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User Support Specialist IV

Basic Position Information

Job Code: 4277

Title: User Support Specialist IV

Department: User Support Services

Essential Personnel: N/A

Job Family: Technology Services

Job Sub-Family: User Support

FLSA Classification: NE

Job Grade: 15

Grade Min: $58,809

Grade Mid: $70,571

UHD Succession Plan: N/A

Criticality of Position: N/A

Career Ladder: In-Range

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: N

Job Summary

The User Support Specialist IV analyzes complex technical problems and develops plans to address issues, assisting in the provision of technology support to the organization as a whole.

Duties

  • Mentors technical staff, monitors and assigns calls; participates in hiring, scheduling, and evaluating team members
  • Analyzes complex technical problems and develops plans to resolve technical issues impacting on operations and units
  • Collaborates as necessary with vendors to diagnose problems
  • Installs, maintains, and upgrades standard software applications and workstations replacements, provides support to faculty and students as required
  • Supports various software and network applications; installs, maintains, and troubleshoots standard software applications and provides hardware support
  • Serves as the senior technical representative on assigned projects
  • Serves as liaison between the Technology Learning Services team and User Support; serves as lead technology support for leadership

Marginal Duties

  • Performs all other duties as assigned

Supervisory Responsibilities

Direct Reports:

  • None

Delegation of Work:

  • N/A

Supervision Given:

  • N/A

Qualifications

Required Education:

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

Required Experience:

  • Minimum of four (4) years of related job experience

License/Certification:

  • None Required

Preferred Qualifications

  • None

Knowledge, Skills and Abilities

Knowledge:

  • Knowledge of the Windows operating system
  • Knowledge of scripting; knowledge of MDT and SCCM

Skills:

  • Good technical skills, including proficiency in MS Office
  • Strong organizational and project management skills
  • Excellent interpersonal and communication skills
  • Good customer service skills

Abilities:

  • Ability to train others
  • Ability to mentor subordinates
  • Ability to be flexible and adaptable to change
  • Ability to recognize problems

Work Location and Physical Demands

Primary Work Location:

  • Works in an office environment.

Physical Demands:

  • Work is normally 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
  • Work involves occasional exposure to elements, such as inclement weather, extreme temperatures, oil, dust, fumes, and airborne particles
  • May, on rare occasions, be required to work near moving mechanical parts
  • Must have good spatial awareness and precise hand-eye coordination
  • May be required to move items of up to 35lbs
  • May be asked to respond to problems or provide service after hours
  • May be asked to respond to problems or provide service after hours
  • May be expected to carry and respond to cell phone at all times

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