Information Technology User Services Support Specialist

Information Technology User Services Support Specialist

This position is not eligible for sponsorship.

As a User Services Support Specialist for University Information Technology, this role provides advanced technical support to staff, students, and faculty with varied technical proficiency for all users at Montana State University.

• Analyze, troubleshoot, diagnose, and resolve complex user technical problems.
• Provide assistance and troubleshooting for advanced technical issues in one or more specializations such as workstations, mobile devices, distributed servers, computer peripherals, software applications, operating systems, and network connectivity.
• Support the operation and troubleshooting of audiovisual (AV) systems, ensuring reliable use of technology in meeting and shared‑use spaces.
• Communicate with a wide range of constituents and knowledge levels regarding technical issues.
• Research and interpret technical documentation.
• Maintain currency in technical competencies.
• Prioritize workload to meet the needs of the end user and Student Wellness.
• Use ticketing system for assignment of task, for tracking time, providing updates to customer, and developing knowledge base.
• Provide training to end users as needed.
• Provide tracking and coordination of onboarding new staff in Student Wellness to ensure IT needs are met.
• Communicate regularly with the AVP of Student Wellness about Student Wellness partners’ IT needs and challenges and share relevant IT communications with the entire Student Wellness team.
• Maintain and update IT inventory within Student Wellness and make recommendations on replacement schedules.

• Manage IT services as assigned including customer-facing and supporting 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 assure a high degree of customer satisfaction and operational efficiency.
• 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 as needed.
• Develop centralized system to track IT systems contracting and licensing and work with Student Wellness leadership to ensure compliance with university processes and procedures.
• Contribute content to self‑help web and FAQ documentation.
• Collaborate with writers and editors to develop content in a user‑friendly format.
• Frequently update common user problems and resolutions.
• Maintain currency in IT service offerings, associated technical support resources, and organizational structures.

• Follow information security best practices.
• Abide by University security policies and the guidance of the Information Security Group.
• Communicate and encourage security best practices throughout campus and within Student Wellness.
• Assess specialized information security needs within Student Wellness departments.
• Recommend best practices among customers, including proactively asking questions to determine security needs.

• Demonstrated ability to work effectively as a member of a team.
• Demonstrated experience providing customer support for users with workstations with both Mac OS and Windows OS.
• Demonstrated experience providing customer support for client/server applications, for common workstation applications, and printing support.
• Relevant knowledge of industry standard service desk processes and procedures (trouble ticketing, 1st call resolution, escalation, ticket tracking).
• Demonstrated competence of multiple information technology tools, techniques, standards, principles, protocols, languages, applications, systems, or procedures.

• Demonstrated experience with health care management systems, health care billing systems, appointment systems, medical record databases, and…