UIT Support Specialist

Position Details

Position Information

Announcement Number STAFF - VA - 26354 For questions regarding this position, please contact:

Cathy Moberg

406-994-4942

cathy.moberg@montana.edu

Classification Title Computer Supp Spec II Working Title UIT Support Specialist Brief Position Overview

The UIT Support Specialist provides comprehensive customer-focused IT support through both real-time phone intake and on-site endpoint assistance for the MSU community. This role resolves a wide range of technical issues involving computers, mobile devices, software, operating systems, printing, connectivity, and account or access concerns. By delivering responsive remote troubleshooting along with in-person deskside service, the technician ensures consistent, reliable support across all UIT service channels.

Position Number 4M1199, 4M1677 Department UIT USG Desktop Support 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 $23.00 to $25.25 per hour, commensurate with experience, education, and qualifications Contract Type Classified Salary If other, please specify Recruitment Type Open

Position Details

General Statement

The UIT Support Specialist provides comprehensive technical support to the MSU community through both phone based intake, ticket processing and deskside assistance. The position is responsible for troubleshooting and resolving issues involving Windows and macOS devices, mobile technologies, software applications, operating systems, printing, network connectivity, and account or identity access. The technician applies ITSM-aligned practices for managing incidents and service requests, contributes to the development and maintenance of knowledge resources, and supports the implementation of security best practices in coordination with the Enterprise Security Group.

Duties and Responsibilities

Service Desk & Intake

• Triage and resolve incidents and requests via phone, ticketing system, chat, and walk-in support; escalating as needed per established procedures.
• Provide clear, timely updates and follow-through to closure, maintaining strong customer satisfaction.
  
  

Deskside & Field Support

• Perform deskside troubleshooting for workstations, laptops, mobile devices, and peripherals (Windows/macOS).
• Support endpoint imaging configuration, and deployment using UIT approved tools and standards.
• Resolve common printing issues (driver, queue, connectivity) and assist with printer installs and maintenance coordination.
• In coordination with the UIT Virtual Desktop Infrastructure (VDI) team support virtualized computer labs: device setup, image refresh, basic hardware swaps, and onsite issue resolution.
• Assist with basic hardware repairs and part replacements within scope and vendor guidance.
  
  

Accounts, Access, and Core Services

• Assist with identity and access tasks (e.g., password resets, MFA guidance, group membership requests) following UIT policies.
• Support M365/, Teams, common productivity suites, and enterprise file storage and collaboration tools.
• Troubleshoot client-side connectivity (wired/wireless), VPN, and resource access issues; perform basic IP/client configuration checks.
  
  

Knowledge, Process, and Tools

• Contribute to and maintain knowledge base articles and self-help content (KCS-aligned practices).
• Use enterprise ticketing and endpoint management tools in accordance with UIT standards and data handling policies.
• Identify recurring issues; suggest knowledge updates or process improvements to reduce repeat incidents.
  
  

Security & Compliance

• Promote and follow security best practices under the guidance of the Enterprise Security Group.
• Support basic vulnerability remediation steps on endpoints per UIT standards (e.g., patching, configuration baselines).
• Handle customer and institutional data in accordance with applicable policies, standards, and regulations.
  
  

Required Qualifications – Experience, Education, Knowledge & Skills

• Experience providing technical support in a networked, Enterprise, or higher education environment, or an equivalent combination of education and experience.
• Hands‑on experience supporting Windows and macOS endpoints, mobile devices, and commonly used software and productivity applications, including Microsoft 365.
• Demonstrated ability to deliver high-quality customer service across phone, ticketing, and in person interactions, with proficiency using remote support tools.
• Familiarity with core services and concepts such as Active Directory/Azure AD, email configuration, file sharing, wireless connectivity, VPN, and basic client-side networking.
  
  

Preferred Qualifications – Experience, Education, Knowledge & Skills

• Experience with enterprise endpoint management platforms such as Intune, MECM, Jamf, or comparable tools.
• Training or certifications related to IT service management (e.g., ITSM/ITIL) or knowledge management frameworks such as HDI KCS.
• Experience in higher education and/or enterprise IT environments.
• Experience in service desk operations, including intake workflow, escalation practices, incident or request processes, and fundamental security principles.
• Experience with enterprise ticketing platforms (e.g., SolarWinds Web Help Desk or equivalent).
  
  

The Successful Candidate Will

• Build strong partnerships with customers, UIT peers, student workers, and campus offices through consistent service and professionalism.
• Perform intuitive and analytical troubleshooting, following documented procedures, within a collaborative cross-team environment.
• Communicate clearly with both technical and nontechnical audiences; translate technical details into user-friendly guidance.
• Prioritize effectively, meet deadlines, and work independently with appropriate judgment and attention to detail.
• Research and resolve technical issues; proactively flag patterns and recommend improvements.
• Create concise documentation and contribute to web-based knowledge materials.
• Show curiosity for new and emerging technologies and how they can enhance campus experiences.
• Represent MSU and UIT in a professional, courteous manner.
  
  

Position Special Requirements/Additional Information

This position is not eligible for sponsorship.

In accordance with MSU policy, hiring will be conditional upon successful completion of a pre-employment background check.

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, a valid Montana driver’s license must be obtained within 60 days of hire.)

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

• Occasional after-hours support may be required (e.g., maintenance windows, urgent incidents, or deployments).
• Work in an open office with walk-in traffic, phone calls, and frequent interruptions.
• Travel across campus for deskside and lab support; occasional lifting/moving of equipment up to 30 lbs.
  
  

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 2 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 17, 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 (*).