Information Technology Support Specialist - HSC Information Technology

West Virginia University • West Virginia, WV

19h • Onsite

About The Position

The department of Information Technology Services at West Virginia University is currently accepting applications for an Information Technology Support Specialist. The Information Technology Support Specialist will report to HSC Support Services and provide advanced IT support for the WVU School of Dentistry, focusing on the Axium Patient Information System, clinical information systems, desktop computing, communication technologies, and related infrastructure. A key responsibility will be assisting in bringing the School of Dentistry’s Digital Dentistry program fully online, serving as the primary liaison between software and equipment vendors and WVU Information Technology Services teams to ensure seamless integration and operation. The role will also oversee networking equipment in the dental clinics, coordinating with ITS to ensure proper configuration, security, and compliance for both the equipment and any associated data.

Requirements

• Bachelor of Science in engineering or computer science related degree or equivalent experience in an IT support related field
• A minimum of four (4) years in the following:
• Technical experience in an IT related field
• Experience managing, troubleshooting and supporting multiple technological equipment
• Experience operating systems deployment
• Customer Support experience
• IT support experience in a complex enterprise environment
• All qualifications must be met by the time of employment
• Must be able to provide advanced technical support for various hardware platforms, operating systems, and software packages (including Microsoft Office and Office 365). Complex problem solving skills and excellent research skills are required.
• Must have ability to prioritize multiple projects simultaneously and be able to make decisions independently.
• Must be able to articulate clearly and concisely to a wide variety of multicultural users.
• Strong communication skills in English, both written and oral are required
• Excellent customer service is essential.
• The incumbent must show strong interpersonal skills, with the ability to interact professionally with all levels of the WVU organization, including management positions at all levels, technical staff, managers, and end users.
• The ability to work effectively under pressure is required.
• Must have the ability to work both independently and as part of a team.
• Must demonstrate the ability to reason logically, analyze and resolve IT problems in complex situations and environments.
• Must demonstrate the ability to manage, coordinate, and prioritize multiple tasks and workloads at the same time.
• Ability to research and follow instructions on a wide array of technologies, both from internal and external resources.
• Must have the ability to analyze complex IT situations, clearly define and document relevant data and processes, and logically test and work through solutions.
• Ability to document solutions, processes, and procedures in a clear logical manner is required.
• Technical expertise in Windows and Mac operating systems, productivity suites, work processing and spreadsheet applications.
• Experience suporting computers and networks in a large complex environment is preferred.
• Ability to automate processes and solutions using programmatic scripting languages including batch files and PowerShell.

Nice To Haves

• Experience supporting computers and networks in a large complex environment is preferred.

Responsibilities

• Participates in the successful implementation and ongoing operation of the WVU School of Dentistry Digital Dentistry Program, acting as the main liaison between software/equipment vendors and WVU Information Technology Services Teams.
• Manage and support networking equipment in dental clinics, working with ITS to secure devices, connections, and associate data in compliance with security standards, HIPAA, and FERPA.
• Deploy and maintain system infrastructure, including clinical equipment, software, and updates in coordination with WVU Information Technology Services Teams.
• Manage and update the Axium software application, collaborating with vendors and internal teams.
• Provide Tier 1 and Tier 2 technical support for Windows, Microsoft Office, network access, email, printers, and copiers.
• Maintain and update internal and external web content for the School of Dentistry using the university’s CMS.
• Troubleshoot complex hardware, software, networking, and VoIP issues in compliance with IT security standards.
• Support client-side network installations, workstation setup, and account management.
• Assist faculty, staff, and students with laptop, mobile device, and instructional technology issues.
• Provides network and telecommunication support to include configuring network switch interfaces for data and voice networks, toning and testing network jacks, tracing connections through patch panels and switch stacks, and resolving issues with network interface cards associated with endpoint devices.
• Operating system deployment. Using ITS systems including SCCM, Azure, and JAMF to deploy operating system images to Windows and Mac computers.
• Works with the IT Security Director and the Director of Support Services to ensure computers are updated, protected with the universities Anti-Virus solution, data loss prevention software, ensure data is protected, devices are onboarded / offboarded, inventory documented.
• Maintains access by providing information, resources, and technical support documentation for networked access devices.
• Coordinates with WVU Information Security Services teams to conduct information security assessments of vendor-hosted and on-premises applications and information systems
• Maintains inventory of all hardware, applications and associated required data control requirements for the School of Dentistry department.
• Responsible for working with Information Security in conducting annual risk assessments and remediation efforts.
• Responsible for creating and maintaining technical documentation of HSC ITS Support procedures, processes, and technical solutions.
• Coordinate and/or conduct training sessions for customers regarding computer systems, networks and software and hardware as needed.
• Keep up to date with new and evolving technology by utilizing internet sources, manuals, training, networking with peers and any other means available.

Benefits

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 24 annual leave (vacation) days per year (employee leave)
• 18 sick days per year (for when you’re ill, for when you need time to care for sick family, for your own, or your family’s, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits
• 401(a) retirement savings with 6%25 employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ’s.
• Wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level