Senior Field Support Specialist _ Division of Information Systems

About the role

Provides complex applications support within a defined environment in support of business requirements. Performs installation, configuration, testing, and tier 2 support of the end-user computing environment to include software and hardware support. Provides technical leadership, mentorship, and support of subordinate personnel and end users.

Qualifications

• Degree (Associate's or Bachelor's) and two (2) years work experience in field support, field service, or technical support.

Certifications

No certifications, licenses, or registrations required.

Skills

• Knowledge of IT infrastructure, computer systems, software applications functionality.
• Technical aptitude to analyze and evaluate new software application.
• Ability to communicate to technical and non-technical personnel.
• Project management skills.
• Verbal and written communication skills.
• Troubleshooting, analytical, and problem resolution skills.

Responsibilities

• Serves as an expert resource to end users by anticipating, and identifying educational, procedural, and functional problems associated with the implementation of new or revised applications and patches.
• Collaborates with end users to define requirements for new systems and evaluates and recommends solutions.
• Ensures product upgrades, enhancements, and future roll-out projects meet business requirements and fulfill end user requirements.
• Performs complex problem diagnosis, support, and maintenance for applications, software, hardware and connectivity issues.
• Identifies root causes of recurring problems and implements solutions or escalates problems to technical services personnel, management and/or vendors as required.
• Assists management in the training of field support specialists who are capable of supporting and handling complex and escalated problems and ensuring quality standards are maintained.
• Projects long range requirements for end user computing environments in conjunction with other technology services.
• Keeps current and evaluates new or emerging technologies. Recommends new technologies for deployment.
• Helps keep departmental documentation current by ensuring subordinates are updating information on a regular basis.
• Develops statistical reports to keep management abreast of incidents open/resolved by field support technicians for monthly status review.

The duties listed are general in nature and are examples of the duties and responsibilities performed and are not meant to be construed as exclusive or all-inclusive. Management retains the right to add or change duties at any time.

Physical demands

Requires occasional working hours significantly beyond regularly scheduled hours, occasional travelling to offsite locations, occasional bending, occasional lifting and carrying up to 50 pounds, occasional crouching/stooping, occasional driving, occasional kneeling, occasional pushing/pulling, occasional reaching, constant sitting, occasional standing, occasional twisting, and occasional walking. (occasional—up to 20%, frequent—21% to 50%, constant—51% or more)

Location: Main Campus, Jackson. Full-time, day shift, exempt, salary, 100% FTE. Not grant-funded.