IT Support Specialist II

IT Support Specialist II

The University of Louisville IT Services is seeking to hire an IT Support Specialist II. The position is responsible for providing the University Community with excellent technical support skills on a variety of operating systems, hardware, devices, software, and environments. This includes an advanced level of configuring, diagnosing and problem resolution for individual and networked computers and its shared resources using remote software if possible. Customer interaction focuses on instructing the end-user on the equipment's capabilities and "best practices" processes to maximize productivity. Responsible for configuration and management of enterprise-level systems and computing resources to manage endpoints, software installation, and configuration. Train staff in the use of management systems and processes to ensure secure and robust endpoint computing environment for customers. Acts as backup to the Manager and performs necessary staff management tasks. Participates in and leads projects pertinent to the group. Operates under very minimal supervision and requires excellent judgment and self-direction.

Essential Duties and Responsibilities:

• Provide excellent technical support to assist and troubleshoot customers on a variety of operating systems, hardware, devices, and software.
• Maintain, configure, and modify endpoint computers, including imaging, software installation and configuration, university-specific resources, and security.
• Monitors assigned service request/trouble tickets ensuring accurate resolution and completion of computer and equipment repairs for customers.
• Directs customers on the appropriate or "best practice" usage of their hardware and software.
• Trains staff on use of troubleshooting and management tools to include enterprise services and systems that management endpoints.
• Administration of enterprise-level solutions that help configure, secure, and manage supported endpoints.
• Acts as backup to unit manager and performs team management tasks as needed.

Preferred Qualifications:

• Bachelor's degree in computer science or related field or eight (8) years' related experience.
• Excellent oral, written, and interpersonal communication skills.
• Demonstrated ability to prioritize work to meet multiple competing deadlines.
• Demonstrated problem-solving abilities with keen attention to detail.
• Experience in administering and support of enterprise-level applications and cloud services.
• Advanced technical support and troubleshooting of endpoint technology.
• Five (5) years' experience supporting endpoint technologies in a higher education environment.
• Demonstrated experience in administration of enterprise-level applications and cloud systems such as Intune and Microsoft Entra.
• Proven self-starter with the ability to work with minimal direction and oversight.
• Ability to supervise others and perform basic managerial tasks as needed.

Competencies:

• Project Management – Ability to delegate tasks and follow up.
• Proactive – brings ideas to management to prevent problems before they arise.
• Flexible – ability to handle multiple, changing priorities.
• Customer Service Excellence – responsive, thorough, informs customers of process, pleasant to work with, records accurate and timely information.
• Organized – manages time and tasks efficiently.
• Work Ethic – motivated, diligent, stays on task to completion, works efficiently.
• Interpersonal – ability to build strong, effective work relationships with coworkers and customers.
• Teamwork – works well with others, effective leadership skills, great mentoring abilities, take directions from others to move process forward.

Target Compensation Maximum: $79,540.00

Target Compensation Minimum: $52,993.00

Compensation will be commensurate to candidate experience.

Equal Employment Opportunity

The University of Louisville is an Equal Employment Opportunity employer. The University strives to provide equal employment opportunity on the basis of merit and without unlawful discrimination on the basis of race, sex, age, color, national origin, ethnicity, creed, religion, disability, genetic information, sexual orientation, gender, gender identity or expression, veteran status, marital status, or pregnancy. In accordance with the Rehabilitation Act of 1973 and the Vietnam Era Veteran Readjustment Act of 1974, the University prohibits job discrimination of individuals with disabilities, Vietnam era veterans, qualified special disabled veterans, recently separated veterans, and other protected veterans. The University acknowledges its obligations to ensure affirmative steps are taken to ensure equal employment opportunities for all employees and applicants for employment. It is the policy of the University that no employee or applicant for employment be subject to unlawful discrimination in terms of recruitment, hiring, promotion, contract, contract renewal, tenure, compensation, benefits, and/or working conditions. No employee or applicant for employment is required to endorse or condemn a specific ideology, political viewpoint, or social viewpoint to be eligible for hiring, contract renewal, tenure, or promotion.

Consistent with applicable law, demographic information is collected for aggregate reporting requirements. Demographic information provided through this application is not available to hiring managers/committees and is not considered in hiring or employment decisions.

Assistance and Accommodations

Computers are available for application submission at the Human Resources Department located at 215 Central Avenue, Ste 205 - Louisville, Kentucky 40208.

If you require assistance or accommodation with our online application process, please contact us by email at employment@louisville.edu or by phone 502-852-6258.