User Support Specialist III

Duties and Responsibilities

• Provides macOS and Windows technical support to the campus community.
• Sets up, configures, tests, maintains, and troubleshoots hardware and software, including on-premises and cloud solutions.
• Reviews help desk tickets and provides Tier 2-3 help desk and end user support.
• Escalates issues to ensure timely resolution.
• Documents and suggests changes to processes and policies affecting end users.
• Prepares and provides end user education activities and educates users on policies and procedures.
• Supports desktop client level security in a client/server environment.
• Prepares and maintains documentation.
• Collaborates with and assists other Institutional Technology teams and outside vendors with projects.
• Determines the most effective ways to resolve client's technical issues and proactively addresses potential issues.
• Engages in research and in-depth troubleshooting to resolve issues.
• Fully documents solutions and steps taken in an online ticket management system.
• Responds to tickets promptly and clearly to gather information needed to resolve issues.
• Configures and troubleshoots smartphones and other mobile devices within a corporate environment.
• Performs special projects and other duties as assigned.

Knowledge, Skills And Abilities

• Experience supporting Windows and macOS operating systems.
• Working knowledge of Microsoft Office/Office 365 and other standard desktop software packages.
• Experience with operation and troubleshooting equipment associated with AV and presentation systems.
• Commitment to customer service; excellent interpersonal/human relations skills; strong oral and written communications skills.
• Demonstrates self-motivation and strong creative abilities.
• Able to interact with customers in various forms and handle communications with diplomacy and tact.
• Exhibits sound judgment and maintains confidentiality.
• Excellent organizational, troubleshooting, and problem-solving skills.
• Able to lift 50 lbs and push/pull a cart.
• Able to work a flexible schedule to support evening and weekend events.

Minimum Education and Experience

• Graduation/certification from a technical program in computer or IT related field or equivalent combination of training and experience.
• Five years of hands-on technical experience of desktop administration and support.

Preferred

• Bachelor’s degree in computer science, mathematics, or other computer related areas.
• Experience with mobile device management (MDM) solutions, enterprise desktop remote assistance tools, imaging, remote application deployment and patch management.
• Work experience in a Higher Education environment.
• Windows Active Directory/Domain experience.