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Job Information

Montana State University Computer Support Specialist II or III in Bozeman, Montana

Position Details

Position Information

Announcement Number STAFF - VA - 20176

For questions regarding this position, please contact:

Mike Wright at 406-994-5197 or mwright@montana.edu

Classification Title

Working Title Computer Support Specialist II or III

Brief Position Overview

The College of Letters and Science is looking for an energetic, collegial, customer-oriented IT Professional who is dedicated to providing high quality IT support to faculty and staff in the College in their mission to deliver outstanding educational and research opportunities to the students at Montana State University.

Position Number 4M0356

Department University Information Technology

Division College of Letters & Science

Appointment Type Classified

Contract Term Fiscal Year

Semester

If other, specify From date

If other, specify End date

FLSA

Union Affiliation FOCUS-MFPE

FTE 1.0

Benefits Eligible Eligible

Salary Computer Supp Spec II level starting at $17.348; Computer Supp Spec III level starting at $20.659, commensurate with experience, education, and qualifications.

Contract Type Classified Salary

If other, please specify

Recruitment Type Open

Position Details

General Statement

Reporting to the College of Letters and Science (CLS) IT Director, the Computer Support Specialist will provide high quality, advanced customer-oriented IT support for the faculty and staff of CLS. The Computer Support Specialist handles deployment, maintenance, security and other projects on behalf of the CLS IT Director. S/he serves as the lead desktop support position in the College and local expert deploying and maintaining a broad range of technology, and acting in a diverse set of IT support functions including but not limited to: desktop hardware, desktop software, wired/wireless network troubleshooting, thin/zero clients, virtual machines, IT security, printers, specialty computing hardware used in scientific research, project planning and implementation, end-user training, etc. The successful candidate will be friendly, self-starting, detail-oriented, organized, efficient, and quick-learning, in addition to being capable of working both alone and as part of a team.

This position could be hired at a Computer Support Specialist II or III level, depending on the education, experience and interests of the successful candidate.

Duties and Responsibilities

Computer Support Specialist II duties and responsibilities:

  • Oversees and manages the College’s desktop support, including prioritizing and managing tickets, as well as proactively replacing, deploying and maintaining the technology needs of the College’s faculty and staff. Manages ticket life-cycle including assignment, resolution, documentation, follow-up, and escalation of service requests.

  • Utilizes centralized desktop management software (e.g. Ivanti), sensitive data stewardship software (e.g. Spirion), asset management tools, and other on-going institutional endpoint security and compliance systems to maintain and secure College of Letters & Science assets.

  • Works closely with College of Letters & Science faculty and staff to assess, recommend, deploy, and maintain IT solutions.

  • Ensures compliance with University and College IT security procedures and best practices. Trains faculty and staff how to properly maintain hardware and software security.

  • Provides installation, end-user support, and troubleshooting for desktop computing hardware, software, and peripherals.

  • Provides hardware and software lifecycle management by researching, evaluating, recommending, and implementing replacement technology as necessary.

  • Maintains relevant technology and process documentation as necessary.

Computer Support Specialist III duties and responsibilities:

  • All Computer Support Specialist II duties.

  • Acts as subject matter expert for enterprise management and security softwares (e.g Ivanti, McAfee ePO, JAMF, Spirion, HP Web Jetadmin).

  • Supports unique computing needs of College of Letters & Science research faculty, using situational awareness to assess needs and risks, and makes appropriate recommendations for solutions to the College of Letters & Science IT Director.

  • Plans, deploys, and maintains VMWare Horizon virtual desktop pools.

  • Attends and reports on organizational IT Community meetings as assigned.

  • Occasionally directs daily activities of student worker(s).

Required Qualifications – Experience, Education, Knowledge & Skills

Computer Support Specialist II:

  • Three years of full-time progressively responsible IT experience in an enterprise environment, or an equivalent combination of work experience, relevant education, and professional certifications.

  • Demonstrated experience providing exceptional customer service and deployment, maintenance and troubleshooting on a wide variety of hardware, software and peripherals including Microsoft Windows, Apple MacOS/iOS, and Android devices.

