IT Support Specialist II

IT Support Specialist IIThe IT Support Specialist II serves as a key member of the IT Client Support Services team, reporting directly to the Manager of IT Client Support Services. This advanced technical position is responsible for delivering high-level support to faculty, staff, and students in the effective use of technology, encompassing both hardware and software systems. The role involves diagnosing and resolving complex technical and procedural issues, often through hands-on training and one-on-one support sessions. The specialist ensures the stability, accessibility, and optimal configuration of assigned systems and components, while adhering to established guidelines and best practices. This position requires a proactive, solutions-oriented mindset with the ability to creatively analyze problems and implement effective resolutions. As a forward-thinking innovator, the IT Support Specialist II contributes to enhancing the university's technology landscape helping to shape a more personalized, engaging, and transformative experience for the campus community.Significant duties & responsibilities include: Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.; Bring innovative ideas to the teaching and learning aspect to higher education.; Analyze user requirements, procedures, and problems; develop technical solutions.; Provide advanced support on various software packages, hardware and peripheral devices.; Install, upgrade, configure and perform maintenance to software, hardware, and peripheral equipment following design specifications.; Provide training on technology hardware to meet the needs of faculty and students for a successful teaching and learning experience.; Provide support and training on software, to include all classroom and lab software, and all video conferencing tools available to CSU.; Test and monitor software, hardware, and peripheral equipment to evaluate use, effectiveness, and adequacy of product for end-users.; Inspect, configure, and prepare equipment for delivery to end-users.; Perform remote access to resolve technical issues.; Hardware Life Cycle Management: Manage end user hardware, classroom hardware, and non-academic space hardware; forecasting end of life cycle, refreshes, and keeping 5-year refresh plan up to date.; Inventory Management: Help manage and maintain inventory of devices across campus.; Maintain complete records of daily activities, problems, and remedial action taken in a ticketing database.; Provide users with ongoing technical support by developing documentation.; Provide timely response and resolution or escalation to serviceable trouble tickets.; Other duties as assigned.Required qualifications include: Minimum qualifications include a bachelor's degree and 2-5 years applicable experience or an equivalent combination of education, training, and experience that demonstrates the ability to perform the required skills.The proposed annualized salary range for this position is 40,253 - 43,784 and includes full benefits.Knowledge, skills, & abilities include: Excellent working knowledge of technology.; Highly organized and effective at prioritizing in a fast-paced environment.; Ability to follow CSU strategic plan especially in helping students be successful.; Self-starter with the ability to handle multiple tasks and deadlines with minimal supervision.; High level of problem-solving ability as well as the ability to work closely with faculty and staff.; Must have extensive experience with computer systems and business software programs including MS Office, Windows, and Mac OS.; Knowledge of PC configurations and PC imaging processes.; Must be able to lift up to 50 pounds of equipment.; Excellent customer service and professional domineer.; Strong oral and written communication skills.; Scheduling and time maintenance skills are essential.If you have any questions, please contact Devon Tucker, Hiring Manager, via email at View email address on click.appcast.io.