User Support Specialist (30553)

Responsible for providing tier 2 technical support to the IT Help Desk, to assure prompt identification, prioritization, assignment/escalation, and resolution of reported technology problems. The position coordinates closely with IT staff to provide direct support to employees, adjunct faculty, students, and persons external to the University. Primary activities include tickets regarding front end user services support; equipment diagnostics and repair; end user training and identification of equipment requirements and updates to university website. Maintaining ticket support metrics, contact responsibilities and resolution time frames.

Essential Functions:

• Provide quality tier 2 technology support to prospects, students, alumni, and employees by responding to work order needs, calls, and e-mails in a responsive, courteous, and professional manner. Determine solution to and recommend replace versus repair alternatives and, where appropriate, and arrange for temporary support from other resources as needed.
• Record accurate and timely information into the work order system as required by standards and process. Assist individuals who have made an inquiry concerning a work order in the systema and respond in a timely and effective way or escalate, as necessary.
• Provide information, updates and feedback to the user or technical team member as needed.
• Work as a member of the IT User Services team to prioritize work requests, monitor progress to assure issues and problems are resolved and evaluate completed work requests to assess performance, identify recurring problems and initiate early resolution. Communicate with the user as appropriate to manage the needs of their situation. Provide your IT users with a high level of service understanding their dependency on IT support systems.
• Understand the systems in use throughout the University and their interrelationships, maintain knowledge of the operations and maintenance needs, and provide problem determination support as problems arise. Work with others within the department in solving problems at both the systems and operations levels.
• Manage/install classroom technology & provide support/troubleshoot classroom technology issues.
• Help to update and maintain support documentation based on common ticket resolutions.
• Monitor Copy Center tickets. Print the materials included in the copy center ticket. Notify end users when printed materials are completed, with notated deadline in mind.
• Requires participation in a rotating on-call schedule to provide after-hours support for critical IT systems and infrastructure. Position is expected to be available and responsive during assigned on-call shifts to address urgent issues and incidents. This may involve troubleshooting, resolving technical problems remotely or on-site, and/or escalating issues to the appropriate team members.
• Develop knowledge, through training with systems related to required skills below, to provide service in support of these systems and requirements.
• Maintain knowledge of current/future technologies through continued training/learning opportunities and self-motivation.
• Other duties as assigned