Information Technology User Services Support Specialist

Position Details

Position Information

Announcement Number STAFF - VA - 26371 For questions regarding this position, please contact:

Joshua Turner

joshua.turner2@montana.edu

406-994-3133

Classification Title Computer Supp Spec II Working Title Information Technology User Services Support Specialist Brief Position Overview

As a User Services Support Specialist for University Information Technology, this role provides advanced technical support to staff, students, and faculty with varied technical proficiency for all users at Montana State University.

Position Number TBD Department UIT IT Community Shared Svcs Division VP for Information Technology Appointment Type Classified Contract Term Fiscal Year Semester If other, specify From date If other, specify End date FLSA Non-Exempt Union Affiliation FOCUS-MFPE FTE 1.0 Benefits Eligible Eligible Salary Salary range of $23.00 to $25.25 hourly, commensurate with experience, education, and qualifications Contract Type Classified Hourly If other, please specify Recruitment Type Open

Position Details

General Statement

At Montana State University, we rely on our IT (Information Technology) systems to power the solutions that help drive success for our students, faculty, staff, and the community across the state of Montana. We are seeking an experienced IT Support Specialist to join us on this journey, using their customer service and technology skills to make Montana State more effective and efficient. The IT Support Specialist will be embedded in the Student Wellness Center, a new 165,000 ft. state-of-the-art facility that includes three departments supporting holistic health and wellbeing. The IT Support Specialist will work closely with staff in each area including Campus Recreation, Counseling and Psychological Services, and Student Health Services. In this role, the Support Specialist will support the use of IT systems and assets within Student Wellness, assist with fixes, and provide consultation, training, and support as needed. The ideal candidate will have a strong knowledge of multiple aspects of information technology support, including an understanding and experience with Customer Service Management, IT Service Management, Change Management, Knowledge Management and Process Improvement. Engaging with students, faculty and staff throughout the University, the IT support specialist will immediately impact the efficiency of our operations and overall growth.

Duties and Responsibilities

Customer Service

• Analyze, troubleshoot, diagnose, and resolve complex user technical problems.
• Provide assistance and troubleshooting for advanced technical issues in one or more specializations such as workstations, mobile devices, distributed servers, computer peripherals, software applications, operating systems, and network connectivity.
• Support the operation and troubleshooting of audiovisual (AV) systems, ensuring reliable use of technology in meeting and shared‑use spaces.
• Communicate with a wide range of constituents and knowledge levels regarding technical issues.
• Research and interpret technical documentation.
• Maintain currency in technical competencies.
• Prioritize workload to meet the needs of the end user and Student Wellness.
• Use ticketing system for assignment of task, for tracking time, providing updates to customer, and developing knowledge base.
• Provide training to end users as needed.
• Provide tracking and coordination of onboarding new staff in Student Wellness to ensure IT needs are met.
• Communicate regularly with the AVP of Student Wellness about Student Wellness partners’ IT needs and challenges and share relevant IT communications with the entire Student Wellness team.
• Maintain and update IT inventory within Student Wellness and make recommendations on replacement schedules.
  
  

Service Management

• Manage IT services as assigned including customer-facing and supporting infrastructure services using enterprise tools for desktop management.
• Provide technical guidance and advanced support to IT service analysts.
• Monitor service metrics, processes, and procedures to assure a high degree of customer satisfaction and operational efficiency.
• Design, recommend, and approve changes to service processes and procedures.
• Participate in the development and management of IT service offerings.
  
  

Knowledge Management

• Maintain and update documentation of specialized Student Wellness systems and coordinate communication with vendors as needed.
• Develop centralized system to track IT systems contracting and licensing and work with Student Wellness leadership to ensure compliance with university processes and procedures.
• Contribute content to self-help web and FAQ documentation.
• Collaborate with writers and editors to develop content in a user-friendly format.
• Frequently update common user problems and resolutions.
• Maintain currency in IT service offerings, associated technical support resources, and organizational structures.
  
