Computer Support Specialist II

Computer Support Specialist IIThis position is not eligible for sponsorship.Position InformationAnnouncement Number - STAFF - VA - 27155Classification Title - Computer Supp Spec IIWorking Title - Computer Support Specialist IIBrief Position Overview - The full-time Computer Support Specialist will provide IT support to the University Police Department (UPD), including Parking Services and Emergency Management, while supporting specialized public safety technologies and services critical to daily operations.Position Number - 4M0282Department - University Information TechnologyDivision - VP for Information TechnologyAppointment Type - ClassifiedContract Term - Fiscal YearSemesterIf other, specify From dateIf other, specify End dateFLSA - Non-ExemptUnion Affiliation - FOCUS-MFPEFTE - 1.0Benefits Eligible - EligibleSalary - $23.00 to $24.50 per hour, commensurate with experience, education, and qualificationsContract Type - Classified SalaryIf other, please specifyRecruitment Type - OpenGeneral Statement - The Computer Support Specialist II serves as the primary embedded information technology professional supporting the Montana State University Police Department (UPD), including Parking Services and Emergency Management. The position provides technical support, consultation, and service management for both traditional IT services and specialized public safety technologies. Working closely with public safety personnel, University Information Technology teams, vendors, and external partners, this role supports mission-critical systems while ensuring reliable, secure, and effective technology services. The successful candidate will possess strong technical and customer service fundamentals, a working knowledge of networking and interconnected systems, and the ability to learn and support a diverse portfolio of public safety technologies. Through a combination of operational support, vendor coordination, documentation, and continual service improvement, this position directly contributes to the success of public safety operations at Montana State University.Duties and Responsibilities - Customer Service and Operational SupportTroubleshoot and resolve incidents and service requests through ticket processing, remote support, deskside assistance, and field support.Provide technical support, consultation, training, and guidance to University Police Department (UPD), Parking Services, Emergency Management, and other supported customers.Prioritize workload based on operational impact, customer needs, service commitments, and organizational priorities while maintaining ownership of issues through resolution.Coordinate technology requirements associated with onboarding, role changes, offboarding, and operational needs.Establish productive working relationships with customers and maintain flexibility to support changing operational requirements.Deskside and Field SupportSupport and maintain Windows and macOS endpoints, mobile devices, printers, audiovisual equipment, peripherals, and related technologies.Perform endpoint deployment, configuration, maintenance, replacement, and retirement using University standards and tools.Provide onsite support for technologies deployed in offices, public safety facilities, parking operations, and vehicle-based environments.Troubleshoot integrated systems involving multiple devices, applications, networks, vendors, and service providers.Maintain inventory information and assist with technology lifecycle planning, replacement recommendations, and operational improvements.Public Safety Technology SupportSupport specialized public safety technologies used by UPD, Parking Services, and Emergency Management, including records management systems, digital evidence platforms, body-worn cameras, in-car video systems, mobile technologies, security systems, parking technologies, and related operational technologies.Support vehicle-based and field-deployed technologies including computers, cameras, wireless devices, cellular connectivity solutions, access points, and interconnected systems.Assist with testing, deployment, maintenance, upgrades, troubleshooting, and retirement of public safety technologies.Participate in technology projects involving implementations, upgrades, integrations, migrations, and operational improvements.Identify technology risks, service gaps, recurring failures, and opportunities for operational improvement.Accounts, Access, and Core ServicesSupport identity, access, authentication, Microsoft 365, VPN, collaboration, and enterprise technology services in accordance with University policies and procedures.Coordinate access to specialized public safety applications, vendor platforms, security groups, and operational technologies.Troubleshoot client-side wired, wireless, cellular, VPN, and resource access issues using established troubleshooting methodologies.Document account, access, and support procedures while coordinating with other UIT teams as necessary.Service ManagementApply IT Service Management best practices when managing incidents, requests, assets, changes, knowledge, and continual service improvement activities.Utilize enterprise ticketing systems to document work, communicate with customers, track activities, and coordinate escalations.Coordinate complex incidents involving multiple stakeholders, vendors, service providers, or technical teams.Identify service trends, recurring issues, and opportunities to improve operational efficiency, service quality, and customer satisfaction.Participate in service planning, operational reviews, and technology governance activities.Vendor and Partner ManagementServe as a primary liaison between supported departments, University Information Technology, technology vendors, contractors, government partners, telecommunications providers, and service organizations.Coordinate vendor support activities, maintenance, licensing, upgrades, implementations, and issue escalations.Translate operational requirements into technical requirements and communicate technical information to both technical and nontechnical stakeholders.Coordinate issue resolution across multiple internal and external partners.Participate in vendor meetings, technology reviews, implementation activities, and service improvement discussions.Knowledge, Process, and ToolsDevelop and maintain technical documentation, operational procedures, workflows, training materials, and knowledge base content.Utilize enterprise support, endpoint management, inventory, documentation, and collaboration platforms in accordance with University standards.Promote process improvement, knowledge sharing, operational continuity, and documentation quality across supported services.Security and ComplianceTreat institutional, public safety, law enforcement, investigative, and operational information encountered through this position as confidential unless its release or dissemination has been appropriately authorized, including through established UPD channels when applicable.Protect sensitive institutional, public safety, law enforcement, and investigative information by following established security, privacy, and data handling requirements and promptly reporting potential security, privacy, or compliance concerns.Exercise the utmost care when accessing, handling, storing, transmitting, or discussing sensitive or confidential information, and follow established University and UPD procedures regarding the appropriate use and dissemination of such information.Follow University security policies, standards, and information security best practices.Support technologies operating within CJIS-regulated and other security-sensitive environments.Assist with access controls, endpoint security, vulnerability remediation, compliance requirements, and related security initiatives.Coordinate with the Information Security Group, vendors, leadership, and other stakeholders regarding security-related activities and concerns.Required Qualifications – Experience, Education, Knowledge & Skills - Experience providing technical support in a networked enterprise, public sector, higher education, or similarly complex environment, or an equivalent combination of relevant education and experience.Hands-on experience supporting endpoint technologies, including operating systems, applications, mobile devices, peripherals, and productivity or collaboration tools.Demonstrated ability to provide exceptional customer service through ticket-based, remote, deskside, and field support interactions.Demonstrated experience troubleshooting and resolving hardware, software, application, endpoint, and connectivity issues.Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, wireless networking, VPN technologies, cellular connectivity, and client-side network troubleshooting.Knowledge of IT Service Management (ITSM) principles and practices, including incident management, request fulfillment, escalation, documentation, and continual service improvement.Demonstrated ability to communicate effectively with technical and non-technical audiences while building productive relationships with customers, vendors, technical teams, and other stakeholders.Demonstrated analytical problem-solving skills, sound judgment, organizational ability, and discretion, including the ability to exercise the utmost care when handling sensitive or confidential information and follow established security, privacy, data handling, and communication processes.Preferred Qualifications – Experience, Education, Knowledge & Skills - Experience supporting law enforcement, public safety, emergency management, government, higher education, healthcare, or other mission-critical operational environments.Experience supporting specialized technologies such as records management systems, digital evidence platforms, body-worn