Computer Supp Spec II

Computer Supp Spec II

The College of Letters and Science is looking for an energetic, collegial, customer-oriented IT Professional who is dedicated to providing high quality IT support to faculty and staff in the College in their mission to deliver outstanding educational and research opportunities to the students at Montana State University.

Reporting to the College of Letters and Science (CLS) Senior IT Support Manager, the full time Computer Support Specialist II will provide high quality, advanced customer-oriented IT support for the faculty and staff of CLS. The Computer Support Specialist II handles deployment, maintenance, security, miscellaneous projects, and engages with the larger IT community on behalf of the CLS Senior IT Support Manager.

S/he serves as the lead desktop support position in the College and local expert deploying and maintaining a broad range of technology, and acting in a diverse set of IT support functions including but not limited to: desktop hardware, desktop software, wired/wireless network troubleshooting, thin/zero clients, virtual machines, IT security, printers, specialty computing hardware used in scientific research, project planning and implementation, end-user training, etc.

The successful candidate will be friendly, self-starting, detail-oriented, organized, efficient, and quick-learning, in addition to being capable of working on site, alone, and as part of a team.

Oversees and manages the College's desktop support, including prioritizing and managing tickets, as well as proactively replacing, deploying and maintaining the technology needs of the College's faculty and staff. Manages ticket life-cycle including assignment, resolution, documentation, follow-up, and escalation of service requests. Utilizes centralized desktop management software, sensitive data stewardship software, asset management tools, and other on-going institutional endpoint security and compliance systems to maintain and secure College of Letters & Science assets.

Works closely with College of Letters & Science faculty and staff to assess, recommend, deploy, and maintain IT solutions. Ensures compliance with University and College IT security procedures and best practices. Trains faculty and staff how to properly maintain hardware and software security. Engages with the larger IT community to identify and support all MSU users. Participates in "Shared Services" software support and management as deemed appropriate by their supervisor.

Provides installation, end-user support, and troubleshooting for desktop computing hardware, software, and peripherals. Provides hardware and software lifecycle management by researching, evaluating, recommending, purchasing, and implementing replacement technology as necessary. Train and manage student workers as needed.

Two years of full-time progressively responsible IT experience in an enterprise environment, or an equivalent combination of work experience, relevant education, and professional certifications. Demonstrated experience providing exceptional customer service and deployment, maintenance and troubleshooting on a wide variety of hardware, software and peripherals including Microsoft Windows, Apple MacOS/iOS, and Android devices. Demonstrated success troubleshooting technical desktop computer problems in an enterprise network, with experience in a Microsoft Active Directory environment.

Ability to pay close attention to detail, utilize and build processes, and a desire to learn new things.

Demonstrated experience working in an enterprise ticketing system. Demonstrated experience with virtual desktops, and/or applications (e.g. DellWYSEand Teradici). Demonstrated experience with Linux desktops. Demonstrated experience with printing. Demonstrated experience working with specialized scientific hardware and software. Demonstrated experience with website content management systems. Demonstrated experience with Mac endpoint management systems. Industry certifications (CompTIA, Microsoft, VMware,ISC, etc.).

Demonstrate advanced technical ability in IT support areas and expertise sharing. Ability to communicate effectively with faculty, staff,…