Computer Support Specialist I - College of Nursing, Missoula Campus - #155971

Montana State University, Inc


Date: 02/23/2021 05:00 AM

City: Bozeman, Montana

Contract type: Full Time

Work schedule: Full Day

This position is located on the Missoula Campus


Assist the College of Nursing IT Lead in conducting inventory of computers. Make sure Surfaces are receiving regular updates. Troubleshoot videoconferencing issues as needed with CON IT Lead. Assist College of Nursing IT Lead in answering (conithelp) helpdesk tickets.


Duties and Responsibilities


Provide computer and videoconferencing system support in person, over the phone and via email for faculty, staff and students in the College of Nursing on the Missoula and Kalispell campuses.


Collaborate closely with the College of Nursing IT Lead to ensure high quality, timely and consistent customer service.


Communicate with a wide range of constituents and knowledge levels regarding technical issues.


Maintain awareness of, and participate in institutional IT programs, projects and initiatives as appropriate or directed.


Understand and follow University purchasing policies, procedures and best practices.


Respond to (conithelp) helpdesk tickets in a timely manner.


Develop training materials including documentation and videos for faculty and staff.


Troubleshoot video systems issues as needed to ensure smooth delivery of instruction.


Proactively track, manage, monitor and secure computers and peripherals, both hardware and software.


Analyze, troubleshoot, diagnose and resolve problems with end user devices.


Maintain competency with management tools required for support (e.g., LANDesk, Web HelpDesk).


Abide by University security policies under the guidance of the College of Nursing IT Lead and the Enterprise Security Group.


Required Qualifications – Experience, Education, Knowledge & Skills


Two years post-secondary education plus experience in computer support, directly assisting end users, or a combination of relevant education and/or experience.


Knowledge of common devices including desktop, laptop and mobile devices, operating systems and applications, and their interaction with associated host systems including Microsoft Windows, Mac OS, Microsoft Office.


Knowledge of video systems and cloud based video conferencing platforms.


Demonstrated experience in troubleshooting to probe and define user problems;


skilled at working in a networked environment including file sharing, e-mail configuration, wireless connectivity, and client network configuration;


skilled at researching and resolving technical problems and common user issues and resolutions;


skilled at using computer and device management tools for maintaining and securing endpoints.


Preferred Qualifications – Experience, Education, Knowledge & Skills


Bachelor’s degree in technical field and progressively responsible experience in technical customer service.


Knowledge of industry standard service management procedures; including computer security and security practices, and networking principles and technology.


Skilled at independent research and application of emerging technologies.


Skilled at computer and device repair and maintenance.


The Successful Candidate Will


Have the ability to provide positive, dependable and consistent phone, face-to-face and email-based customer service; ability to self-direct technical and organizational learning; ability to work effectively in a team environment; ability to follow detailed procedures and document steps in detail; ability to effectively communicate verbally and in written form; ability to collaborate with team members, staff, and customers; ability to maintain currency in technical competencies; ability to pay attention to detail; ability to explain technical instructions in simple or in-depth terms, depending on user proficiency; ability to maintain confidentiality of records and information; ability to think intuitively and analytically to break down and resolve problems; ability to maintain a welcoming, dependable, organized workspace; and the ability to communicate IT practices to a wide range of constituents.


Position Special Requirements/Additional Information


This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.


Physical Demands


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required.


This position has supervisory duties?


No

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