  • Demonstrated success troubleshooting technical desktop computer problems in an enterprise network, with experience in a Microsoft Active Directory environment.

  • Ability to pay close attention to detail, utilize and build processes, and a desire to learn new things.

OR

Computer Support Specialist III:

  • All Computer Support Specialist II minimum qualifications.

  • Demonstrated experience with desktop image creation and deployment (e.g. Windows Deployment Services).

  • Demonstrated experience with enterprise productivity, management and security software (e.g. Office365, Box, Ivanti, JAMF, Spirion, McAfee ePO).

  • Experience with Microsoft Active Directory including user, computer, and group policy management.

  • Experience running IT projects, setting timelines, and properly communicating and managing user expectations.

Preferred Qualifications – Experience, Education, Knowledge & Skills

  • Demonstrated experience working in an enterprise ticketing system.

  • Experience with virtual desktops, servers, and/or applications (e.g. VMware Horizon or Microsoft Hyper-V).

  • Experience with Linux desktops/servers.

  • Experience with enterprise printing (e.g. HP Web Jetadmin).

  • Demonstrated experience working with specialized scientific hardware and software.

  • Industry certifications (CompTIA, Microsoft, VMware, ISC, etc.).

The Successful Candidate Will

  • Demonstrate advanced technical ability in IT support areas and expertise sharing.

  • Ability to communicate cordially and effectively with faculty, staff, students, and supervisor at all times, both verbally and written.

  • Demonstrate excellent critical thinking and problem solving skills.

  • Be prompt and courteous with all customers and all times.

  • Ability to adapt to ever changing priorities.

  • Desire and ability to learn new things about technology and MSU.

  • Exercise a high level of initiative and good judgment.

  • Work effectively and efficiently both alone and as part of a team.

  • Work effectively with minimal supervision.

  • Prioritize and organize workload.

  • Be thorough and possess excellent attention to detail.

  • Ability to identify recurring problems and propose resolutions.

  • Ability to maintain a welcoming, organized workspace.

  • Learn quickly, adapt gracefully, work under pressure, and enjoy working in a rapidly changing environment.

  • Mitigate conflict and maintain positive working relationships.

  • Ability to represent CLS and its departments and centers to others in a professional and courteous manner.

Position Special Requirements/Additional Information

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.

This position is occasionally required to perform off-hours projects and/or maintenance to minimize user interruptions and downtimes.

Physical Demands

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required.

The successful candidate must be able to: With or without reasonable accommodation, frequently move computers, occasionally move up to 50 lbs, and be able to occasionally work in confined spaces, such as under desks or in equipment closets.

This position has supervisory duties? No

Posting Detail Information

Number of Vacancies 1

Desired Start Date Upon successful completion of search

Position End Date (if temporary)

Open Date

Close Date

Applications will be:

Screening of applications will begin on November 20, 2019; however, applications will continue to be accepted until an adequate applicant pool has been established.

Special Instructions

Diversity Statement

Montana State University values diverse perspectives and is committed to continually supporting, promoting and building an inclusive and culturally diverse campus environment. MSU recognizes the importance of work-life integration and strives to be responsive to the needs of dual career couples.

Montana State University 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 an individual’s race, color, religion, national origin, creed, service in the uniformed services (as defined in state and federal law), veteran’s status, sex, age, political ideas, marital or family status, pregnancy, physical or mental disability, genetic information, gender identity, gender expression, or sexual orientation. 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 makes 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. To request an accommodation, contact the Human Resources Office, PO Box 172520, Montana State University, Bozeman MT 59717-2520; 406-994-3651; recruitment@montana.edu .

In compliance with the Montana Veteran’s Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran’s preference please complete the veteran’s preference information located in the Demographics section of your profile.

MSU’s Non-Discrimination Policy and Discrimination Grievance Procedures can be located on the MSU Website: http://www.montana.edu/hr/disabilityaccommodation/complaintsgrievances.html .

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