End User Computing Support Specialist - IT Solutions

TWU Career Site • Denton, TX

96d

About The Position

The End User Computing Support Specialist is responsible for providing faculty, staff, and students with timely and professional support for computer hardware and software, mobile devices, and other digital workplace technology solutions. The position will provide high-quality technical support for technology systems and services via phone, remote computer access, and in person. Works actively to analyze problems related to hardware and software, recommend hardware and software solutions based on analysis of needs, and direct users to appropriate IT Solutions teams for support and training. The Support Specialist must demonstrate a strong commitment to user success, provide exceptional customer service, and possess outstanding prioritization, analytical, and problem-solving skills in order to deliver mobile-friendly, user-centered solutions to technology challenges. As a member of the IT Solutions (ITS) team, the Support Specialist is expected to uphold the division’s mission to “empower an agile, digital university and elevate technology as a strategic institutional asset” and contribute positively to a collaborative, human-centered, innovative, accountable, transparent, and inclusive culture within ITS.

Requirements

• Associate degree required. Additional job-related experience may substitute for the required education on a year-for-year basis.
• Three years of relevant experience desktop computer and/or end user computing support. Additional job-related education may substitute for the required experience on a year-for-year basis.
• Ability to maintain the security and integrity of the infrastructure.
• Knowledge of at least one major desktop operating system (Windows 10 or Mac OS).
• Ability to manage desktop and mobile computing devices, including remote management and deployment solutions.
• Exceptional customer service skills and a commitment to delivering high-quality, timely, and user-centered service and support.
• Strong written and oral communication skills (including ability to present ideas in user-friendly, business-friendly and technical language) and interpersonal skills with a focus on rapport-building, listening and questioning skills.
• Proven analytical and problem-solving abilities, including ability to anticipate, identify, and solve critical problems.
• Ability to build effective relationships and strong commitment to working collegially and collaboratively with constituents at all levels in a diverse and distributed environment.
• Ability to use a personal computer and other office equipment, including related university software and email.

Nice To Haves

• Microsoft Certified IT Professional (MCITP), Apple Certified Macintosh Technician (ACMT), and/or CompTIA A+ certification.
• Knowledge of Microsoft Active Directory.
• Knowledge of networking concepts and server management.
• Skill in Microsoft SCCM and/or JAMF, computer imaging and encryption software, and mobile device management (MDM) systems.
• Ability to thrive in a higher education setting.

Responsibilities

• Responds promptly to all requests for assistance and prioritizes and completes requests with a high level of customer service and within expected timeframes and/or service level agreements (SLAs).
• Performs analysis, diagnosis, and resolution of complex end user computing problems, and recommends and implements corrective solutions.
• Installs, configures, tests, maintains, monitors, and troubleshoots end-user computing hardware (including desktops, laptops, printers, mobile devices, telephones, etc.) and related software.
• Updates and maintains information in the ticketing system, and prepares status, activity, and project updates and reports, as requested.
• Acts as an escalation point for end user computing incidents and problems identified elsewhere within ITS.
• Provides informal hands-on training to users on end user computing devices, software, and/or related technology solutions.
• Develops and maintains current technical documentation and knowledge base articles.
• Participates in managing inventory of new and used computers, printers, and copiers; software assets and licenses; and other technical equipment or supplies.
• Participates in new hardware and software initiatives, including assisting with research, planning, testing, and implementation.
• Participates in the ongoing evaluation and improvement of End User Computing policies, procedures, processes, and services.

What This Job Offers

• Education Level: Associate degree