Computer Support Specialist II - Bozeman, MT

  • Gallatin College
  • Bozeman, MT, USA
  • May 31, 2022
Full time Communication Information Technology Mid Level Networking (IT) Software

Job Description

Announcement Number STAFF - VA - 22331
For questions regarding this position, please contact:
Peter Martinson
Strategic IT Managing Director
University Services
peter.martinson@montana.edu
406-994-6749
Classification Title Computer Supp Spec II
Working Title Computer Support Specialist II
Brief Position Overview
The full-time Computer Support Specialist II is a member of the University Information Technology department working within the University Services IT Department –
Desktop Support Team supporting the IT needs of University Services.

Under the direction and guidance of senior IT staff, the Computer Support Specialist II will be responsible for providing customer service for staff and students. The candidate will analyze, troubleshoot, diagnose and resolve complex user technical problems. Additionally, the candidate will provide assistance and troubleshooting for advanced technical issues in areas including workstations, mobile devices, computer peripherals, software applications, operating systems and network connectivity.
Position Number 4M1032
Department University Svcs Team
Division University Services
Appointment Type Classified
Contract Term  
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 $17.348 to $24.287 per hour, commensurate with experience, education, and qualifications.
Contract Type Classified Hourly
If other, please specify  
Recruitment Type Open
Position Details

 

General Statement
University Services Information Technology (US IT) Group is a service organization that supports University Services. US IT Group is committed to excellence in promoting, developing and delivering information technology services and resources to its clients, and facilitating their use. It is comprised of two teams; The Software Development & Applications Support Team & the Network & Desktop Support Team.

University Services is comprised of Campus Planning, Design & Construction; Facilities Services; Safety & Risk Management; Mail Services, and the Office of Space Planning. These departments deliver a broad range of essential, cost-effective, and professional services to MSU’s students, faculty, staff, and broader constituencies.
Duties and Responsibilities
Desktop Support:
    • Research and interpret technical documentation.
    • Prioritize workload to meet the needs of the end user and the UIT.
    • 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.
    • Participate in the development and management of IT service offerings.
    • Make recommendations for system optimization/improvement.
    • Monitor service metrics, processes, and procedures to assure a high degree of customer satisfaction and operational efficiency.
    • Manage available resources in UIT and US IT to ensure proper service delivery.
    • Analyze, troubleshoot, diagnose, and resolve complex user technical problems.
    • Provide technical support for computer hardware, software, peripheral devices, and desktop systems by troubleshooting, interpreting, analyzing and resolving problems.
    • Install and configure computers and other computing devices in accordance with standards and operational requirements.
    • Monitor performance and assess system functionality and integrity, perform hardware and software upgrades on computing devices and peripheral devices.
    • Support JAMF MDM solution in support of Facilities iPads in conjunction with UIT and JAMF oversight.
    • Make recommendations for system optimization/improvement.
    • Ensure compliance with security requirements.
    • Maintain technical currency through reading and training.

 

 
Knowledge Management:
  • 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.
 
Consultation:
  • Provide Help Desk support through ticket submission and end user support.
  • Provide after-hours support as needed.
  • Communicate technical information to technical and non-technical personnel in an understandable manner.
  • Maintain technical currency through reading and training.
  • Support of webcams, body cams, mobile devices, tablets, laptops, desktops, and printers.
  • Work with University Services IT student help.

Planning and Communication:
  • Coordinate tasks based on priority in consultation with University Services IT and UIT Staff.
  • Communicate and coordinate time schedules and deadlines with users and IT team.
  • Communicate technical information to technical and non-technical personnel in an understandable manner.
  • Maintain technical currency through reading and training.

Security Responsibility:
  • Follow information security best practices and abide by University security policies and the guidance of the Enterprise Security Group.
  • Positively communicate, encourage and assess information security needs and recommend best practices.
Required Qualifications – Experience, Education, Knowledge & Skills
  1. Demonstrated experience at Level 1 support in a complex networked environment of computer resources and enterprise services, or an equivalent combination of relevant education and experience.
  2. Demonstrated experience providing computing systems and peripheral end user support and hardware and software configuration.
  3. Demonstrated knowledge of basic security techniques such as virus scanning, and wipe and restore operations.
  4. Demonstrated knowledge of Microsoft Windows, Office 365 and other MSU software applications.
  5. Demonstrated experience providing customer support for client/server applications, for common workstation applications, and printing support.
Preferred Qualifications – Experience, Education, Knowledge & Skills
  1. Demonstrated knowledge of end-user and computer support essentials with a proven ability to provide a high degree of customer satisfaction and operational efficiency.
  2. Demonstrated knowledge of basic enterprise security practices.
  3. Demonstrated knowledge of common security solutions.
  4. Demonstrated ability applying troubleshooting techniques.
  5. Demonstrated ability to creatively solve problems within a well-defined computing environment with a wide variety of technical needs.
The Successful Candidate Will
The successful candidate will also have the following abilities:

  • Experience using Active Directory and Group Policy for computer management.
  • Ability to work in a self-directed manner with diverse user support groups.
  • Consistently exercise initiative and good judgment while prioritizing workload to meet deadlines with minimal supervision.
  • Communicate effectively both verbally and in writing; maintain confidentiality of records and information.
  • Represent the department and MSU to others in a professional and courteous manner.
  • Work effectively and cooperate with all university IT staff in a team-oriented environment.
  • Demonstrate excellent interpersonal skills.
Position Special Requirements/Additional Information
In accordance with MSU policy, hiring will be conditional upon successful completion of a pre-employment background check.

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
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 successful completion of search
Position End Date (if temporary)  
Open Date  
Close Date  
Applications will be:
Screening of applications will begin on or before May 18, 2022; however, applications will continue to be accepted until the position is filled.
 
Special Instructions  
Diversity Statement

Montana State University values diverse perspectives and is committed to continually supporting, promoting and building an inclusive and culturally diverse campus environment. MSU recognizes the importance of work-life integration and strives to be responsive to the needs of dual career couples.



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.



MSU’s Non-Discrimination Policy and Discrimination Grievance Procedures can be located on the MSU Website: https://www.montana.edu/hr/recruitment/dualcareer.html

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter