Job description

UIT Mission Statement:
In support of the Montana State University mission, University Information Technology promotes, develops, delivers, and facilitates the use of information technology services and resources.

Under the direction and guidance of senior IT staff, the Computer Support Specialist II will be responsible for providing customer service for students, staff and faculty. The candidate will analyze, troubleshoot, diagnose and resolve complex user technical problems. Additionally, the candidate will provide assistance and troubleshooting for advanced technical issues in one or more specializations such as workstations, mobile devices, computer peripherals, software applications, operating systems and network connectivity.

The Computer Support Specialist II will provide technical leadership and advanced support to IT Service Analysts (Service Desk), monitor service metrics, processes and procedures to assure a high degree of customer satisfaction and operational efficiency.

Duties and Responsibilities
Customer Service
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.
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 the IT Center.
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.

Service Management / Enterprise Desktop Management
Manage IT services as assigned including customer-facing and supporting infrastructure services using enterprise tools for desktop management and antivirus.
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.
Train, guide, and qualify student interns and IT service analysts in performance of assigned IT services.

Knowledge Management
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.

Security Responsibility
Follow information security best practices.
Abide by University security policies and the guidance of the Enterprise Security Group.
Communicate and encourage security best practices throughout campus.
Assess information security needs.
Recommend best practices among customers, including proactively asking questions to determine security needs.

Required Qualifications – Experience, Education, Knowledge & Skills
Bachelor’s degree in information technology including experience in an enterprise environment, or an related field and equivalent combination of relevant education and experience.
Demonstrated experience providing customer support for users with workstations with both Mac OS and Windows OS. Providing support for mobile device configuration.
Demonstrated experience providing customer support for client/server applications, for common workstation applications, and printing support.
Demonstrated experience using Active Directory and Group Policy for computer management.
Demonstrated competence of multiple information technology tools, techniques, standards, principles, protocols, languages, applications, systems, or procedures.

Preferred Qualifications – Experience, Education, Knowledge & Skills
Demonstrated experience using an enterprise desktop management tool such as SCCM, LANDesk, KACE or other management tool.
Demonstrated experience deploying computer operating system in an enterprise environment.
Demonstrated experience using a managed antivirus product in an enterprise environment.
Relevant knowledge of industry standard service desk processes and procedures (trouble ticketing, 1st call resolution, escalation, ticket tracking).
Demonstrated training in ITSM/ITIL best practices.

The Successful Candidate Will
Work effectively and cooperate with all university IT staff in a team oriented environment.
Follow detailed procedures and document steps in detail.
Ability to effectively communicate IT practices verbally and in written form to a wide range of constituents
Think intuitively and analytically to break down and resolve problems.
Demonstrate excellent interpersonal skills.
Represent the department and university to others in a professional and courteous manner.
Able to work a flexible schedule to facilitate University Information Technology maintenance windows.

Position Special Requirements/Additional Information
Must have a valid driver’s license and a good driving record.

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.

Physical Demands
This job description should not be construed as an exhaustive state of duties, responsibilities, or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.

This position has supervisory duties? No
Posting Detail Information

Number of Vacancies 1
Desired Start Date Upon a successful search
Position End Date (if temporary)
Open Date
Close Date

Applications will be:
Screening of applications will begin on March 14, 2023; however, applications will continue to be accepted until an adequate applicant pool has been established.

Special Instructions
Diversity Statement

Montana State University values diverse perspectives and is committed to continually supporting, promoting and building an inclusive and culturally diverse campus environment. MSU recognizes the importance of work-life integration and strives to be responsive to the needs of dual career couples.

In compliance with the Montana Veteran’s Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran’s preference please complete the veteran’s preference information located in the Demographics section of your profile.

MSU’s Non-Discrimination Policy and Discrimination Grievance Procedures can be located on the MSU Website: https://www.montana.edu/hr/recruitment/dualcareer.html

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