Computer Supp Spec II

Position Details

The College of Letters and Science is looking for an energetic, collegial, customer-oriented IT Professional who is dedicated to providing high quality IT support to faculty and staff in the College in their mission to deliver outstanding educational and research opportunities to the students at Montana State University.

Duties and Responsibilities

• Oversees and manages the College’s desktop support, including prioritizing and managing tickets, as well as proactively replacing, deploying and maintaining the technology needs of the College’s faculty and staff.
• Manages ticket life-cycle including assignment, resolution, documentation, follow-up, and escalation of service requests.
• Utilizes centralized desktop management software, sensitive data stewardship software, asset management tools, and other on-going institutional endpoint security and compliance systems to maintain and secure College of Letters & Science assets.
• Works closely with College of Letters & Science faculty and staff to assess, recommend, deploy, and maintain IT solutions.
• Ensures compliance with University and College IT security procedures and best practices.
• Trains faculty and staff how to properly maintain hardware and software security.
• Engages with the larger IT community to identify and support all MSU users.
• Participates in “Shared Services” software support and management as deemed appropriate by their supervisor.
• Provides installation, end-user support, and troubleshooting for desktop computing hardware, software, and peripherals.
• Provides hardware and software lifecycle management by researching, evaluating, recommending, purchasing, and implementing replacement technology as necessary.
• Train and manage student workers as needed.

Required Qualifications

• Two years of full-time progressively responsible IT experience in an enterprise environment, or an equivalent combination of work experience, relevant education, and professional certifications.
• Demonstrated experience providing exceptional customer service and deployment, maintenance and troubleshooting on a wide variety of hardware, software and peripherals including Microsoft Windows, Apple MacOS/iOS, and Android devices.
• Demonstrated success troubleshooting technical desktop computer problems in an enterprise network, with experience in a Microsoft Active Directory environment.
• Pay close attention to detail, utilize and build processes, and a desire to learn new things.

Preferred Qualifications

• Demonstrated experience working in an enterprise ticketing system.
• Demonstrated experience with virtual desktops, , and/or applications (e.g. Dell WYSE and Teradici).
• Demonstrated experience with Linux desktops.
• Demonstrated experience with printing.
• Demonstrated experience working with specialized scientific hardware and software.
• Demonstrated experience with website content management systems.
• Demonstrated experience with Mac endpoint management systems.
• Industry certifications (CompTIA, Microsoft, VMware, ISC, etc.).

Position Special Requirements/Additional Information

• This position is not eligible for sponsorship.
• This position is occasionally required to perform off-hours projects and/or maintenance to minimize user interruptions and periods of downtime.