in their journey.
Located just 100 miles southwest of Atlanta, CSU is part of the University System of Georgia and offers a variety of benefits to full-time benefits-eligible employees and some of our half-time (or more) employees. Benefits that may be elected could include health insurance, dental insurance, life insurance, Teachers Retirement System (or Optional Retirement Plan), as well as earned vacation time, sick leave, and 13 paid holidays (if applicable). Also, our full-time employees who have been employed with us successfully for more than 6 months can be considered for the Tuition Assistance Program. Consider applying with us today!
Department Information
University Information and Technology Services
Job Summary
The IT Support Specialist II serves as a key member of the IT Client Support Services team, reporting directly to the Manager of IT Client Support Services. This advanced technical position is responsible for delivering high-level support to faculty and staff in the effective use of technology, encompassing both hardware and software systems. The role involves diagnosing and resolving complex technical and procedural issues, often through hands-on training and one-on-one support sessions. The specialist ensures the stability, accessibility, and optimal configuration of assigned systems and components, while adhering to established guidelines and best practices. This position requires a proactive, solutions-oriented mindset with the ability to creatively analyze problems and implement effective resolutions. As a forward-thinking innovator, the IT Support Specialist II contributes to enhancing the university's technology landscape - helping to shape a more personalized, engaging, and transformative experience for the campus community.
Responsibilities
Significant Duties & Responsibilities include: Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.; Bring innovative ideas to the teaching and learning aspect to higher education.; Analyze user requirements, procedures, and problems; develop technical solutions.; Provide advanced support on various software packages, hardware and peripheral devices.; Install, upgrade, configure and perform maintenance to software, hardware, and peripheral equipment following design specifications.; Provide training on technology hardware to meet the needs of faculty and students for a successful teaching and learning experience.; Provide support and training on software, to include all classroom and lab software, and all video conferencing tools available to CSU.; Test and monitor software, hardware, and peripheral equipment to evaluate use, effectiveness, and adequacy of product for end-users.; Inspect, configure, and prepare equipment for delivery to end-users.; Perform remote access to resolve technical issues.; Hardware Life Cycle Management: Manage end user hardware, classroom hardware, and non-academic space hardware; forecasting end of life cycle, refreshes, and keeping 5-year refresh plan up to date.; Inventory Management: Help manage and maintain inventory of devices across campus.; Maintain complete records of daily activities, problems, and remedial action taken in a ticketing database.; Provide users with ongoing technical support by developing documentation.; Provide timely response and resolution or escalation to serviceable trouble tickets.; Other duties as assigned.
Required Qualifications
Required Qualifications include: A bachelor's degree and 2-5 years applicable experience or an equivalent combination of education, training, and experience that demonstrates the ability to perform the required skills.
Proposed Salary
The proposed annualized salary range for this position is $40,253 - 43,784 and includes full benefits.
Knowledge, Skills, & Abilities
Knowledge, Skills, & Abilities include: Excellent working knowledge of technology.; Highly organized and effective at prioritizing in a fast-paced environment.; Ability to follow CSU strategic plan especially in helping students be successful.; Self-starter with the ability to handle multiple tasks and deadlines with minimal supervision.; High level of problem-solving ability as well as the ability to work closely with faculty and staff.; Must have extensive experience with computer systems and business software programs including MS Office, Windows, and Mac OS.; Knowledge of PC remote and PC imaging processes.; Must be able to lift up to 50 pounds of equipment.; Excellent customer service and professional domineer.; Strong oral and written communication skills.; Scheduling and time maintenance skills are essential.
Contact Information
If you have any questions, please contact Brandon Lindley, Hiring Manager, via email at lindley_brandon1@columbusstate.edu.
USG Core Values
The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.
Institutional Values
Requirements
All selected candidates are required to submit and successfully pass a background investigation to include reference checks and verification of academic credentials (if applicable). Other additional requirements may be required based upon specific position duties:
For Faculty Hires: Final candidates will be required to provide proof of completed academic degree(s) as well as post-secondary coursework in the form of original transcript(s). Those candidates trained by a foreign institution will also be required to provide an educational/credential evaluation.
All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond. Additionally, all members of the USG community must adhere to the USG Statement of Core Values must also be aware of and comply with the Board of Regents policies on Freedom of Expression and Academic Freedom.
Equal Employment Opportunity
Columbus State University is proud to be an equal employment, equal access, and equal educational opportunity institution. It is the policy of our institution to recruit, hire, train, promote and educate persons without regard to race, color, national or ethnical origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws.
Other Information
This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel
Background Check
Visit Columbus State University's online Careers portal to drive your career with us! The online applicant system provides you with the ability to review job opportunities and apply to those that you are interested in and feel qualified for. Each job posting has a summary description of the position and required qualifications. All job applications must be submitted through the online portal system.
Location: Columbus State University
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 292776
About Us
Great universities inspire the very best in us. They nurture new ideas, fresh perspectives, and creative problem-solving. They challenge students to discover their passions - and to turn those passions into thriving careers that improve our world.
Columbus State University is exactly that kind of place. With exceptional facilities, ideal class sizes, and unique field experiences, our students have room to create. Here, every faculty and staff member is part of the educational process, actively mentoring students and championing each new step in their journey.
Located just 100 miles southwest of Atlanta, CSU is part of the University System of Georgia and offers a variety of benefits to full-time benefits-eligible employees and some of our half-time (or more) employees. Benefits that may be elected could include health insurance, dental insurance, life insurance, Teachers Retirement System (or Optional Retirement Plan), as well as earned vacation time, sick leave, and 13 paid holidays (if applicable). Also, our full-time employees who have been employed with us successfully for more than 6 months can be considered for the Tuition Assistance Program. Consider applying with us today!
