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User Support Specialist III

Basic Position Information

Job Code: 4276

Title: User Support Specialist III

Department: User Support Services

Essential Personnel: N

Job Family: Technology Services

Job Sub-Family: User Support

FLSA Classification: NE

Job Grade: 14

Grade Min: $52,981

Grade Mid: $63,578

UHD Succession Plan: N/A

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 III provides technology support on products ranging from applications to hardware to the campus community.

Duties

  • Troubleshoots and evaluates technical problems
  • Supports a variety of software and network applications
  • Installs, maintains, and troubleshoots standard software applications and provides hardware support
  • Evaluates, tests new software applications and hardware
  • Documents training material and standard USS procedures
  • Troubleshoots and resolves network identification password issues
  • Trains and develops part-time technical support assistants
  • Mentors junior staff in common software applications and hardware support
  • Provides Support and Training to faculty, staff, and students
  • Installs and troubleshoots client applications
  • Provides basic support for faculty, staff, and students to the university's online course delivery tool, Blackboard
  • Manages and serves as a project lead on technical projects, as assigned
  • Creates tests, evaluates, and modifies computer images
  • Maintains lab equipment with hardware and software updates
  • Provides escalated support for complex problems

Marginal Duties

  • Researches new and enhanced technologies
  • Finalizes and approves desktop and laptop images
  • Expected to carry and respond to cell phone and/or pager at all times
  • Must be able to able to work a flexible schedule and respond to problems or provide service after hours including covering extended support hours
  • during evening and weekend shifts
  • Performs all 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 three (3) years of related job experience

License/Certification:

  • None Required

Preferred Qualifications

  • None

Knowledge, Skills and Abilities

Knowledge:

  • Knowledge of trends, issues, and accepted practices relevant to the position

Skills:

  • Good technical skills
  • Strong organizational and project management skills
  • Excellent interpersonal and communication skills

Abilities:

  • Ability to create detailed tickets
  • Ability to learn new software

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.
  • May be required to move items of up to 20lbs
  • 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.

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.

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.

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.

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