Software Support Specialist II

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UFG is currently seeking a Software Support Specialist to be responsible for installing, configuring, maintaining, and performing intermediate troubleshooting of a wide variety of software and hardware packages. Respond to user requests and provide technical assistance. Hardware includes but is not limited to Windows and Mac computers, IOS devices and Android devices. Software includes but is not limited to Windows Operating System, MacOS, Microsoft Office software, Citrix, Exchange, and various insurance and accounting software packages. Work with Mobile Device Management. Provide documentation and management reporting. Cross train junior staff. Suggest advancements, improvements and opportunities for automation based on new industry information combined with knowledge of our environment. This position primarily supports internal users.

Responsibilities:

• Provide technical assistance via phone, email, remote support, or in-person to employees of UFG in the use of computer hardware and software.
• Respond to requests answering user questions; receive, document, and maintain a record of reported trouble in a ticketing system, following up as necessary.
• Keep users informed of problem resolution status: Use established guidelines to keep users and Help Desk personnel updated on problem resolution status.
• Install and configure applications, system software, hardware, and local peripherals; diagnose and resolve various equipment problems.
• Perform and automate software upgrades and patches as released and tested to keep production software at currently supported levels.
• Manage and administer Unified Endpoint Management solution.
• Perform onboarding/offboarding administration and training for new users.
• Participate in periodic compliance audits.
• Resolve more complex issues forwarded from other team members.
• Maintain equipment inventory.
• Develop and distribute status reports for area of responsibility. Attend regular status meetings to share project status and discuss issues.
• Improve and update technical documentation and FAQs in appropriate areas.
• Collaborate with external groups when appropriate for resolution.
• Look for opportunities to improve our processes and systems with new technologies and automation.
• Keep up-to-date on new technologies via vendor demos, workshops, magazine articles, etc.
• Cross-train junior staff.

Qualifications:

Education:

• High School diploma or equivalent.
• Associate's degree in related field preferred.

Certifications/Designations:

• CompTIA A+, CompTIA Network+, Microsoft 365 certifications or similar IT certifications preferred.

Experience:

• 3+ years' work experience maintaining and/or troubleshooting computers - both software and hardware.
• 3+ years' work experience supporting Microsoft Windows and Microsoft Office products.
• Active Directory experience.
• Group policy experience.
• Experience configuring and maintaining network printers.
• iOS and Android experience.
• Document Management System experience preferred.
• Asset management experience preferred.
• PowerShell scripting knowledge preferred.
• MacOS experience preferred.

Working Conditions:

• General Office Environment.
• Physical requirements will be light to moderate: Able to lift up to 50 lbs for short periods (such as moving a printer) and possibly squat, lay down and work in enclosed spaces for short periods (such as working under a desk/cubicle). Frequency of physical requirements will fluctuate with business needs.

Skills:

• Problem Solving: Identifies problems and uses logic, judgment, and data to evaluate alternatives and recommend solutions to achieve the desired organizational goal or outcome.
• Nimble Learning: Actively learns through experimentation when tackling new problems, using both successes and failures.
• Teamwork: Works with and helps others to accomplish objectives.
• Self-Planning and Prioritization: Plans and organizes work activities; manages several tasks at once.
• Attention to Detail: Ensures information is complete and accurate; follows up with others to ensure that agreements and commitments have been fulfilled.
• Customer Service: Demonstrates a commitment to public service; serves and satisfies internal and external customers; holds self-accountable for quality outcomes.
• Oral Comprehension: The ability to listen to and understand information and ideas presented through spoken words and sentences.
• Written Comprehension: The ability to read and understand information and ideas presented in writing.
• Speaking: Clearly articulates and conveys information to others based upon the audience or situation.
• Writing: Communicating effectively in writing as appropriate for the needs of the audience.

Knowledge:

• Strong technical understanding to support troubleshooting IT-related problems.
• Intermediate knowledge of installation, configuration, and maintenance of Windows operating system.
• Intermediate knowledge of installation, configuration, and maintenance of Microsoft Office applications.
• Intermediate knowledge of configuration and maintenance of iOS and Android devices.
• Intermediate knowledge of installation, configuration, and maintenance of MacOS.