IT Specialist I

IT Specialist I (Technical Support)

The IT Specialist I (Technical Support) is responsible for providing technical support for a full range of business and classroom technology, including computer systems (hardware and software), desk phones, mobile devices, and audio-visual equipment to anyone within the USM organization who needs technical assistance.

Duties include responding to hardware and software problems, updating hardware and software. Support for printers, Wi-Fi, and all peripheral devices on the USM network for faculty, staff, and students at all campuses. Configure and issue laptops; maintain laptop inventory; and provide introductory training at orientation sessions. Install and support audio/visual equipment and special events, (i.e. registration days, new student orientation, check in days, will include infrequent Saturday time). Develops/demonstrates expertise of assigned systems. Manage technical systems that support your functions.

Independently assess a reported problem, determine the likely cause and take appropriate action to resolve the problem in a timely manner. Collaborate with other team members (both internal and external).

Essential Functions:

• Provide customer service for the end user's technology needs, by means of phone, in person or remote control.
• Document all phone calls and work orders in the KACE service desk.
• Respond to KACE support requests and assist in troubleshooting any problems that arise.
• Assign tickets in the KACE service desk to appropriate team members.
• Image, configure and deploy PC/MAC/laptop hardware and software as necessary.
• Move and install computer systems as required.
• Support audio/visual equipment, conference room, and classroom technology.
• Maintain current knowledge of all office applications, Windows and Mac operating systems.
• Assist in the installation and management of software licenses.
• Perform life cycle management, including the transfer of ownership/disposal of computers.
• Exercise initiative in the support of customers.
• Schedule, prioritize and accomplish projects and tasks in a timely and effective manner.
• Have a security mindset and implement security measures.
• Create and utilizes the knowledge base and other support documentation to identify, isolate, diagnose and resolve end users' technical problems and provide information and status as requested.
• Provide occasional out of hours support.
• Ability to explain technical problems in layman's terms.
• Maintain accurate client network documentation.
• Other job-related duties as assigned.

Requirements:

• Associate's degree from an accredited Information Technology Program or 1-2 years related experience.
• Familiar with Microsoft Windows 10, M365, Microsoft Office products, MS Teams.
• A+ certification and familiarity with MACs desired.
• Effective interpersonal and communication skills.
• Affinity with the overall mission of the University of Saint Mary.
• Project a positive, professional, customer focused image for the university.
• Ability to work independently or as part of a team in a professional and confidential manner.
• Must pass required background screening as appropriate.
• You love working with people and being a strong active listener.

To Apply: Submit a cover letter, resume and contact information for at least three current professional references.

Saint Mary is an Equal Opportunity Employer.