Computer Support Specialist I/II

Great Falls College Montana State University, United States

Updated: about 18 hours ago
Location: Great Falls, MONTANA
Deadline: ;

Position Information


Working Title Computer Support Specialist I/II
Brief Position Overview
As the Great Falls College single point of contact for IT services, the Computer Support Specialist role provides a range of services within the context of incident and service request management. This includes first line technical support and problem resolution for students, faculty, and staff in the use of desktop and laptop computers and peripherals, mobile devices, software applications, operating system problems, network connectivity, resource access problems, security and ID management, account, and service request coordination.
Position Number 3N0421
Department Office of Administration & Finance
Division Information Technology
Appointment Type Classified
Contract Term
Semester
If other, specify From date
If other, specify End date
FLSA Non-Exempt
Union Affiliation FOCUS-MFPE
FTE 1
Benefits Eligible Yes
Compensation Hourly
Salary $18.60 to $23.50 per hour
Contract Type Classified Hourly
If other, please specify
Recruitment Type External


Position Details


General Statement
As the Great Falls College single point of contact for IT services, the Service Desk Analyst role provides a range of services within the context of incident and service request management. This includes first line technical support and problem resolution for students, faculty, and staff in the use of desktop and laptop computers and peripherals, mobile devices, software applications, operating system problems, network connectivity, resource access problems, security and ID management, account, and service request coordination.
Duties and Responsibilities
  • Incident / Service Request Management: Triage incoming tickets, work to resolve tickets, follow escalation process to coordinate resolution of tickets, follow up on incidents and service requests as needed, work to improve processes or develop needed processes.
  • Knowledge Management: Individually contribute and collaborate with other teams to provide and maintain content for IT knowledge base.
  • Customer Service: Troubleshoot and resolve customer problems, maintain a customer-friendly atmosphere and work proactively to provide customers with a great Great Falls College IT experience.
  • Security: Work with system administrator and MSU UIT Security Group to encourage security best practices throughout campus and work to resolve any security vulnerabilities that are identified.
  • Provide support to Faculty and Students with issues pertaining to Learning Management System (D2L/Brightspace).
Required Qualifications – Experience, Education, Knowledge & Skills
  • Experience at Level 1 support in a complex networked environment of computer resources and enterprise services, or an equivalent combination of relevant education and experience.
  • Two years of experience with desktop, laptop, and mobile devices; Windows and Apple operating systems; applications, and their interaction with associated host systems, including, Microsoft Active Directory, Microsoft Office 365, and other cloud and local resources and services.
  • Experience providing consistent and positive phone, ticket and in-person customer service, including IT remote support sessions, best practices, and policies, to a diverse customer base.
  • Experience working intuitively and analytically to diagnose and resolve problems, working to improve processes and to work collaboratively in a cross-team environment.


    		•
    Preferred Qualifications – Experience, Education, Knowledge & Skills
  • Service Desk / Help Desk analyst certification or equivalent support center training from recognized training authority.
  • Experience in Higher Education and/or Enterprise IT environments.
  • Relevant knowledge of industry standard service desk processes and procedures (trouble ticketing, 1st call resolution, escalation, incident management); relevant knowledge of security solutions; relevant knowledge of security-related policies and guidelines; relevant knowledge of security practices and typical business requirements and functions associated with security practices; relevant knowledge of basic networking principles and troubleshooting procedures.
  • Experience defining and troubleshooting customer problems.
  • Experience working in a networked environment, including cloud services, file sharing, e-mail configuration, wireless connectivity, and client-side IP configuration.


    		•
    The Successful Candidate Will
    • Build and maintain partnerships with customers, Great Falls College IT peers, student workers and campus offices by regularly demonstrating a high level of customer service, technical expertise, and professionalism.
    • Provide an interface for customers to other IT personnel and provide support for equipment purchases, moves, installations, upgrades, training requests, security, and user account management.
    • Maintain currency in IT technical competencies, service offerings, support resources, and organizational structures.
    • Communicate with a wide range of constituents and knowledge levels regarding technical issues.
    • Communicate planned and unplanned outages and service status alerts to customers and IT support teams as needed.
    • Assess problem priorities and classification of problems as hardware, software, and the functional areas they impact and respond accordingly.
    • Skilled in researching and resolving technical problems.
    • Skilled in proactively identifying recurring issues and taking appropriate actions to resolve these problems.
    Special Requirements
    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 Great Falls College’s rights to assign or reassign duties and responsibilities to this job at any time.
    Physical Demands
    • Requires work in an open office with walk-in customer traffic, phone calls and frequent interruptions.
    • Lifting and moving of large objects, up to 50 lbs., on a current basis.
    • Must be able to sit/stand for long periods of time
    • Must be able to climb up and down ladders, bend, squat, and twist.


    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodation. The requirements listed above are representative of the knowledge, skill, and/or ability required.
    This position has supervisory duties? No


    Posting Detail Information


    Announcement Number S00186P
    Number of Vacancies 1
    Desired Start Date 06/10/2024
    Position End Date (if temporary)
    Open Date 05/09/2024
    Close Date
    Open until filled Yes
    Special Instructions Summary
    Position is open until filled. For best consideration, apply by 26 May, 2024.
    Quick Link for Internal Postings https://jobs.gfcmsu.edu/postings/2026
    Notices

    Great Falls College Montana State University is committed to providing a working and learning environment free from discrimination. As such, the College does not discriminate in the admission, access to or conduct of its educational programs and activities nor in its employment policies and practices on the basis of race, color, religion, national origin, ethnicity, creed, service in the uniformed services (as defined in state and federal law), veteran status, gender, age, political beliefs, marital or family status, pregnancy, physical or mental disability, genetic information, gender identity, gender expression, or sexual orientation or preference. In support of the College’s mission to be inclusive and diverse, applications from qualified minorities, women, veterans and persons with disabilities are highly encouraged.
    Great Falls College Montana State University makes accommodation for any known disability that may interfere with an applicant’s ability to compete in the hiring process or an employee’s ability to perform the duties of the job. In compliance with the Montana Veteran’s Employment Preference Act, GFC MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran’s preference or request accommodation, contact the Human Resources Office, Great Falls College Montana State University, 2100 16th Ave S, Great Falls, MT 59405; 406-268-3701; [email protected].
    GFC MSU’s Non-Discrimination Policy and Discrimination Grievance Procedures can be located on the GFC MSU Website:http://www.gfcmsu.edu/about/policies/400policies.html
    Great Falls College MSU is a tobacco-free campus. Smoking and the use of any tobacco products is not permitted on any College property.

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