User Support Specialist III

Application Instructions

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External Applicants - Click the "Apply" button to complete the external application.

Job Description Summary

The User Support Specialist is responsible for managing a portfolio of workstations, applications and services. These services include print servers, printers, desktop workstations, notebooks, AV equipment, sound equipment, and other core applications. Provides technical support to users both in person and over the phone, as well as through an online ticketing system in an efficient and accurate manner. Performs, coordinates, and documents routine and non-routine installation and maintenance on computing, printing and AV materials and equipment. Makes every effort to apply and inform users of best practices and proactively address potential issues to minimize client impact.

Job Description

DUTIES AND RESPONSIBILITIES:

Note: The following duties are illustrative and not exhaustive. Responsibilities may evolve based on organizational needs, and similar or related tasks may be assigned as necessary. Management reserves the right to assign additional duties as required.

• Provides macOS and Windows technical support to the campus community.
• Supports hardware and software, including installation, configuration, testing, maintenance and troubleshooting of both on premises and cloud solutions.
• Reviews help desk tickets on an ongoing basis and provides Tier 2-3 help desk and end user support.
• Escalates issues appropriately to ensure a timely resolution.
• Documents and suggests changes to processes and policies that directly affect the end user.
• Prepares and provides end user education activities for utilizing technology services as well as educating users on policies and procedures.
• Supports desktop client level security in a client/server environment.
• Prepares and maintains documentation.
• Collaborates with and assists other Institutional Technology teams as well as outside vendors with projects.
• Determines the most effective way to resolve the client’s technical issues and proactively addresses potential issues.
• Engages in research and in-depth troubleshooting to resolve issues.
• Fully documents solutions and steps taken in an online ticket management system in a clear, useful, concise and meaningful manner.
• Responds to tickets in a prompt and clear manner to gather the information needed to resolve issues.
• Configure and troubleshoot Smartphones and other mobile devices within a corporate environment.
• Performs special projects and other duties as assigned.
  
  

Knowledge, Skills And Abilities

Note: The following knowledge, skills, and abilities are representative but not exhaustive. Candidates may be expected to demonstrate additional competencies relevant to the role. Meeting the listed qualifications does not guarantee job placement or advancement.

• Experience supporting Windows and macOS operating systems.
• Working knowledge of Microsoft Office/Office 365 and other standard desktop software packages.
• Experience with operation and troubleshooting equipment associated with AV and presentation systems.
• Commitment to customer service; excellent interpersonal /human relations skills; strong oral and written communications skills.
• Demonstrates self-motivation and strong creative abilities.
• Ability to interact with customers in various forms and handle communications with diplomacy and tact.
• Demonstrates ability to work in a team environment.
• Exhibits sound judgment and maintain confidentiality.
• Excellent organizational, troubleshooting and problem-solving skills.
• Ability to lift 50lbs and push and/or pull a cart.
• Ability to work a flexible schedule to support evening and weekend events.
  
  

Minimum

Education and Experience

• Graduation/certification from a technical program in computer or IT related field or equivalent combination of training and experience.
• Five years of hands-on technical experience of desktop administration and support.
  
  

Preferred

• Bachelor’s degree in computer science, mathematics, or other computer related areas.
• Experience with mobile device management (MDM) solutions, enterprise desktop remote assistance tools, imaging, remote application deployment and patch management.
• Work experience in a Higher Education environment.
• Windows Active Directory/Domain experience.
  
  

Ringling College of Art and Design is an Equal Opportunity Employer. The College provides equal employment opportunity to all persons without regard to sex, age, gender, color, race, national or ethnic origin, religion, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information, or any other basis prohibited by law.