What are the responsibilities and job description for the IT User Support Specialist (Onsite) position at Bryan University?
At Bryan University we believe in challenging the boundaries of traditional education and in liberating the innate greatness in people. We know that online learning is the best option for students looking to transform their lives. We offer career-focused degree programs that empower Bryan University graduates with the knowledge and practical skills that lead directly to professional careers.
Visit https://bryanuniversity.edu/about/careers/ to learn more about what makes us stand apart.
This is an onsite position. We will consider applicants that reside in the following states: Arizona - near Tempe.
Pay: $20.00 per hour
Bryan University has been recognized as one of the Top Companies to Work for in Arizona for the past 7 years in a row! We offer a robust benefits package that includes:
- Medical
- Dental
- Vision
- HSA
- Telemedicine
- An Award-Winning Wellness Program
- Tuition Assistant Program
- Short- and Long-Term Disability Options
- Life Insurance
- Employee Assistance Program
- 401K with Company Match
- Generous Paid Time Off
- Volunteer Paid Time Off
- 11 Paid Holidays
- An Empowering Company Culture
- Computer Equipment Provided
- Work from Home
(* includes domestic partner coverage)
POSITION SUMMARY:
The User Support Specialist is responsible for providing computing services and support to university faculty, staff, and students. They are charged with classrooms, workstation, application, print, and lab support. They are the public face of the ITS division and represent the user perspective in all technical operations and project activities.
The User Support Specialist reports to the Director of User Support Services and is charged to understand the goals/objectives of that team and how it supports those of the ITS division.
QUALIFICATIONS:
Experience
2 years of progressive experience in technical/end-user computing support including:
Microsoft Windows
Apple Operation Systems
MS Office suite
Calendaring
Education
Bachelor’s degree in computer science, or equivalent combination of education and experience.
Interpersonal Skills
Excellent verbal and written communication skills.
Excellent customer service, communication and teamwork skills.
Positive attitude and solutions-oriented thinking.
Other Skills
Typing
MS Word
MS Excel
MS PowerPoint
ESSENTIAL FUNCTIONS:
Problem Solving
Collect user information and create Help Desk tickets to identify, prioritize, track, and analyze technology related issues.
Create tickets for 100% of all Help Desk calls.
Diagnose and resolve at least 30% of Help Desk calls.
Achieve and maintain a 90% user satisfaction rating on follow-up surveys.
Develop and maintain Help Desk documentation in accordance with defined ITS standards within 3 business days of any approved changes.
Establish working partnerships with ITS teams and external partners to coordinate problem resolution for operational issues and analyze root cause issues to address underlying user computing problems.
Consultancy
Work with ITS teams and user community in problem analysis, solution identification, issue resolution, and Help Desk ticket escalation.
Provide recommendations to staff and faculty regarding the purchase of new computers and peripherals in accordance with defined ITS standards.
Generate Help Desk data reports and summarize top recurring issues to provide ITS leadership with information that can be utilized to proactively prevent issues that impact users.
Track open/unresolved Help Desk tickets and coordinate ITS communications with end users to facilitate issue resolution of 90% of tickets within 3 business days.
Provide a daily report to Director of any tickets that are older than 3 business days.
Communication:
Interpret meaning and importance of information. Determine appropriate need and method for keeping team members, customers/stakeholders, and management informed.
Utilize plain language in all verbal and written communication.
Keep Help Desk documentation updated using defined standards within 3 business days of approved changes.
Document systems and processes in accordance with defined standards within 3 business days of approved changes.
Work with other ITS User Support Services team members and Director to identify common issues and develop appropriate documentation, training, and/or tip sheets for campus users.
Be engaged and participate in individual discussions, project and team meetings.
Information Processing & Decision Making:
Prioritize allocation of time and resources in accordance with defined university and departmental priorities.
Determine ticket escalation requirements within ITS to facilitate resolution of user issues of at least 90% of tickets within 3 business days.
Actively look to maximize existing university investments and leverage existing systems to solve identified user problems.
Actively look to automate repetitive manual processes.
Coordinate with other ITS staff, functional users, and appropriate vendors to account for security (physical and logical), sustainability, disaster recovery, and business continuity measures in all solutions.
- Perform other duties as required.
- Ability to work in a virtual environment using software technology including but not limited to virtual meeting tools, such as Zoom, Instant Messaging, Canvas Learning Management System (LMS).
- The ability to efficiently operate a computer and its peripheral equipment (keyboard, mouse, etc.).
- Ability to sit or stand for six to eight hours.
- Ability to work at least 40 hours a week in office.
EEO and Accessibility Statement:
Salary : $20
