End User Support Specialist I

Job Description

Job Summary

The End User Support Specialist I, under general supervision, performs routine end user support functions.

Essential Duties and Responsibilities

• Troubleshoots a variety of end user computing and connectivity issues. Confers with personnel in resolving problems involving procedural and technical matters. Evaluates and follows through on issues and problems until resolved or escalated. Researches problems and recommends solutions.

• Provides established guidance, recommendations, and solutions in the use or selection of a variety of hardware and software products in order to achieve end user’s goals and in remain in accordance with policy requirements. Ensures work is accurate and in compliance with departmental or project quality standards.

• Provides training to end users on the use of widely used applications and various specialized software applications. Serves on committees to develop technical standards and direction. Determines information needs and requirements by meeting with customers and technical staff.

• Develops documentation for internal use by others in end user support areas. Provides resource estimates and progress reports. May provide input for the planning and budget process.

• Assists end users with new technology deployments.

• Assists with the evaluation of new technologies to determine their applicability with regards to end user needs.

This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.

Minimum Requirements

• Education –Bachelor’s degree in applicable field experience.

• Experience – Two years of related experience in IT.

• An equivalent combination of education and experience.

Knowledge and Abilities

Knowledge of

• Word processing and spreadsheet applications.

• Advanced IT, intermediate troubleshooting, client relations, formulating and contributing ideas

• Information Technology Interface Library (ITIL).

Ability to

• Multitask and work cooperatively with others.

Licensing / Professional Certification – None.

Physical Requirements – None.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervision of Others

This position generally does not supervise employees.

Other Requirements

• Occasional evening and weekend work may be required.

• Position requires on campus, face-to-face interactions.

• Position requires maintaining a regular schedule of attendance on campus and in the workplace.

Salary: $20.08/hourly

INSTRUCTIONS TO APPLICANT: During the application process you have only one opportunity to enter the requested information, upload documents and Submit the application. You will not be able to make changes or add additional documents once you “Submit” the application materials. The software does not allow you to “Save” your application and return to complete the process at a later time. The page "My Experience" has an area provided under Resume/CV to drop or upload files. Be sure to include:

• Resume

• Cover Letter

• 3 -5 professional references and their full contact information

• Unofficial transcripts