Computer Support Specialist I (desktop Support)

Computer Support Specialist I (Desktop Support)

Position Details

Position Information

NBAPOSN Title

Working Title: Computer Support Specialist I (Desktop Support)

Brief Position Overview

Position Number

Department Information

Department: Information Technology

Division: Office of Information Technology

Appointment Type: Classified

Contract Term: Fiscal Year

If Other, Specify

From Date

End Date

FLSA: Non-Exempt

Union Affiliation: AFSCME

FTE: 1.0

Benefits Eligible: Yes

Compensation: Hourly Salary $18.67-20.08

Contract Type: MUS

Recruitment Type: Open

Position Details

General Statement

Information Technology Services provides secure, reliable communication systems that align and contribute to the success of MSU -Northern's mission. This position serves as the first point of contact for clients seeking technical assistance with university information technology equipment. Assists in supporting audio visual hardware equipment in classrooms and conference rooms. Provides support for purchasing, billing, and special projects for the Chief Information Officer (CIO).

Duties and Responsibilities

Under general supervision:

• Assists walk-in, email and phone-in clients. Records required customer and problem information in the ITS trouble ticketing system. Performs remote troubleshooting through diagnostic techniques and pertinent questions. Determines the best solution based on the issue and details provided by customers and walks clients through the problem-solving process. Consults with and/or elevates complex and/or high priority problems to the appropriate support groups for resolution. Updates tickets with appropriate journal entries of activities, monitors progress of all tickets, and closes tickets with resolution entered upon completion of the job.
• Sets up hardware and configures software and drivers for peripheral devices, provides end user training on new equipment if required.
• Assists with imaging and deploying desktop computer systems.
• Assists with configuring, managing and supporting Audio/Visual equipment in classrooms and conference rooms, and assists other ITS staff with event support.
• Receives, inspects and tags equipment shipments. Maintains complete and accurate inventory records on the acquisition, status and disposition of all IT assets. Prepares, records, and maintains documentation related to purchasing, shipping, receiving, inventory and warranty issues for computers, servers, and peripheral equipment.
• Helps maintain accountability for MSUN technology assets under ITS' purview through physical inventories and updating the ITS asset management data base.
• As a team member, learns from and assists other ITS staff members as requested.
• Creates and maintains operating procedures documentation.
• Provides support for ITS projects and MSUN special events and activities as needed.

Required Qualifications – Experience, Education, Knowledge & Skills

Associate's Degree in a computer related field with one year experience configuring and troubleshooting desktop and laptop computers, Microsoft and Apple Operating Systems, Microsoft Office applications, and printers. Alternate combinations of education and experience will be considered on a case-by-case basis.

Solid knowledge of Microsoft Windows operating system and Office suite.

Oral and written communications skills.

Current Montana driver's license with less than 12 conviction points.

Preferred Qualifications – Experience, Education, Knowledge & Skills

Bachelor's Degree computer related field with two years of progressively responsible experience configuring and troubleshooting desktop and laptop computers, Microsoft and Apple Operating Systems, Microsoft Office applications, and printers.

Certification and knowledge of Microsoft Systems and Products (MCP or MCSE). Other certifications may also be considered.

Working knowledge of software and hardware technical documentation and standards.

Experience with Microsoft Access databases.

Customer service experience in a technological environment.

Work experience in an academic environment.

The Successful Candidate Will

Must be willing and able to learn and support new and quickly changing technologies.

Ability to research solutions or information regarding technical issues.

Excellent interpersonal, verbal and writing skills. Must be able to gauge the client's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.

Calm demeanor and good work habits under pressure and constant interruptions.

Detail oriented and excellent organizational skills.

Ability to maintain the confidentiality, security, and integrity of the university's and user's data at all times.

Ability to complete tasks with minimal supervision.

Ability to work independently and in a team-oriented, collaborative environment.

Ability to occasionally work outside normal office hours, which may include travel.

Possess initiative and seek out opportunities for improvement.

Special Requirements Physical Demands

Job requires ability to manipulate cables, computers and other equipment for removal and installation; work may occur at ground level, under and around furniture, or overhead.

Ability to install, configure and maintain equipment in more than 15 buildings located across campus. Must be able to traverse campus in all types of weather.

Ability to lift and carry 50 lbs.