Computer Support Specialist II IT

Profile

Intra-Departmental Recruitment
Only current UM Employees* of Information Technology are eligible.
*Open to all employee types including Temporary Staff and Student Employees.
Information Technology
invites applications for a
Computer Support Specialist II
to join their team. Reporting to the Executive Director of Client Experience in UM Information Technology, the individual in this position is directly responsible for the day-to-day support and service provided by student technical staff. This position is also responsible for assisting the Director of Academic IT Support and the Director of Administrative IT Support and for responding to user needs for all departments supported by UM IT in the form of issue resolution and technical training as required.
Major functions of this position include but are not limited to:
Management
Recruitment, hiring and training of student technicians.
Managing day-to-day operation of UM IT Help TECs, including supervision of student and full time TEC employees.
Assessing, observing, recommending, and implementing changes to improve the TEC program and technical support provided by student technicians.
Serve as a liaison between end-users and appropriate support personnel and advise on technology issues as they arise.
Complete IT projects by performing as a project leader and manager, technician, and team member with role depending on task. Utilize campus resources to solve problems and answer questions and refer problems to appropriate contacts.
Work with student and full time staff to keep UM IT help desk location(s) clean, organized, and functional.
Manage daily phone support, including training, standardization of execution, and assessment (logged calls and satisfaction surveys).
Work with student supervisory team(s) to create and maintain student scheduling. This includes, but is not limited to monitoring student staff attendance, missed office hours, office tardiness, etc.
Attend departmental rounds with student staff occasionally to assist with difficult issues and to stay attuned to the current operations and needs of the departmental employees supported.
Facilitate setup and necessary assessment of student internship criteria.
Technology Management
Oversee progress on incident and service requests (tickets) to ensure prompt and sufficient service, as well as accurate billing and solution documentation.
Work daily with other IT staff to maintain progress on tickets, taking on work, delegating or escalating as appropriate.
Develop technical support materials and system documentation.
Coordinate awareness of existing and new technical issues and presents to the Client Experience team at regular meetings.
Act as a point of escalation for faculty and campus staff support issues.
Research & Reports
Provide ticket assessment reports to facilitate staff and resource planning and management.
Conduct satisfaction surveys and data analysis and reporting.
Provide reports to facilitate planning related to faculty roll-outs, computer lab refresh, and general device replacement using asset management and tools such as LabStats.
Research upcoming needs and technology trends to facilitate campus technology needs.
Communication
Expected to develop and support relationships with departmental tech liaisons and leadership.
Advise the Executive Director on the creation and implementation of office standards and assist in evolving practices as internal structure changes.
Read all emails sent to UM IT Help Supervisors distribution list and disseminate appropriate information accordingly.
Team Participation
Perform as a partner and contributor to the UM IT Client Experience supervisory team.
Work with independence and initiative to see work through to effective completion.
Facilitate TEC team meetings, sometimes with other supervisory team members, to ensure team goals are being met.
Participate in strategic planning which considers short and long-term objectives within developed budget, technical, logistical and other constraints.
Serve on committees, such as the Student Instructional Equipment Fee committee, hiring committees, or IT Governance bodies or sub-committees.
Upon completion of training, the incumbent will develop:
Familiarity with support ticketing systems, such as TeamDynamix, Zendesk or Request Tracker
Familiarity with task or project management tools, such as Basecamp, Trello, or Wrike
Familiarity with system management and provisioning systems, such as Puppet, Deploy Studio, Landesk, Windows Deploy Studio, or FOG
Thorough understanding of state and federal regulations including HIPAA, FERPA, and other regulatory standards, such as PCI DSS
Required Skills
Ability to deliver exceptional customer service, be service-­oriented, forward­-thinking, and innovative
Ability to use standard office and technical tools, such as:
Microsoft Office Suite
Network shares
Command line and console interaction
Remote Desktop Connection and other remote computing tools