  

Security Responsibility

• Follow information security best practices.
• Abide by University security policies and the guidance of the Information Security Group.
• Communicate and encourage security best practices throughout campus and within Student Wellness
• Assess specialized information security needs within Student Wellness departments.
• Recommend best practices among customers, including proactively asking questions to determine security needs.
  
  

Required Qualifications – Experience, Education, Knowledge & Skills

• Demonstrated ability to work effectively as a member of a team.
• Demonstrated experience providing customer support for users with workstations with both Mac OS and Windows OS.
• Providing support for mobile device configuration.
• Demonstrated experience providing customer support for client/server applications, for common workstation applications, and printing support.
• Relevant knowledge of industry standard service desk processes and procedures (trouble ticketing, 1st call resolution, escalation, ticket tracking).
• Demonstrated competence of multiple information technology tools, techniques, standards, principles, protocols, languages, applications, systems, or procedures.
  
  

Preferred Qualifications – Experience, Education, Knowledge & Skills

• Demonstrated experience with health care management systems, health care billing systems, appointment systems, medical record databases, and pharmacy management systems.
• Experience supporting audiovisual (AV) systems in meeting and shared‑use spaces.
• Demonstrated experience imaging and deploying computer operating systems in an enterprise environment.
• Demonstrated experience in Higher Education and/or Enterprise IT environments.
• Demonstrated training and or certifications from a recognized authority in ITSM/ITIL best practices.
• Demonstrated IT training and or certifications from a recognized authority.
  
  

The Successful Candidate Will

• Use Customer Service Management best practices to provide exceptional customer service, resolving customer issues effectively and efficiently with a positive and helpful attitude, while using enterprise tools and standards.
• Employ IT Service Management best practices to support the operation of IT services, including end‑user systems and audiovisual (AV) environments, the design of IT services including changes and improvements, and support of the overall service strategy.
• Champion Security Management to help identify security needs and develop, document and support implementation of best practices for customers and colleagues.
• Support Change Management for both customers and colleagues by staying current on changes in enterprise services, overall trends in IT and customer support, while positively supporting these changes with your customers and providing generative feedback to UIT to improve future changes.
• Embracing Knowledge Management best practices to help customers and colleagues easily access, share and update business knowledge, through knowledge creation, organization, updating and sharing.
• Utilize Process Improvement best practices, providing feedback, suggestions, and ideas about processes to ensure continual improvement for the benefit of customers and colleagues.
• Embrace Organizational Engagement through understanding and application of Montana State University and University Information Technologies’ Strategic Plan and translating those goals into your daily work and activities.
  
  

Position Special Requirements/Additional Information

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.

Physical Demands

Must possess a valid driver’s license, an acceptable driving record, and meet all State of Montana requirements to operate State/University vehicles. (If successful candidate possesses a valid out-of-state driver’s license, must obtain a valid Montana driver’s license within 60 days of hire.)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required.

This position has supervisory duties? No

Posting Detail Information

Number Of Vacancies 1 Desired Start Date Upon Completion Of a Successful Search Position End Date (if Temporary) Open Date Close Date Applications Will Be

Screening of applications will begin on April 30, 2026; however, applications will continue to be accepted until an adequate applicant pool has been established.

Special Instructions

This position is not eligible for sponsorship.

EEO Statement

Montana State University is an equal opportunity employer. MSU does not discriminate against any applicant on the basis of race, color, religion, creed, political ideas, sex, sexual orientation, gender identity or expression, age, marital status, national origin, physical or mental disability, or any other protected class status in violation of any applicable law.

In compliance with the Montana Veteran’s Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran’s preference, please complete the veteran’s preference information located in the Demographics section of your profile.

Applicant Documents

Required Documents

• Resume
• Cover Letter
  
  

Optional Documents

Supplemental Questions

Required fields are indicated with an asterisk (*).