Support Specialist II

Rice University•Houston, TX

6d•$70,000 - $73,000•Hybrid

About The Position

Fondren Library at Rice University seeks a Support Specialist II . The position provides support to the library community for a variety of hardware- and software-related issues. The position's primary function is to configure, maintain, and support the Windows and macOS platforms. The library is frequently open seven days per week, employs approximately 110 staff, and maintains several computer labs. The position requires experience supporting desktop computing in an enterprise environment. The ideal candidate for this job will be proficient in Windows and Mac operating systems, including installing, updating, and troubleshooting software. They will have experience managing software deployments, updates, and configurations using SCCM and JAMF for Macs. They will understand network setup and IP configuration and be able to quickly address connectivity issues. They should be skilled in administering user accounts, groups, and permissions within Active Directory. They will understand basic cybersecurity, particularly spotting phishing attempts and managing access control. Excellent problem-solving, communication, and training skills are essential as the ideal candidate will support and educate users. This position is offered as a hybrid role, combining both in-office and remote work to provide flexibility and support collaboration. The individual in this role will work on campus 80% of the time during a typical week, after three months of employment. Per Rice policy 440 , work arrangements may be subject to change.

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
Two or more (2+) years of related experience supporting computing in an enterprise environment, including installation and configuration of Macintosh and Windows desktop computers In lieu of the experience requirement, additional related education, above and beyond what is required, on an equivalent year-for-year basis may be substituted
Strong abilities in diagnosing and resolving issues with hardware (computers, printers, scanners, etc.) and software
Proficiency with various operating systems (primarily Windows and Mac) and understanding how to install, update, and troubleshoot software
Basic knowledge of network setup, troubleshooting, and IP configuration
Proficiency in managing and deploying software, updates, and configurations using Microsoft System Center Configuration Manager (SCCM) and JAMF for Mac devices
Familiarity with cybersecurity basics, like identifying phishing attempts and managing access control
Good analytical, collaborative, creative, problem-solving, research, and verbal and written communication skills
Ability to train end users

Nice To Haves

Knowledge of scripting

Responsibilities

Installs, configures, and maintains software used by the library
Supports library-related hardware and software
Provides computer support to the library community on a variety of issues.
Make recommendations about what technology might be appropriate for a given use case
Applies library and university security policy
Supports the lifecycle replacement of desktop computers
Diagnoses and resolves end-user problems; responds to escalated issues from clients and other support teams; performs triage and provides remote problem resolution when possible.
Supports and configures local and cloud-based software
Ability to coordinate with Central IT for aligning library-specific needs with campus-wide IT infrastructure, policies, and security standards
Research, recommend, and implement hardware and software purchases and configurations to meet client needs and ensure compatibility with library and university systems and architecture
Investigate and test new tools, systems, techniques, and software products
Works on projects requiring expertise and creativity in the analysis and deployment of technology
Provides first-line technical support on desktop computing software, hardware, peripherals, and networking systems
May act as a team or project leader
Ability to document solutions, procedures, and common troubleshooting steps
Performs all other duties as assigned