IT User Support Specialist (Onsite)

BRYAN UNIVERSITY•Tempe, AZ

2d•Onsite

About The Position

The User Support Specialist provides computing services and support to university faculty, staff, and students. The role supports classrooms, workstations, applications, printing, and labs, and represents the user perspective in technical operations and project activities. The specialist works to understand the goals of the User Support Services team and how it supports the ITS division. This is an onsite position near Tempe, Arizona, with a schedule of 10:00 a.m. to 7:00 p.m. Monday through Thursday and 8:00 a.m. to 5:00 p.m. Friday. The role reports to the Director of User Support Services and requires at least 40 hours per week in the office.

Requirements

At least two years of progressive experience in technical or end-user computing support.
Experience supporting Microsoft Windows, Apple operating systems, the MS Office suite, email, and calendaring.
A bachelor's degree in computer science, or an equivalent combination of education and experience.
Excellent verbal and written communication skills.
Excellent customer service, communication, and teamwork skills.
Positive attitude and solutions-oriented thinking.
Typing skills and proficiency with MS Word, MS Excel, and MS PowerPoint.
Ability to operate a computer and peripheral equipment efficiently.
Ability to sit or stand for six to eight hours.
Ability to work at least 40 hours per week in the office.

Responsibilities

Collect user information and create help desk tickets to identify, prioritize, track, and analyze technology-related issues.
Create tickets for all help desk calls and diagnose and resolve at least 30% of help desk calls.
Achieve and maintain a 90% user satisfaction rating on follow-up surveys.
Develop and maintain help desk documentation in accordance with ITS standards within three business days of approved changes.
Establish working partnerships with ITS teams and external partners to coordinate operational problem resolution and analyze root causes.
Work with ITS teams and the user community on problem analysis, solution identification, issue resolution, and help desk ticket escalation.
Advise staff and faculty on computer and peripheral purchases in accordance with ITS standards.
Generate help desk data reports and summarize recurring issues for ITS leadership.
Track unresolved tickets and coordinate communications to facilitate resolution of 90% of tickets within three business days.
Provide the Director with a daily report of tickets older than three business days.
Communicate clearly with team members, customers, stakeholders, and management using plain language.
Document systems and processes according to defined standards within three business days of approved changes.
Collaborate with the User Support Services team and Director to identify common issues and develop documentation, training, or tip sheets for campus users.
Participate in individual discussions, project meetings, and team meetings.
Prioritize time and resources according to university and departmental priorities.
Determine ticket escalation requirements to facilitate timely resolution of user issues.
Look for ways to maximize existing university investments, leverage existing systems, and automate repetitive manual processes.
Coordinate with ITS staff, functional users, and vendors to account for security, sustainability, disaster recovery, and business continuity in solutions.
Perform other duties as required.