Support Specialist II

Rice University

15h•Hybrid

About The Position

Campus Technology Services (CTS), a division of the Office of Technology Solutions & Services (TS&S), is dedicated to delivering front-line technology support services to enhance the university’s mission and goals related to research, teaching and learning, and scholarship. This service is provided through individual consultation and communication with faculty, staff, and students. We are seeking a Support Specialist II to provide support, instruction, and advice on Rice’s digital environment, including hardware, software, peripherals, and network connectivity. This position applies developed subject-matter knowledge to resolve common and complex issues within established guidelines and serves as part of the Technology Solutions & Services – Campus Technology Services team. The ideal candidate is proactive, process-oriented, dedicated to customer satisfaction, and has outstanding time management and organizational skills.

Requirements

Bachelor's Degree
In lieu of the education requirement, additional related experience, above and beyond what is required, on an equivalent year-for-year basis may be substituted
2+ years of full-time, professional experience working collaboratively and independently to provide highly customized IT support services to constituents (Internships, student employment, and trainee roles are not substitutes for this professional experience requirement)
Demonstrated intermediate knowledge of the concepts, practices, and procedures of IT support and customer service
Proficient knowledge of various software and hardware and how they are configured and interface with each other
Good analytical, collaborative, creative, problem-solving, research, and verbal and written communication skills
Demonstrated ability to create, organize, and maintain process documentation and procedures for use by technical staff and non-technical users
Demonstrated ability to train others and work collaboratively within a team
Demonstrated ability to present complex technical data to non-technical stakeholders

Nice To Haves

Practical experience as a consultant in a computing environment
Experience in an academic or research computing environment
Experience working in a dynamic environment
Experience working as part of a call center/service desk team
Experience working with AI tools
ITIL
General PC Hardware
Windows
Apple
JAMF
Knowledge of security and networking protocols
Ability to support basic audio/visual configurations and connectivity
Linux system administration

Responsibilities

Maintains a first-class level of customer service, ensuring that all constituents are treated respectfully, appropriately, and efficiently
Contributes to enhancing the overall constituent (end-user) support strategy
Keeps constituents and team members informed about new computing software, hardware, and information resources
Provides team members and constituents with one-on-one, small-group, or workshop-style training on Rice’s digital environment as needed
Provides first-line technical support to constituents on software, hardware, peripherals, and networking systems
Designs, develops, documents, tests, or modifies systems or programs in accordance with user and system design specifications
Applies systems analysis techniques and procedures to determine hardware, software, or system functional specifications
Diagnoses and resolves constituents’ problems remotely and in person; responds to escalated issues from constituents, teammates, and other support teams; performs triage; provides remote problem resolution when possible; and refers problems to associated groups when appropriate
Researches, recommends, and implements hardware and software purchases and configurations to meet constituent needs while ensuring compatibility with university systems and architecture
Researches, recommends, and implements approved standards and best practices
Investigates and tests new tools, systems, techniques, software, and IT products
Collaborates on projects requiring expertise and creativity in the analysis and deployment of technology
Acts as a team or project lead on small- to medium-scope projects, providing direction to the team and facilitating communication and information validation
Promotes digital literacy among colleagues and constituents
Performs all other duties as assigned