Information Technology Support Specialist

This position is based on the Ivins, Utah Rocky Vista University Campus.The IT Specialist is responsible for carrying out routine software and hardware related tasks and projects, and in general providing a high level of technical assistance and training to staff, faculty, and students. The IT Specialist is responsible for following established protocols, installing and maintaining computer hardware, telecommunications, audio visual equipment and all University-supported network applications. The IT Specialist installs software, provides end-user technical support and training via phone, using remote support tools, and in-person. The IT Specialist performs quality assurance tasks to ensure user workstations and network performance meet University and staff, faculty, and student user requirements. The technician troubleshoots computer and network problems; determines the source of the problem, advises on appropriate action, and tests and implements solution. Essential FunctionsProvide support and training to users on the use of computer software and hardwareInstall, upgrade, maintain, inspect, repair and service computer hardware and software, including servers and peripheralsMaintain and monitor the IT support ticketing system by receiving, addressing, and resolving ticketsUndertake routine, scheduled or emergency inspections as part of the preventative maintenance program on all computer’s equipment, replacing defective, malfunctioning, or non-functioning hardware partsIdentify, research, and resolve hardware and software problemsRespond to defects reported by users, and reporting as needed to leadershipDetermine the priority and severity of calls and plan workload effectivelyAssess and escalate serious or unusual problems to the appropriate group or analyst for resolutionPacking, unpack, assemble, disassemble, and physically transport computers, peripherals and network components from one location to anotherInstall, configure, maintain, and troubleshoot audiovisual (AV) equipment, classroom technology, and presentation systems to ensure reliable operation.Support the administration and maintenance of enterprise collaboration and lecture capture platforms, including Zoom, Panopto, and related technologies.Provide technical support for classroom technology, university events, presentations, and video conferencing systems as required.Submit verbal and written reports on the status of technology services and any issues as neededEnsure that safety guidelines are adhered toAttend trainings as neededPerform other duties as assigned Essential Knowledge, Skills & AbilitiesWorking knowledge of professional audiovisual systems, classroom technology, and enterprise collaboration platforms.Experience with Zoom, Panopto, and related collaboration technologies preferred.Extron certification or equivalent professional AV certification is considered an assetAbility to work independently, or as part of a team and collaborate effectively with diverse constituencies within a university settingDemonstrate a high level of confidence in making strategic decisions, using good judgment, and innovative and creative problem-solving skillsStrong communication skills, time management, and a demonstrated high-level of discretion, tact, and diplomacyDemonstration of a service-based attitude in dealing with customers and providing high-level supportAcceptable working knowledge with the ability to support a wide range of cloud-based infrastructure, computer hardware, and softwareFamiliar with IT Security best practicesMust be well organized and detailed orientedAbility to use active listening techniques to improve communication with customers QualificationsHigh School diploma required. Bachelor’s degree preferredITIL version 3 or 4 certifications preferredHelp Desk Institute certifications preferredProficiency in Client Operating Systems, Apple iOSHas at least one to two years’ experience working as a computer or systems technicianValid driver’s license preferred Work Environment/Physical DemandsThis job is performed in a positive, creative, and collaborative environmentThis job operates in a professional office environmentThe ability to maintain good concentration while dealing with interruptions Hours and TravelFlexibility and willingness to work out of normal business hours, evening hours and weekends in support of business initiativesFlexible hours required to implement initiatives and execute deliverablesNo travel is expected for this position. The anticipated salary range for the IT Specialist is $53,000 to $58,000 per year. The final salary offered may vary and will be determined based on factors such as job-related knowledge, skills, experience, location, and education of the successful candidate. This information is provided per local law.