At Montana State University, we rely on our IT (Information Technology) systems to power the solutions that help drive success for our students, faculty, staff, and the community across the state of Montana. We are seeking an experienced Desktop Support Specialist to join us on this journey, using their customer service and technology skills to make Montana State more effective and efficient.

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 full-time Computer Support Specialist II will provide technical leadership and advanced support to IT Service Analysts, monitor service metrics, processes and procedures to assure a high degree of customer satisfaction and operational efficiency


Duties and Responsibilities

• Perform basic problem solving, assistance and user instruction on various software applications and hardware systems.
• In conjunction with the UIT Service Desk, Analyze, troubleshoot, diagnose, and resolve complex user technical problems while communicate with a wide range of constituents and knowledge levels regarding technical issues.
• Lead by example, creating a culture of success, collaboration and empowerment while providing world class customer service, handling escalated issues from customers, assisting and supporting Embedded IT teams and customers, helping senior managers to identify and address successes, opportunities, failures, risk and challenges, forming contingency plans as applicable, all while working effectively with all teams implementing strategies to increase value, productivity and overall client experience.
• Quantifying performance and effectiveness of support, by monitoring service metrics, processes, and procedures to assure a high degree of customer satisfaction and operational efficiency.
• Manage IT services as assigned including customer-facing and supporting infrastructure services using enterprise tools for ticket management and desktop management.
• Using Knowledge Management best practices, 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.
• In coordination with the leadership of the User Services Group, provide mentorship, development, training, and guidance for all new and existing team members, in addition to training student employees and MSU students, faculty and staff.
• Assist team leadership on developing tactical and strategic plans, managing projects, open job searches, research, and development of initiatives, and in the implementation of new technologies, establishing, recommending and implementing policies to ensure quality, timely and efficient design of services, writing progress reports and delivering presentations to the relevant stakeholders.
• Keeping up to date with industry trends, developments and maintaining currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems. Assists with the installation, configuration and maintenance of computers, workstations and/or other related equipment and devices.
• Performs miscellaneous job-related duties as assigned.
• Ensure that UIT team members and MSU customers abide by University security policies and the guidance of the Enterprise Security Group, while communicating and encouraging security best practices throughout campus.

Required Qualifications \xe2\x80\x93 Experience, Education, Knowledge & Skills

• Demonstrated experience providing customer support for users with workstations with both Mac OS and Windows OS, providing support for mobile device configuration and experience deploying computer operating system in an enterprise environment and printing support.

• Demonstrated IT Service Management experience designing, building, delivering, operating, updating, and controlling IT (Information Technology) services offered to customers using industry best practices.

• Proven experience of Knowledge Management best practices, creating, sharing, using, and managing the knowledge and information of an organization including website use and outward communications.

• Demonstrated competence of multiple information technology tools, techniques, standards, principles, protocols, languages, applications, systems, or procedures.

• Proven experience supporting IT (Information Technology) security management, protecting an organization\xe2\x80\x99s data, users and assets against potential threats utilizing IT Security best practices.

• Proven Experience identifying, analyzing, and improving existing business processes to optimize team performance and customer satisfaction.

• Demonstrated experience ensuring that projects are successfully delivered utilizing project management best practices.

• Experience with a help desk ticketing system.

Preferred Qualifications \xe2\x80\x93 Experience, Education, Knowledge & Skills

• Demonstrated experience using an enterprise desktop management tool such as Ivanti, JAMF or other management tool.

• Demonstrated training in ITSM/ITIL best practices.

• Bachelor\xe2\x80\x99s degree or master\xe2\x80\x99s degree in a Computer Science, Information Systems, or Business related field.

• HDI (Help Desk Institute) KCS (Knowledge Centered Support) or equivalent certifications.

• Knowledge of SolarWinds Web Help Desk.

• IT Service Desk support.

The Successful Candidate Will

• Demonstrate excellent interpersonal skills.
• Work effectively and cooperate with all university IT staff in a team-oriented environment.
• 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.
• Represent the department and university to others in a professional and courteous manner.
• Research and translate technical information into in-person and remote training and web-based documents for non-technical and technical users.
• Have a track record of creating effective, clear and concise documentation and communications.
• Be self-directed in technical and organizational learning.
• Meet deadlines and project goals and be able to prioritize responsibilities and work independently.
• Can organize disparate information from multiple sources into coherent content.
• Have proven success in engaging partners and leading projects to completion.
• Must possess initiative, good organizational skills, attention to detail, sound business judgment, and excellent written/verbal skills.
• Be able to receive direction and produce results in a timely manner with minimum oversight and prioritize to meet deadlines while producing high-quality results.
• Be curious about new & emerging technologies, with a desire to implement for the betterment of campus and stakeholder experiences.

Position Special Requirements/Additional Information

• This position is not eligible for sponsorship.
• Must have a valid driver\xe2\x80\x99s license and a good driving record.
• Must be able to successfully complete a comprehensive background check.

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\xe2\x80\x99s 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\xe2\x80\x99s 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 April 30, 2024; 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\xe2\x80\x99s Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran\xe2\x80\x99s preference please complete the veteran\xe2\x80\x99s preference information located in the Demographics section of your profile.




MSU\xe2\x80\x99s Non-Discrimination Policy and Discrimination Grievance Procedures can be located on the MSU Website: https://www.montana.edu/hr/recruitment/dualcareer.html