Demonstrated ability to self-organize and manage work time and multiple priorities
Demonstrated ability to adapt to changes in client needs as well as policies and procedures
Extensive knowledge of operating systems and client devices
Demonstrated ability to effectively troubleshoot end-user issues as well as back-end systems
Ability to communicate technical details effectively with lay users in person, over the phone, and in writing
Ability to understand clients’ requirements and goals and translate those into functional business solutions
Research skills to gather, analyze and organize information to generate meaningful solutions to complex problems
Demonstrated ability to rapidly learn and implement new technologies
Ability to fully and effectively document implementations according to office standards
Minimum Required Experience
Associate degree in a relevant information technology field and at least four (4) years of experience of technical support.
Experience managing or supervising.
Preferred Qualifications
Bachelor’s degree in educational technology, information technology, or a related field
Familiarity working in Higher Education environment
Knowledge, skills, and abilities required to serve as upper-tier support when issues are escalated
Ability to self-educate to improve knowledge of the technology, systems, procedures, and policies of UM IT in order to provide excellent support
Experience as an escalation point above base-level tech support
Experience managing a diverse IT helpdesk with multiple employees and a diverse array of clients using varied technologies
Familiarity with virtual computing environments including machine virtualization, as well as desktop and application virtualization
About Information Technology
and UM
IT CORE VALUES
Agility
Collaboration
Relationships
Service
**MEMBERS ONLY**SIGN UP NOW***. is flagship, research institution with approximately 10,000 undergraduate and graduate students. It is located in Missoula, a culturally vibrant community of about 75,000, surrounded by mountains and three rivers converge. Abundant recreational opportunities in surrounding state and national forests and nearby Glacier National Park and Yellowstone National Park complement a thriving intellectual atmosphere. **MEMBERS ONLY**SIGN UP NOW***. offers eligible employees a generous benefits package that positively separates UM from other local employers and offers many programs and policies to support work-life balance for its employees.
**MEMBERS ONLY**SIGN UP NOW***. is an Affirmative Action/Equal Opportunity employer and has a strong institutional commitment to the principle of diversity in all areas. In that spirit, we are particularly interested in receiving applications from a broad spectrum of qualified people who would assist the University in demonstrating its five priorities for action
: Place student success at the center of all we do; drive excellence and innovation in teaching, learning, and research; embody the principle of “mission first, people always; partner with place; and proudly tell the UM story.
To learn more about **MEMBERS ONLY**SIGN UP NOW***., please visit the links below.
University of Montana
Video: Mission First, People Always
UM on YouTube
Position Details
Position Title:
Computer Support Spec II
Position Number:
411530
Department:
IT
Work Schedule:
Full-time, 1.0 FTE (40 Hours a week), Monday through Friday 8:00 am to 5:00 pm, 12 months/year
Salary:
$19.709/hr
- Current employee’s rate of pay for this position will be determined by the staff compensation plan and will minimally be this posted salary. For questions and details regarding the staff compensation plan
, email the
Compensation Department
Union Affiliation:
FOCUS-MFPE
Probationary Period:
Six months minimum
Benefits Include
Insurance package, mandatory retirement plan, partial tuition waiver, and wellness program.
Criminal Background Investigation is required prior to the Offer of Employment In accordance with University regulations, finalists for this position will be subject to criminal background investigations. ADA/EOE/AA/Veteran's Preference
Reasonable accommodations are provided in the hiring process for persons with disabilities. For example, this material is available in alternative format upon request. As an Equal Opportunity/Affirmative Action employer, we encourage applications from minorities, veterans, and women. Qualified candidates may request veterans’ or disabilities preference in accordance with state law. References:
References not listed on the application materials may be contacted; notice may be provided to the applicant. Testing:
Individual hiring departments at UM may elect to administer pre-employment tests, which are relevant to essential job functions. Employment Eligibility:
All New Employees must be eligible and show employment eligibility verification by the first date of employment at UM, as legally required (e.g., Form I-9).

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