IT Specialist

Temporary/Permanent:
Permanent

• * Serves as advanced level technical support person in the provision of all personal computer technical support and services systemwide/university wide. Performs in-depth technical advisement and problem resolution on PC-based hardware and software, local area network (LAN), and various cross-platform technical problems and issues.
• * Recruit, train, supervise, evaluate, and manage Client Services & Operations Center (CSOC) student employees and provide technical advice to them.
• * Schedules CSOC student employees to meet operational requirements and demands.
• * Develops and maintains a sustainable recruitment process for CSOC student employees and plans for skill development opportunities through student positions.
• * Collaborates with CSOC Leadership on the development, recommendation, formulation, documentation, and implementation of operating procedures for the CSOC group, specifically those relating to CSOC student employees and ITS Help Desk and ITS Computer Lab operations and service delivery.
• * Plans, advises, and assists in the development of computer support and service delivery strategies in consultation and cooperation with the CSOC Leadership Team in support of organizational and University missions and goals.
• * Researches, recommends, supports, tests, and maintains software applications that are needed by the faculty, staff, and students of the University to accomplish their daily tasks.
• * Researches, recommends, implements, supports, tests, and maintains software applications, devices, and hardware required for Information Technology Services (ITS) Help Desk and ITS Computer Lab operations and service delivery.
• * Advises and assists users with integration of Apple and Windows-based systems into ITS, administrative, and academic applications and services.
• * Provides technical assistance and utilizes the ITSM system appropriately for issue tracking, closure, and customer response.
• * Coordinates, prepares, and maintains documentation and knowledge related to the application of computer technology, supported software-based systems, and services provided by CSOC and ITS using the Information Technology Service Management (ITSM) system.
• * Monitors the status, performance, and availability of essential production resources, including the UH network, enterprise systems, ITS Data Center facilities, and scheduled jobs.
• * Prepares and coordinates communication with stakeholders internal and external to ITS regarding issues, updates, and general announcements related to ITS services.
• * Follows and implements directives and guidance related to best practices from University of Hawai`i System Information Technology Services.
• * Ensures the consistent adoption, implementation, and enforcement of recommendations issued through University of Hawai`i System Information Technology Services.
• * Keeps abreast of recommendations issued through University of Hawai`i System Information Technology Services and takes timely action as needed.
• * Continuously monitor and lead initiatives to enhance system reliability, security, and operational efficiency. Supervise and mentor IT staff to ensure that administrative directives and industry best practices are understood and followed.
• Collaborates with ITS information security staff to respond to reports of security policy violations, including remediation of those violations.
• Advises and assists users in evaluating and selecting appropriate computer hardware and software for the solution of their problems, and provides basic technical consulting on the implementation and application of selected solutions.
• Develops test methodology, complete quality assurance testing, and document new applications or new versions of software.
• Prepares, develops, and trains on materials related to primary support areas for internal staff and University Stakeholders.
• Troubleshoots identity management system issues systemwide (e.g. username creation and management, password management, access to online services, registration assistance).
• Keeps current on rapid developments and emerging technologies by researching…