• University of Montana Information Technology (IT)
• invites applications for a
• Computer Support Specialist II
• to join their team. Reporting to the Executive Director of Client Experience in UM Information Technology, the individual in this position is responsible for the day to day support and service provided by student technical staff. Additionally, this position focuses on support for the academic departments. This position is responsible for assisting the Manager of Academic IT Support with supporting computer labs, faculty roll-out of computing devices, and for responding to user needs for all departments supported by UM IT in the form of issue resolution and technical training as required.
• Responsible for the recruitment, hiring and training of student technicians
• Responsible for managing day today operation of UM IT Help TECs, including supervision of student employees
• Responsible for assessing, observing, recommending, and implementing changes to improve the TEC program and technical support provided by student technicians
• Provide support for student staff to aid them in fulfilling their roles and job duties
• Serve as a liaison between end-users and appropriate support personnel and advise on technology issues as they arise
• Complete IT projects by performing as a project leader and manager, technician, and team member with role depending on task. Utilize campus resources to solve problems and answer questions and refer problems to appropriate contacts.
• Work with student staff to keep UM IT help desk location(s) clean, organized, and functional
• Manage daily phone support, including training, standardization of execution, and assessment (logged calls and satisfaction survey)
• Work with student supervisory team(s) to create and maintain student scheduling. This includes, but is not limited to monitoring student staff attendance, missed office hours, office tardiness, etc.
• Attend departmental rounds with student staff occasionally to assist with difficult issues and to stay attuned to the current operations and needs of the departmental employees supported
• Facilitate setup and necessary assessment of student internship criteria
• Oversee progress on incident and service requests (tickets) to ensure prompt and sufficient service, as well as accurate billing and solution documentation.
• Work daily with other IT staff to maintain progress on tickets, taking on work, delegating or escalating as appropriate.
• Develops technical support materials and system documentation.
• Co-ordinates awareness of existing and new technical issues and presents to the Client Experience team at regular meetings.
• Act as a point of escalation for faculty and campus staff support issues
• Has excellent oral, written communication, and organizational skills
• Expected to develop and support relationships with departmental tech liaisons and leadership
• Advise the Executive Director on the creation and implementation of office standards and assist in evolving practices as internal structure changes
• Read all emails sent to UM IT Help Supervisors distribution list and disseminate appropriate information accordingly
• Perform as a partner and contributor to the UM IT Client Experience supervisory team
• Works with independence and initiative to see work through to effective completion
• Facilitate TEC team meetings, sometimes with other supervisory team members, to ensure team goals are being met
• Participate in strategic planning which considers short and long-term objectives within developed budget, technical, logistical and other constraints
• Serve on committees, such as the Student Instructional Equipment Fee committee, hiring committees, or IT Governance bodies or sub-committees
• Ability to deliver exceptional customer service, be service-oriented, forward-thinking, and innovative
• Ability to use standard office and technical tools, such as:
+ Microsoft Office Suite
+ Network shares
+ Command line and console interaction
+ Remote Desktop Connection and other remote computing tools
• Experience managing or supervising
• Demonstrated ability to self-organize and manage work time and multiple priorities
• Demonstrated ability to adapt to changes in client needs as well as policies and procedures
• Extensive knowledge of operating systems and client devices:
+ Windows
+ Mac OS
+ Desktops
+ Laptops
+ Tablets
+ Smart Phones
• Demonstrated ability to effectively troubleshoot end-user issues as well as back-end systems
• Communicate technical details effectively with lay users in person, over the phone, and in writing
• Ability to understand clients requirements and goals and translate those into functional business solutions
• Research skills to gather, analyze and organize information to generate meaningful solutions to complex problems
• Demonstrated ability to rapidly learn and implement new technologies
• Ability to fully and effectively document implementations according to office standards
• Bachelors degree in educational technology, information technology, or a related field
• Familiarity working in Higher Education environment
- Letter of Interest addressing your qualifications and experience related to the stated required skills for the position. A general letter salutation such as Dear Search Committee or Dear Hiring Manager is acceptable.
- Detailed Resume listing education and describing work experience
- Professional References names and contact information for three (3) professional reference