Computer Support Specialist I

Position Details

Position Information

NBAPOSN Title Computer Supp Spec I
Working Title Computer Support Specialist I
Brief Position Overview

Information Technology Services provides secure, reliable communication systems that align and contribute to the success of MSU-Northern’s mission.
This position serves as the first point of contact for clients seeking technical assistance with university information technology equipment. Assists in supporting Audio Visual equipment in classrooms and conference rooms. Provides support for purchasing, billing, and special projects for the Chief Information Officer (CIO).

Position Number
Department Information Technology
Division Office of Information Technology
Appointment Type Classified
Contract Term Fiscal Year
Semester
If other, specify From date
If other, specify End date
FLSA Exempt
Union Affiliation Exempt from Collective Bargaining
FTE
Benefits Eligible Yes
Compensation Hourly
Salary $14.128/hour
Contract Type Classified Salary
If other, please specify
Recruitment Type Open

Position Details

General Statement

Information Technology Services provides secure, reliable communication systems that align and contribute to the success of MSU-Northern’s mission.
This position serves as the first point of contact for clients seeking technical assistance with university information technology equipment. Assists in supporting Audio Visual equipment in classrooms and conference rooms. Provides support for purchasing, billing, and special projects for the Chief Information Officer (CIO).

Duties and Responsibilities

Under general supervision:

1. Assists walk-in, email and phone-in clients. Records required customer and problem information in the ITS trouble ticketing system. Performs remote troubleshooting through diagnostic techniques and pertinent questions. Determines the best solution based on the issue and details provided by customers and walks clients through the problem-solving process. Consults with and/or elevates complex and/or high priority problems to the appropriate support groups for resolution. Updates tickets with appropriate journal entries of activities, monitors progress of all tickets, and closes tickets with resolution entered upon completion of the job.

2. Sets up hardware and configures software and drivers for peripheral devices, provides end user training on new equipment if required.

3. Assists with configuring, managing and supporting Audio/Visual equipment in classrooms and conference rooms, and assists other ITS staff with event support.

4. Receives, inspects and tags equipment. Maintains complete and accurate inventory records on the acquisition, status and disposition of all IT assets. Prepares, records and maintains documentation related to purchasing, shipping, receiving, inventory and warranty issues for computers, servers and peripheral equipment.

5. Helps maintain accountability for MSUN technology assets under ITS’ purview through physical inventories and updating the ITS asset management data base.

6. As a team member, learns from and assists other ITS staff members as requested.

7. Creates and maintains operating procedures documentation.

8. Provides support for ITS projects and MSUN special events and activities as needed.

Required Qualifications – Experience, Education, Knowledge & Skills

1. Associate’s Degree in a computer related field with one year experience configuring and troubleshooting desktop and laptop computers, Microsoft and Apple Operating Systems, Microsoft Office applications, and printers OR high school graduate and two years technical experience as listed above, or equivalent combination of the above.
2. Solid knowledge of Microsoft Windows operating system and Office suite.
3. Oral and written communications skills.

Preferred Qualifications – Experience, Education, Knowledge & Skills

1. Bachelor’s Degree in a computer related field with two years of progressively responsible experience configuring and troubleshooting desktop and laptop computers, Microsoft and Apple Operating Systems, Microsoft Office applications, and printers.
2. Certification and knowledge of Microsoft Systems and Products (MCP or MCSE). Other certifications may also be considered. Working knowledge of software and hardware technical documentation and standards.
3. Experience with Microsoft Access databases.
4. Customer service experience in a technological environment.
5. Work experience in an academic environment

The Successful Candidate Will

1. Must be willing and able to learn and support new and quickly-changing technologies.
2. Ability to research solutions or information regarding technical issues.
3. Excellent interpersonal, verbal and writing skills. Must be able to gauge the client’s technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.
4. Calm demeanor and good work habits under pressure and constant interruptions.
5. Detail oriented and excellent organizational skills.
6. Ability to maintain the confidentiality, security, and integrity of the university’s and user’s data at all times.
7. Ability to complete tasks with minimal supervision.
8. Ability to work independently and in a team-oriented, collaborative environment.
9. Ability to occasionally work outside normal office hours, which may include travel.
10. Possess initiative and seek out opportunities for improvement.

Special Requirements
Physical Demands

1. Must be able to stand for extended periods.
2. Ability to install, configure and maintain equipment in more than 15 buildings located across campus. Must be able to traverse campus in all types of weather.
3. Ability to lift and carry 50 lbs.

This position has supervisory duties? No

Posting Detail Information

Announcement Number 2017-18-S00040P
Number of Vacancies 1
Desired Start Date ASAP
Position End Date (if temporary)
Open Date
Close Date
Until an adequate pool is established No
Special Instructions Summary
Quick Link for Internal Postings http://jobs.msun.edu/postings/1476
Diversity Statement

Montana State University-Northern is committed to providing a working and learning environment free from discrimination. As such, the University 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 University’s mission to be inclusive and diverse, applications from qualified minorities, women, veterans and persons with disabilities are highly encouraged.

Montana State University -Northern makes reasonable 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, MSU-Northern provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran’s preference or request accommodation, contact the Office of Human Resources, PO Box 7751, Montana State University-Northern, Havre, MT 59501; 406-265-4147; http://www.msun.edu/hr/forms/EmployPref.pdf

MSU-Northern’s Non-Discrimination Policy and Discrimination Grievance Procedures can be located on the MSU-Northern Website: http://msun.edu/admin/policies/1000/1001-1.aspx and http://msun.edu/admin/policies/1000/1001-7.aspx

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
  3. List of References
Optional Documents

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. Note to the applicant: In your cover letter, please address the required and preferred qualifications listed in the notice of vacancy for this job and how you meet each one.

    (Open Ended Question)