The End User Support Specialist II, under general supervision, performs complex and non-routine specialized end user support functions, such as troubleshooting, analysis, research, de-bugging, and problem-solving. The End User Support Specialists II confers with faculty, staff and students to understand their unique academic, administrative, or research computing needs or issues. Analyzes and troubleshoots a variety of computing and connectivity problems. They provide Tier I and Tier II support and escalate more complex problems to other technical support teams and/or outside vendors to resolve Tier III issues. Individuals are responsible for documenting solutions to problems and developing end-user guidelines. The End User Support Specialists II operate as a part of or in support of service desk operations. Work with end users in a variety of settings which may include providing phone or e-mail support remotely from a central location, and which may include providing desk side support. On an ongoing basis, they work to improve customer support processes and practices. Individuals assist in the evaluation of new products and technologies, and the definition of desktop standards.
Responsibilities:
Troubleshoot a variety of complex end user computing and connectivity issues through use of superior troubleshooting and problem management skills. Employ advanced cross-disciplined IT skills in order to work towards to resolutions. Provide Tier II and assist with Tier III support. Evaluates and follows through on issues and problems until resolved or escalated.
May coordinate the technical activities of a small project team; assist and mentor other employees in resolving various issues; participate with management personnel in planning, direction, and coordinating operational and/or procedural matters to meet goals and objectives; participate in change management and problem tracking; performs installations, configurations, and maintenance of desktops, laptops, large high capacity/desktop printers, and associated software packages and operating system applications; and perform all or some of the duties of an End User Support Specialist.
Research unique end user needs. Provide guidance, recommendations, and alternative options in the use or selection of a variety of hardware and software products in order to achieve the end user’s goals and in accordance with all standards. May provide training to end users on the general use of widely used applications and/or various specialized software applications.
Collaborate with other technical staff with the implementation of new technology deployments.
Implement the evaluation of new technologies to determine their applicability to end user needs.
Review the accuracy of documentation of end user support methods and procedures. Be knowledgeable of the documentation about foundation architecture, hardware, and software used by the organization. May produce reports and summaries for management including status reports, problem reports, progress summaries, and system utilization reports.
Participate in training and professional development.
Other duties as assigned.
Minimum Requirements
Education –Bachelor’s degree in applicable field or equivalent combination of education and experience.
Experience – Three years of related experience in IT.
Knowledge of – Knowledge of word processing and spreadsheet applications. Knowledge of troubleshooting and problem-solving, client relations skills, requirement assessment and analysis, project management methodology, context and interrelationships, and the Information Technology Interface Library ITIL (ITIL).
Ability to – Ability to multitask and work cooperatively with others.
Licensing / Professional Certification – None.
Physical Requirements – None.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Supervision of Others
This position may supervise employees.
Please note: This is NOT a remote position. The selected candidate will be required to work on campus.
Hours: Monday – Friday; 8am – 5pm (occasional nights and weekends as needed)
Salary: $40,386/year (NON-NEGOTIABLE)
All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check.
Equal Opportunity/Affirmative Action/Veterans/Disability Employer committed to diversity.
Tracking Code2526-433 Job Description Department of Athletics Men’s Soccer Head Coach Xavier University is part of the 500-year-old Jesuit Catholic...
Apply For This JobJob Details Posting Number: S11079P Working Title: Student Affairs Case Manager-Embark@UGA Department: VPSA-Student Care & Outreach About the University of...
Apply For This JobJob Details Job Title: Adjunct Instructor, English Campus: Newton Campus Job Number: 23-ADJ93 Employment Date: Fall and Summer Semesters 2023...
Apply For This JobJob Details Screen reader users may encounter difficulty with this site. For assistance with applying, please contact [email protected]. If you...
Apply For This JobJob Details #job #job-content>p b { font-family: “Montserrat”,sans-serif; margin-right: 1em; display: inline-block; min-width: 15%; text-align: left;} Job no: 495429Work type:...
Apply For This JobThank you for your interest in employment with Louisiana Tech University. POSITION: Instructor, Human Development and Family Science: 9-month appointment...
Apply For This Job