Systems and End-User Support Specialist

Description

The Systems and End-User Support Specialist will be responsible for providing technical support to end-users, as well as managing and maintaining the organization's network infrastructure, systems, and audio-visual equipment. The ideal candidate will have a strong background in both desktop support and systems administration, as well as audio-visual support, and will be able to work in a fast-paced and dynamic environment. 

Essential Responsibilities

• Installing, configuring, and troubleshooting desktop and laptop computers, printers, and other end-user devices.
• Partner with LSU ITS to obtain infrastructure services and support for network and telephony resources.
• Monitoring and maintaining the performance and availability of servers, databases, and other mission-critical systems.
• Responding to technical support requests from end-users and providing timely resolution of technical issues utilizing a ticketing system.
• Performing regular software and security updates on desktop and server systems.
• Managing and maintaining the organization's cloud services, such as Microsoft 365.
• Creating and maintaining technical documentation, including system diagrams, procedures, and policies.
• Participating in the design and implementation of new systems and technologies.
• Providing support to end-users on new systems and software.
• Assisting with the management of the organization's backup and disaster recovery systems.

Non-essential/marginal position responsibilities 

• Installing, configuring, and troubleshooting audio-visual equipment, including projectors, sound systems, and video conferencing systems.
• Complete projects/reports as requested by Director of Information & Technology Services.

Requirements

Required level/type of experience

• A minimum of 2-5 years of experience in IT support, with a strong background in both desktop support and systems administration.
• Extensive knowledge of desktop operating systems, including Windows and Mac OS.
• Experience with cloud services, such as Microsoft 365.
• Experience with Azure Active Directory and standard Active Directory services.
• Experience with virtualization technologies, such as VMware or Hyper-V.
• Knowledge of network protocols and technologies, such as TCP/IP, DNS, DHCP, and VLANs.
• Knowledge of audio-visual systems and equipment, including projectors, sound systems, and video conferencing systems.

Preferred abilities

• The ability to quickly diagnose and resolve technical issues and have a strong understanding of desktop operating systems, network protocols and technologies, cloud services, virtualization technologies, and audio-visual systems.
• The ability to provide excellent customer service and support to end-users and maintain a professional demeanor in high-pressure situations.
• The ability to communicate technical information in a clear and concise manner to non-technical users, as well as the ability to effectively communicate with team members and other stakeholders.
• The ability to work a flexible schedule, including on-call responsibilities as needed, and to be willing to go above and beyond to ensure the success of the organization.
• The ability to adapt to changes in technology and work processes, as well as the ability to learn new technologies and systems quickly.
• The ability to think critically and creatively to solve complex technical problems and find effective solutions.
• The ability to prioritize tasks, manage time effectively, and meet deadlines.
• The ability to take ownership of tasks and responsibilities and to work independently to achieve goals and objectives.
• The ability to pay close attention to detail and ensure that systems and configurations are set up correctly and securely.

Required education

• Bachelor’s degree in computer science, information technology, or a related field. 

Desired Competencies

• Adaptability: Responds to changing circumstances by being innovative and altering behavior to better fit different situations; successfully works with new colleagues; willing to be flexible; remains calm in stressful situations. 
• Critical Thinking: Practices objective rather than subjective modes of reasoning and action. Maintains perspective when assessing qualitative and quantitative information. Appropriately challenges and questions common beliefs. 
• Effective Communication: Shares and receives information using clear oral, written, and interpersonal communication skills.
• Attention to Detail/Accuracy: Focuses on paying attention to all details and aspects of a job or process to avoid substandard outputs.

Work Environment Requirements

• May be required to work extended workdays, evenings, and weekends to meet deadlines.
• The ability to lift or move items weighing 25 – 50 pounds.

Managerial/Supervisory Requirements

• This position has no supervisory responsibilities