IT User Support Specialist (Onsite)

BRYAN UNIVERSITY•Tempe, AZ

13h•Onsite

About The Position

The User Support Specialist provides computing services and technical support to university faculty, staff, and students. Support includes classrooms, workstations, applications, printing, and computer labs. As the public face of the ITS division, the specialist represents the user perspective in technical operations and project activities. The position reports to the Director of User Support Services and works to understand the team’s objectives and how it supports the ITS division. This is an onsite role for applicants residing near Tempe, Arizona. The schedule is 10:00 a.m.–7:00 p.m. Monday through Thursday and 8:00 a.m.–5:00 p.m. Friday. Pay is $20.00 per hour. Bryan University describes its mission as offering career-focused degree programs that equip graduates with knowledge and practical skills for professional careers.

Requirements

At least 2 years of progressive experience in technical or end-user computing support.
Experience supporting Microsoft Windows, Apple operating systems, Microsoft Office, email, and calendaring.
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 efficiently operate a computer and peripheral equipment, including a keyboard and mouse.
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 issues; create tickets for all Help Desk calls.
Diagnose and resolve at least 30% of Help Desk calls and work toward maintaining 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.
Partner with ITS teams and external partners to coordinate problem resolution and analyze root causes of operational issues.
Work with ITS teams and users on problem analysis, solution identification, issue resolution, and ticket escalation.
Advise faculty and staff on purchases of computers and peripherals in accordance with ITS standards.
Generate Help Desk reports and summarize recurring issues for ITS leadership to support proactive issue prevention.
Track unresolved tickets, coordinate communications with end users, and facilitate resolution of 90% of tickets within three business days; provide the Director a daily report on tickets older than three business days.
Communicate information clearly and in plain language, keeping team members, stakeholders, and management appropriately informed.
Document systems and processes according to defined standards within three business days of approved changes.
Work 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 and determine ticket escalation requirements.
Leverage existing university systems and investments to solve user problems and seek opportunities to 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.