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User Support Specialist II

Basic Position Information

Job Code: 4274

Title: User Support Specialist II

Department: User Support Services

Essential Personnel: N/A

Job Family: Technology Services

Job Sub-Family: User Support

FLSA Classification: NE

Job Grade: 13

Grade Min: $47,731

Grade Mid: $57,277

UHD Succession Plan: N

Criticality of Position: N/A

Career Ladder: Pre-Defined

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: N

Job Summary

The User Support Specialist II provides day-to-day technical assistance to students, faculty, and staff related to the operations of computer software, hardware, and network issues, ensuring a high degree of customer satisfaction.

Duties

  • Troubleshoots and evaluates technical problems
  • Supports a variety of software applications
  • Installs, maintains and troubleshoots standard software applications and provides hardware support
  • Evaluates and tests new software applications and hardware
  • Provides support and training to employees
  • Assists faculty and staff on various technologies
  • Researches new and enhanced technologies
  • Troubleshoots and resolves network identification passwords issues
  • Mentors part-time staff in standard software applications and hardware support
  • Installs and troubleshoots client applications

Marginal Duties

  • Performs other duties as assigned

Supervisory Responsibilities

Direct Reports:

  • None

Delegation of Work:

  • N/A

Supervision Given:

  • N/A

Qualifications

Required Education:

  • Associate's degree in Information Technology or a related field

Required Experience:

  • Minimum of two (2) years of related job experience

License/Certification:

  • None required

Preferred Qualifications

  • Three (3) years of related job experience is preferred

Knowledge, Skills and Abilities

Knowledge:

  • Knowledge of a variety of software applications
  • Knowledge of MDT and Bomgar

Skills:

  • Good technical skills, including proficiency in MS Office and BMC Footprints
  • Strong analytical, deductive reasoning, and problem solving skills
  • Excellent interpersonal and communication skills; good customer service skills

Abilities:

  • Ability to learn new software
  • Ability to train others
  • Ability to work on multiple projects simultaneously
  • Ability to test and evaluate new technologies
  • Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community

Work Location and Physical Demands

Primary Work Location:

  • Works in an office environment.

Physical Demands:

  • Work is performed in a typical interior work environment which does not subject the employee to any unpleasant elements
  • Individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks
  • Must have good spatial awareness and precise hand-eye coordination
  • May be required to move items of up to 25lbs
  • May be expected to carry and respond to cell phone all times
  • May be asked to respond to problems or provide service after hours

Position Specific Competencies

Commitment to Excellence - UHD

  • Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
  • Continuously strives to improve work performance.
  • Accepts responsibility for his/her commitments to the university.
  • Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Respect and Cooperation

  • Treats others with courtesy, respect, and dignity in the workplace.
  • Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Integrity

  • Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
  • Accepts responsibility for his/her actions.
  • Respects and complies with department and university policies, procedures, and work rules.

Proficiency

  • Possesses required job skills and knowledge.
  • Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Dependability

  • Takes responsibility to accomplish job assignments within reasonable deadlines.
  • Willing to accept new projects and/or commitments.
  • Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
  • Arrives to work on time prepared and ready to contribute.

Flexibility

  • Willingly adjusts to changing work assignments or conditions.
  • Open to changes in operational procedures, technology, and/or organizational structure.
  • Views changes as opportunities for learning and professional development.
  • Displays a positive attitude to encourage others.
  • Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Focus on Customer Service

  • Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
  • Respectfully ascertains customer's needs and determines appropriate response.
  • Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
  • If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
  • Follows up with customers on outstanding requests in a timely manner.
  • Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Support Proficiency

  • Possesses comprehensive knowledge and skills with multiple hardware and software systems.
  • Effectively applies expertise to identify and troubleshoot user issues.
  • Competent to install and configure new systems.
  • Willing to share expertise and provide technical support to others.

This job description may not encompass all duties and responsibilities associated with the position.

Last updated 4/27/2022 6:13 AM