Support Specialist II

Support Specialist II

Campus Technology Services, a division of the Office of Information Technology (OIT), is dedicated to delivering front-line technology support services to enhance the university's mission and goals related to research, teaching, learning, and scholarship. This service is provided through individual consultation and communication with faculty, staff, and students.

We are seeking a Support Specialist II to provide support, instruction, and advice on Rice's digital environment, including hardware, software, peripherals, and network connectivity. This position applies developed subject matter knowledge to resolve common and complex issues within established guidelines and serves as part of the Office of Information Technology Campus Technology Services team.

The ideal candidate is proactive, process-oriented, dedicated to customer satisfaction, and has outstanding time management and organizational skills.

This position is on-site and may offer a hybrid work schedule after a probationary period, combining both in-office and remote work to provide flexibility and support collaboration. Per Rice policy 440, work arrangements may be subject to change.

This is a full-time, benefits-eligible position, with a proposed salary range of $60,000–$69,000. Exempt (salaried) positions under the Fair Labor Standards Act are not eligible for overtime.

Minimum Requirements:

Bachelor's degree

In lieu of the education requirement, additional related experience, above and beyond what is required, on an equivalent year-for-year basis, may be substituted

2+ years of experience working collaboratively and independently to provide highly customized IT support services to constituents

Skills:

• Demonstrated intermediate knowledge of the concepts, practices, and procedures of IT support and customer service
• Proficient knowledge of various software and hardware, and how they are configured and interface with each other
• Good analytical, collaborative, creative, problem-solving, research, and verbal and written communication skills
• Proven ability to create, organize, and maintain process documentation and procedures for use by technical staff and non-technical users
• Proven ability to train end users

Preferred Skills/Experience:

• Experience preferred: Practical experience as a consultant in a computing environment
• Experience in an academic or research computing environment
• Experience working in a dynamic environment
• Experience working as part of a call center team

• Licenses/Certifications Preferred:
• ITIL
• General PC Hardware
• Windows
• Apple
• JAMF

• Skills Preferred:
• Knowledge of security and networking protocols
• Ability to support basic Audio/Visual configurations and connectivity
• Linux system administration

Essential Functions:

• Designs, develops, documents, tests, or modifies computer systems or programs based on user or system design specifications
• Applies systems analysis techniques and procedures to determine hardware, software, or system functional specifications
• Performs routine server administration
• Diagnoses and resolves end-user problems; responds to escalated issues from clients and other support teams; performs triage, provides remote problem resolution when possible, and refers problems to associated groups when appropriate
• Researches, recommends, and implements hardware and software purchases and configurations to meet client needs and ensures compatibility with university systems and architecture
• Researches, recommends, and implements approved standards used throughout the unit and contributes to the development of the client support strategy
• Investigates and tests new tools, systems, techniques, and software products
• Works on projects requiring expertise and creativity in the analysis and deployment of technology
• Provides first-line technical support on desktop computing software, hardware, peripherals, and networking systems for faculty and staff of assigned divisions
• Acts as a team or project leader for small to medium scope projects, provides direction to team activities, and facilitates information validation
• Promotes computer literacy among departmental clients and team members
• Performs all other duties as assigned

Rice University HR | Benefits: https://knowledgecafe.rice.edu/benefits

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Rice University is committed to ensuring Equal Employment Opportunity and welcoming the fullness of diversity into our candidate pools. Rice considers qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national or ethnic origin, genetic information, disability, or protected veteran status. Rice also provides reasonable accommodations to qualified persons with disabilities. If an applicant requires a reasonable accommodation for any part of the application or hiring process, please contact Rice University's Disability Resource Center at 713-348-5841 or adarice@rice.edu for support.

If you have any additional questions, please email us at jobs@rice.edu. Thank you for your interest in employment with Rice University.