Information Technology User Services Support Specialist

Contact Information

Joshua Turner
e‑mail: joshua.turner2
Phone: 406‑994‑3133

Classification

Title:

Computer Supp Spec II

Working Title:

Information Technology User Services Support Specialist
Salary Range: $23.00 to $25.25 per hour, commensurate with experience, education, and qualifications
Type:
Classified, Hourly
FLSA Status:
Non‑Exempt
Union: FOCUS‑MFPE
Full‑Time Equivalent: 1.0

As a User Services Support Specialist for University Information Technology, this role provides advanced technical support to staff, students, and faculty across Montana State University. The specialist will be embedded within the Student Wellness Center, supporting Campus Recreation, Counseling and Psychological Services, and Student Health Services. The incumbent will assist with IT system use, provide troubleshooting, deliver training, and support the overall efficiency of operations through Customer Service Management, IT Service Management, Change Management, Knowledge Management, and Process Improvement practices.

• Analyze, troubleshoot, diagnose, and resolve complex user technical problems.
• Provide assistance and troubleshooting for advanced technical issues in workstations, mobile devices, distributed servers, computer peripherals, software applications, operating systems, and network connectivity.
• Support the operation and troubleshooting of audiovisual (AV) systems.
• Communicate with constituents across technical skill levels.
• Research and interpret technical documentation.
• Maintain currency in technical competencies.
• Prioritize workload to meet user needs and Student Wellness objectives.
• Use ticketing system for task assignment, time tracking, customer updates, and knowledge base development.
• Provide user training as needed.
• Track and coordinate onboarding of new staff to meet IT needs.
• Communicate regularly with the AVP of Student Wellness regarding IT needs and challenges.
• Maintain and update IT inventory and recommend replacement schedules.

• Manage assigned IT services, including customer‑facing and infrastructure services using enterprise tools for desktop management.
• Provide technical guidance and advanced support to IT service analysts.
• Monitor service metrics, processes, and procedures to ensure high customer satisfaction.
• Design, recommend, and approve changes to service processes and procedures.
• Participate in the development and management of IT service offerings.

• Maintain and update documentation of specialized Student Wellness systems and coordinate communication with vendors.
• Develop centralized system to track IT contracting and licensing.
• Contribute content to self‑help web and FAQ documentation.
• Collaborate with writers and editors to produce user‑friendly content.
• Regularly update common user issues and resolutions.
• Maintain currency in IT service offerings and support resources.

• Follow information security best practices.
• Adhere to University security policies and guidance of the Information Security Group.
• Communicate and encourage security best practices campus‑wide and within Student Wellness.
• Assess specialized information security needs within Student Wellness departments.
• Recommend best practices and proactively identify security needs.

• Team‑oriented approach.
• Experience supporting Mac OS and Windows OS workstations.
• Experience with mobile device configuration.
• Support for client/server applications, workstation applications, and printing.
• Knowledge of industry‑standard service desk processes (ticketing, first‑call resolution, escalation).
• Competence in multiple IT tools, techniques, protocols, and applications.

• Experience with health‑care management systems, billing, appointment scheduling, medical record databases, and pharmacy systems.
• Support for audiovisual (AV) systems in meeting spaces.
• Experience imaging and deploying operating systems in an enterprise environment.
• Experience in higher‑education or enterprise IT environments.
• ITSM/ITIL training or certification.
• General IT training or certification from a recognized authority.