TITLE Centralized User Support Specialist
CLASSIFICATION NUMBER 5134
IMMEDIATE SUPERVISOR Varies
The Centralized User Support Specialist assists in the operation of the open-access computer labs and the provision of computer support throughout the University. Duties routinely include: supervision of the student workforce within Computer Services, identifying and resolving problems with desktops, laptops, mobile devices, peripherals, network servers, etc., consulting with faculty, staff, and students on technology-related purchases, performing hardware and software installations and upgrades, maintaining effective day-to-day operation of computer labs and serves as primary technical contact for various campus constituencies.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: An Associate’s degree or an equivalent combination of years of experience and education may be considered for substitution of educational requirements.
A Bachelor's degree, with an emphasis in a computer-related field, is preferred.
Experience: One year of experience installing and supporting a wide range of computer hardware, peripherals, and software is required. Supervisory experience is preferred. Work experience in a higher education environment is preferred. Experience working in a help desk or customer service environment is preferred.
Skills: Excellent technical aptitude in the areas of computers and related peripherals is required. A basic understanding of network topologies, file server administration, computer-based application software, and computer-related diagnostic techniques is required. Effective verbal and written communication and customer services skills are required. The ability to maintain confidentiality in regard to information processed, stored, or accessed by the systems is required. The ability to perform in a problem-solving capacity including the evaluation of crisis and emergency situations is required. Demonstrated supervisory ability is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required. The ability to operate and troubleshoot multi-media presentation systems and other classroom-related equipment is preferred.
Other: Must be able to lift and carry objects weighing up to fifty pounds, have sufficient mobility to connect cables which may require climbing ladders or working under desks is required. Must possess visual acuity sufficient for installation and repairs of computers and peripherals, as well as to inspect physical facility conditions.
ESSENTIAL DUTIES AND RESPONSIBILITIES1. Provides user support by installing, configuring, maintaining, and supporting computer-related hardware, operating systems, and application software, including, but not limited to, desktops, laptops, PDAs, smart phones, tablet PCs, printers, scanners, digital cameras, and presentation systems.
2. Consults with faculty, staff, and students by analyzing their information technology requirements, making recommendations regarding hardware and software purchases, and assisting in the purchasing process by defining and providing appropriate contract specifications in accordance with campus-wide standards.
3. Provides direct support to faculty, staff, and students by configuring and supporting desktop and peripheral connections to the University networks and internet which may include hard-wired and wireless access as well as remote access using dialup modem or Virtual Private Network (VPN) functionality.
4. Provides services by implementing and maintaining User Support server hardware and services, implementing and maintain server security in accordance with University guidelines and best practices, and performing server backups to ensure integrity of data and systems.
5. Provides support to computer labs, offices, and classrooms by developing, maintaining, and distributing software images via appropriate utilities and techniques.
6. Ensures that high quality support services are offered by the student workforce by utilizing student employees effectively and actively participating in the student employee evaluation process.
7. Provides support for the effective operation of computer labs by ensuring policies and procedures are enforced in order to provide a safe and secure computer lab environment and maintaining appropriate levels of inventory of computer lab supplies for effective operation.
8. Supports Computer Services operations by identifying, designing, and developing computer software applications, utilities, and/or small systems for internal departmental use, developing departmental web pages with accurate and timely information, and ensuring that technical problems and resolutions are documented in a timely manner.
9. Provides user support services by conducting individual or group training sessions for faculty, staff, and students on computer-related topics and developing, distributing, and maintaining accurate and appropriate end-user documentation.
10. Performs systems administration duties by adding user accounts, resetting user passwords, and configuring security access rights as necessary and appropriate.
11. Acts as a liaison to faculty, staff, and students in problem resolution involving other areas of Information Services by maintaining a professional and positive rapport with faculty, staff, and students, referring faculty, staff, and students to appropriate University and division resources, and providing information concerning University and division policies and procedures.
12. Ensures that a quality program of support services is continuously offered by meeting regularly with the Coordinator of User Support and faculty/staff to review, assess, and suggest improvements regarding technical support.
13. Participates regularly in meeting with campus IT Support Staff maintaining communications and discussing issues affecting campus support such as procurement, implementation, problem determination and resolution, training, and the development of user computing standards.
14. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
15. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses required by the supervisor.
16. Contributes to the overall success of the unit by performing all other duties and responsibilities as assigned by the supervisor.
The Centralized User Support Specialist is supervised by the designated supervisor and directly supervises student employees.
OFFICE OF HUMAN RESOURCES
REVISED AUGUST 2022