What are the responsibilities and job description for the IT User Support Specialist position at Saint Mary's College?
Description
We are seeking an IT User Support Specialist to deliver exceptional technical support to faculty, staff, and students. This role ensures technology assistance aligns with the latest industry trends, innovations, and departmental policies.
Key responsibilities include recruiting, training, and supervising student employees who serve as the first point of contact for Level 1 support, helping to maintain a responsive and knowledgeable support environment for our academic community.
The IT User Support Specialist will respond promptly to requests for assistance via phone, email, and in-person interactions, ensuring timely and satisfactory resolution of technical issues, Hire, train, and supervise student staff across ResNet, the Helpdesk, and the Trumper Computer Center and Troubleshoot hardware, software, and account access issues for faculty, staff, and students. This position will enter assign, and monitor Helpdesk and ResNet tickets using ticketing and tracking systems, and stay current with emerging technologies through continuous professional development to better support campus systems.
The IT User Support Specialist will maintain printers and manage print accounting systems in campus computer labs and classrooms, document solutions and create knowledge base entries for frequently asked questions and recurring issues, and provide input on improving service efficiency, reducing costs, and enhancing client satisfaction. This position will assist users in connecting various devices to the campus network and provide additional troubleshooting support.
The IT User Support Specialist will collaborate effectively with team members and maintain a positive, client-centered attitude, and support both personally-owned and College-owned devices with issues related to network access, VPN connectivity, licensed software, printing, and online resource access.
The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities and requirements .
Minimum Qualifications
- Knowledge of and commitment to the mission of Saint Mary’s College.
- Strong knowledge of current macOS and Windows operating systems.
- Strong knowledge of Microsoft Office software.
- Strong knowledge of Google Workspace.
- Comfort with troubleshooting network connectivity issues on a variety of devices.
- Excellent communication skills and telephone etiquette.
- Strong organizational skills.
- Detail oriented with the ability to multitask.
- Previous experience in an IT Service Desk role.
- Familiarity with tracking system software and maintaining SLA compliance.
- Ability to work closely with others in a team environment yet also highly motivated with an ability to work independently.
- After-hours support as requested.
Schedule
40 Hours/ 12 Months/ Monday – Friday