Department Information
University Information and Technology Services
Job Summary
The IT Support Specialist II serves as a key member of the IT Client Support Services team, reporting directly to the Manager of IT Client Support Services. This advanced technical position is responsible for delivering high-level support to faculty and staff in the effective use of technology, encompassing both hardware and software systems. The role involves diagnosing and resolving complex technical and procedural issues, often through hands-on training and one-on-one support sessions. The specialist ensures the stability, accessibility, and optimal configuration of assigned systems and components, while adhering to established guidelines and best practices. This position requires a proactive, solutions-oriented mindset with the ability to creatively analyze problems and implement effective resolutions. As a forward-thinking innovator, the IT Support Specialist II contributes to enhancing the university's technology landscape - helping to shape a more personalized, engaging, and transformative experience for the campus community.
Responsibilities
Significant Duties & Responsibilities include: Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.; Bring innovative ideas to the teaching and learning aspect to higher education.; Analyze user requirements, procedures, and problems; develop technical solutions.; Provide advanced support on various software packages, hardware and peripheral devices.; Install, upgrade, configure and perform maintenance to software, hardware, and peripheral equipment following design specifications.; Provide training on technology hardware to meet the needs of faculty and students for a successful teaching and learning experience.; Provide support and training on software, to include all classroom and lab software, and all video conferencing tools available to CSU.; Test and monitor software, hardware, and peripheral equipment to evaluate use, effectiveness, and adequacy of product for end-users.; Inspect, configure, and prepare equipment for delivery to end-users.; Perform remote access to resolve technical issues.; Hardware Life Cycle Management: Manage end user hardware, classroom hardware, and non-academic space hardware; forecasting end of life cycle, refreshes, and keeping 5-year refresh plan up to date.; Inventory Management: Help manage and maintain inventory of devices across campus.; Maintain complete records of daily activities, problems, and remedial action taken in a ticketing database.; Provide users with ongoing technical support by developing documentation.; Provide timely response and resolution or escalation to serviceable trouble tickets.; Other duties as assigned.
Required Qualifications
Required Qualifications include: A bachelor's degree and 2-5 years applicable experience or an equivalent combination of education, training, and experience that demonstrates the ability to perform the required skills.
Proposed Salary
The proposed annualized salary range for this position is $40,253 - 43,784 and includes full benefits.
Knowledge, Skills, & Abilities
Knowledge, Skills, & Abilities include: Excellent working knowledge of technology.; Highly organized and effective at prioritizing in a fast-paced environment.; Ability to follow CSU strategic plan especially in helping students be successful.; Self-starter with the ability to handle multiple tasks and deadlines with minimal supervision.; High level of problem-solving ability as well as the ability to work closely with faculty and staff.; Must have extensive experience with computer systems and business software programs including MS Office, Windows, and Mac OS.; Knowledge of PC remote and PC imaging processes.; Must be able to lift up to 50 pounds of equipment.; Excellent customer service and professional domineer.; Strong oral and written communication skills.; Scheduling and time maintenance skills are essential.
Contact Information
If you have any questions, please contact Brandon Lindley, Hiring Manager, via email at lindley_brandon1@columbusstate.edu.
USG Core Values
The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.
Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.
Institutional Values
- Excellence: Actively engaging outstanding methods in teaching, academic discovery, creative pursuits, student success, cultural enrichment and the overall campus community.
- Creativity: Pursuing distinction through inquiry and innovation, challenging convention and focusing on solutions.
- Engagement: Dynamic civic involvement and participation of students, faculty, staff and alumni in the university experience.
- Sustainability: Advancing fiscal responsibility, well-being, innovation, lifelong learning and environmental stewardship.
- Inclusion: Cultivating and championing a campus environment that welcomes diverse backgrounds, ideas, perspectives and practices.
- Servant Leadership: Leading through ethical empowerment and service.
Requirements
All selected candidates are required to submit and successfully pass a background investigation to include reference checks and verification of academic credentials (if applicable). Other additional requirements may be required based upon specific position duties:
- A credit check completed for Positions of Trust and or approved departmental Purchase Card usage;
- Pre-employment drug testing for positions with high-risk responsibilities.
- Motor vehicle reports are required for positions that are required to drive a Columbus State University fleet vehicle or other vehicle designated as a fleet vehicle. A successful drug screening will be required as a condition of employment a randomly thereafter.
For Faculty Hires: Final candidates will be required to provide proof of completed academic degree(s) as well as post-secondary coursework in the form of original transcript(s). Those candidates trained by a foreign institution will also be required to provide an educational/credential evaluation.
All employees are responsible for ensuring the confidentiality, availability, and integrity of sensitive information by exercising sound judgment and adhering to cybersecurity and privacy policies during their employment and beyond. Additionally, all members of the USG community must adhere to the USG Statement of Core Values must also be aware of and comply with the Board of Regents policies on Freedom of Expression and Academic Freedom.
Equal Employment Opportunity
Columbus State University is proud to be an equal employment, equal access, and equal educational opportunity institution. It is the policy of our institution to recruit, hire, train, promote and educate persons without regard to race, color, national or ethnical origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws.
Other Information
This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is considered a position of trust.
This position does not require a purchasing card (P-Card).
This position will not travel
Background Check
- Position of Trust Education
Visit Columbus State University's online Careers portal to drive your career with us! The online applicant system provides you with the ability to review job opportunities and apply to those that you are interested in and feel qualified for. Each job posting has a summary description of the position and required qualifications. All job applications must be submitted through the online portal system.
Salary : $40,253 - $43,784
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