IT User Support Expert I

Kent State•Kent, OH

1d•$59,961 - $66,988•Onsite

About The Position

Independently responsible for overall PC activity. Establishes and implements PC policies, procedures, and standards and ensures their conformance with the Division of Information Services' goals and procedures. May research and project PC resource requirements including software, equipment, and facilities and make recommendations to management. Reports to designated administrator.

Requirements

Bachelor’s degree and 4 years of relevant professional experience in user support including support in a higher education environment.
Or an Associate’s degree and 6 years of relevant professional experience in user support including support in a higher education environment.
Or comparable relevant professional experience in user support equivalent to 8 years including support in a higher education environment.
Technology documentation standards for the support area and other analysts therein
Problem diagnosis, reporting and monitoring tools and processes
Selection, installation, configuration, troubleshooting and repair of end-user devices (pc's, printers, peripheral devices)
Installation, configuration and maintenance of desktop operating systems, infrastructure services
Data security best practices and administration of access to departmental data and hardware assets
Meeting and communicating with departmental supervisors and managers and stakeholders to better understand business needs
Interpersonal communication to effectively interact with University personnel and public in person and over the telephone
Dealing diplomatically with internal and external constituents under stressful conditions
Conduct end-user training
Communicate effectively orally and in writing directly to end-users with status updates on requests, expectation management, and pending projects
Prioritize issues on local support level as emergent issues arise
Create and maintain effective documentation
Provide organizational leadership, work direction and guidance to others
Work independently and participate in setting work objectives.
Maintain currency in new developments and technology.
Responsible for overseeing communications of analysts in the support area to ensure consistency and tenor of message.
Serve as point of escalation for lower level analysts.
Exercise non-routine and complex decision making on behalf of users and groups/departments; assists lower level analysts with appropriate decision making.
Determine priorities independently with occasional input from supervisor.
Develop long-term and life cycle technology planning, may include large-scale deployments of new technologies.
Responsible for overall delegation of work in the support area among students and staff.
Work with supervisor and other managers within IS to realize project goals and timelines.

Responsibilities

Provide oversight of installation and maintenance of IT users’ computers and mobile hardware.
Make hardware and software recommendations to stakeholders, including developing long-term technology plans.
Serve as liaison between support area and Information Services functional units to advocate on behalf of support area and attain their functional goals.
Direct setup and maintenance of documentation and materials for end user reference.
Ensure that security procedures are implemented and enforced.
Provide leadership in the effective use of internal data processing, automated office systems, and data communications.
May serve on various committees for large scale deployments or highly impactful business decisions.
May research and project technology and related facility resource requirements for functional area.
Maintain computer images and imaging workflows; participate in testing centralized imaging systems/processes.
Direct syncing/troubleshooting of mobile operating systems and devices, make recommendations to functional unit based on university standards; leverage additional knowledge of mobile device functionality to recommend and support potential business functions.
Coordinate communication between local technology support and stakeholders.
Create standards and guidelines in regards to prioritization of issues on local support level as emergent issues arise.
Provide oversight of end-user training including: MS Office, Google apps, browser support, area-specific applications, university workflows and processes.
Create documentation standards for the support area and other analysts therein, including area-specific applications and configurations.
May supervise staff and student employees and/or may oversee student employee management.
Perform related duties as assigned.