User Services Support Specialist
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About The Position
This position is principally responsible for providing advanced (Level II and III) support for general and specialized IT user services, their supporting systems, and associated technologies - endpoints in particular. This position provides wide-ranging support that includes, but is not limited to, direct assistance and advanced consultation with students, faculty, and staff; problem identification and resolution using deductive reasoning; hardware and software evaluation, specification, installation and configuration; developing and conducting end-user training, including online documentation and media, and individual/group sessions. The position works closely with students, faculty and staff at all levels of the university including senior administration; is expected to exhibit a high level of creative problem solving ability, resourcefulness, independent thinking and is able to work on fairly complex IT services with only general direction; operates under deadlines and is capable of handling several assignments concurrently with an appropriate sense of urgency and aim to restore 'normal service' for users as quickly as possible. To this end, the position collaborates with colleagues throughout the IST Division as necessary; follows ITIL-based best practices in the support of IT user services; provides guidance, training, and tools to the Service Desk for resolving Level I issues with IT user services; documents and tracks all work using the university's ITSM suite.
