User Support Specialist

Job Summary

Provides primary support for all user computers and peripherals on campus. This includes but it is not limited to Windows and Apple devices. Maintains computer and software inventory. Manages computer labs.

Duties/Responsibilities

This job description is not to be construed as an exhaustive statement of duties or responsibility requirements. Employees may be required to perform other job-related instructions as requested by the supervisor, subject to reasonable accommodation .

• Maintains staff computers including imaging and installing new computers and peripherals, re-allocating and re-imaging old computers, installing applications, troubleshooting hardware, operating systems, applications, and printing issues.
• Works efficiently to complete work orders in a timely manner. Assists faculty, staff, and students in use and setup of computers.
• Uses software to automate management of computers and devices.
• Supervises student workers in the department by assigning jobs and reviewing completed assignments.
• Maintain computer labs.
• Maintains competency and professional currency through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses.
• Contributes to the overall success of Technology Services by performing other essential duties and responsibilities as assigned by the AVP of Technology Services.
  
  

Required Skills/Abilities:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. All job requirements listed indicate the minimum knowledge, skills, and/or ability deemed necessary to perform the job proficiently. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Minimum of an associate’s degree and two years of related experience; or an equivalent combination of education and experience.
• Experience working with JAMF for managing Apple devices and working knowledge of Apple software and hardware.
• Ability to viewing computer monitor for extended periods, use keyboard, telephone, and support software.
• Must possess extensive knowledge of Microsoft Windows operating system and PC hardware.
• Must possess extensive knowledge of Apple software and hardware.
• Must be possess knowledge of commonly used applications including but not limited to Microsoft Office, Microsoft Outlook, and Internet Explorer. Microsoft and/or Apple certification preferred.
• Ability to communicate effectively and possession of interpersonal skills in order to effectively obtain IT information from users and to assist users in technical procedures; and the ability to establish and maintain cooperative working relationships with those contacted in the course of a work assignment.
• Time management skills and organizational ability for project management.
• Ability to work under pressure, meet inflexible deadlines, and deal with difficult individuals while maintaining composure.
• Good attention to detail to configure computers correctly.
• Ability to memorize in order to complete software configuration procedures.
• Ability to comprehend large amounts of information to understand installation procedures.
• Ability to use problem-solving skills to accurately diagnose computer problems.
• Ability to communicate effectively orally and visually in order to train faculty, staff, and students
• Ability to support and maintain printers.
• Ability to use cabling tools to maintain and add to network.
• Ability to complete project on time.
• Strong attention to detail with ability to coordinate multiple projects under tight deadlines and within budget.
• Knowledge of security, system backup, and disaster recovery techniques and best practices.
• Must have a customer focus and the ability to maintain a positive team environment
• Ability to sit for long periods of time.
• Ability to resolve problems with patience.
• Ability to work in a stressful environment.
• Ability to meet deadlines, prioritize and manage several tasks concurrently.
• Strong problem solving skills.
• Ability to learn and master new technologies.
• Mobility to meet with users.
• Ability to work with other departments to accomplish tasks.
• Ability to use a telephone for conferring with department users and software vendors.
• Ability to use forms handling equipment for preparing computer forms for use.
  
  

Supervisory Responsibilities :

May supervise student staff members. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training, planning, assigning, and directing work, appraising performance, rewarding and disciplining, addressing complaints, and resolving problems.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to walk; sit; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to stand; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision. The employee may also need to work in the computer room where there is a high concentration of computers in a relatively small space. Extended use of computer, keyboard, monitor and telephone is required. The noise level in the work environment is usually quiet.

Working At Du Has Its Benefits

• Generous time off including 4 weeks of paid time off starting your first year
• Free tuition for your whole family
• Free tickets to Drury home sporting events
• Health and wellness benefits at extremely competitive rates
• Free use of onsite fitness center on Springfield campus
• Discounted meals and Drury merchandise on campus