Position:            IT Support Specialist

Classification:    Full-time/Non-Exempt 

Department:      Information Technology 

Reports to:        VP of Information Technology/CIO 

Posted:              March 2025

GENERAL SUMMARY 

We are seeking a dedicated and customer-focused IT Support Specialist to join our team. The ideal candidate will possess strong problem-solving skills, technical knowledge, and the ability to communicate effectively with both technical and non-technical users. This position assists with hardware, software, and end-users on campus. The individual in the position reports directly to the VP for IT/CIO.

The University of Sioux Falls is a private, Christian University offering a positive, collegial work environment and a strong benefit and compensation package. The benefit package for this full-time, on-ground position includes, but is not limited to, health and dental insurance, employer HSA contributions, tuition remission, and vacation, sick, holiday, and emergency benefit leave in a full-time employee compensation package. 

MAJOR FUNCTIONS 

• Create and maintain operating system and software images for campus PCs and related hardware. 
• Maintain all campus computer labs and classroom technology in good working order, ensuring the availability of necessary supplies for printers and computers.
• Assist in the monitoring and management of IT systems for potential issues and performing of proactive troubleshooting to prevent disruptions and ensure devices and systems remain in optimal working order, such as: 
  1. Maintenance of current anti-virus and malware protection systems, including but not limited to, appropriate patch levels for computer operating systems and applications.
  2. Assist other staff with regular penetration testing, PCI compliance, compliance audits, and remediation of any vulnerabilities.
• Maintain the inventory of campus hardware and software assets, including secure disposal of obsolete hardware.
• Act as the first line of support to deliver prompt and efficient solutions to end-users requesting technical assistance through phone, email, ticketing systems, or in-person interactions, ensuring clarity and a friendly approach.
  1. Escalate or coordinate with other IT staff as necessary to address complex issues.
• Train end-users in the specific use of applications and systems, including but not limited to operating systems, office applications, interfaces with mobile devices, and security policies related to these systems.
• Train end-users in best practices for secure handling of data and protecting devices from intrusion by viruses, malware, phishing attacks, and other cyber threats. 
• Assist in maintaining user accounts in accordance with institutional policy.
• Assist in the development and implementation of security measures within the institution's IT infrastructure. 
• Assist in developing policies and practices for documenting, assigning, and protecting campus hardware.
• Assist with campus infrastructure and audio/visual support as needed.

GENERAL RESPONSIBILITIES

• Complies with all USF policies and regulations, as well as those of outside agencies and vendors, including but not limited to Title IX, NCAA, NSIC, the Department of Education, the Clery Act, FERPA, the Equal Employment Opportunity Commission, the Department of Labor, and the Department of Justice.
• Other job-appropriate duties as assigned  

QUALIFICATIONS 

• Minimum of an AA Degree in Information Systems and IT field experience required. 
• Minimum of two years of experience in IT field required.
• Certification or experience preferred in CompTIA (A ), CompTIA Security , IT Customer Support, or IT Help Desk/End-user training.
• Knowledge of Windows, macOS, and common software applications (Microsoft Office Suite, email clients, etc.).
• Proven experience in working with computer hardware, including computer assembly, troubleshooting hardware issues, and recommending hardware solutions, with the ability to quickly learn new technologies and systems.
• Demonstrated knowledge of network infrastructure and how end-user hardware communicates through campus network systems. 
• Experience with common end-user applications, including ability to install, support, and help instruct users in the usage of applications. 
• Demonstrated ability to communicate effectively as well as strong time-management skills, problem-solving and analytical skills and experience while managing multiple priorities in a fast-paced environment. 
• Verifiable knowledge of current technology and best practices in the IT, cybersecurity, and higher education data systems field. 
• Demonstrated effective written and oral communication with ability to create clear documentation for projects and procedures to be understood by end users, customers, and vendors.
• Ability to work independently and in a team-oriented environment; and, customer-service-oriented with a focus on providing a positive user experience.
• Occasional work during night or weekend is necessary.
• Ability to regularly climb ladders, pull cable, and/or lift up to 30 pounds; successfully pass required background check; valid driver’s license and ability to stand and sit at desk during the course of the job.
• Commitment and ability to support the educational and Christian mission of USF.

APPLICATION   

Applicants must provide a cover letter, resume, and a minimum of three professional references that would speak to work experience. Review of applications will begin immediately and continue until the position is filled. 

The University of Sioux Falls is an Equal Opportunity, Affirmative Action Employer.