Montana State University Computer Support Specialist II in Bozeman, Montana
Announcement Number STAFF - VA - 23209
For questions regarding this position, please contact:
Director of User Services University Information Technology
Classification Title Computer Supp Spec II
Working Title Computer Support Specialist II
Brief Position Overview
The full-time Computer Support Specialist will provide IT support to the University Police Department and Montana State University.
Position Number 4M0282
Department UIT USG Desktop Support
Division VP for Information Technology
Appointment Type Classified
Contract Term Fiscal Year
If other, specify From date
If other, specify End date
Union Affiliation FOCUS-MFPE
Benefits Eligible Eligible
Salary Salary starts at $47,898 annually, commensurate with experience, education, and qualifications
Contract Type Classified Salary
If other, please specify
Recruitment Type Open
As a full-time User Services IT Support Technician for University Information Technology, this role provides advanced technical support to the University Police Department and Montana State University serving staff, students, and faculty of varied technical proficiency. This role will build and maintain partnerships with customers by demonstrating a high level of customer service, expertise, and professionalism.
Duties and Responsibilities
Provide technical guidance and advanced support to the University Police Department and campus.
Troubleshoot and resolve customer problems, maintain a customer-friendly atmosphere, and work proactively to provide customers a great MSU IT experience.
Analyze, troubleshoot, diagnose, and resolving a wide range of complex user technical problems, in one or more specializations such as workstations, mobile devices, computer peripherals, software applications, operating systems and secure network connectivity.
Triage incoming tickets, work to resolve Level 1 tickets, follow escalation process to coordinate resolution of Level 2 & 3, follow up on incidents and service requests as needed, work to improve processes or develop needed processes.
Collaborate with UPD command staff and product vendors to manage UPD specific IT vendors, ensuring best practices are being followed.
Act as an effective liaison between UIT Security, Networking, and System Administrators teams at MSU , Gallatin County, and the City of Bozeman.
Provide IT services as assigned including customer-facing and supporting infrastructure services using enterprise tools for desktop management and antivirus.
Under the guidance of and in concert with the Enterprise Security Group, assess information security needs and champion security best practices throughout UPD and the MSU campus while working to resolve any security vulnerabilities that are identified.
Contribute and collaborate with UPD and other UIT teams to manage Campus IT knowledge, including content needed to develop enhanced user training throughout UPD .
Maintain currency in IT service offerings, associated technical support resources, and organizational structures.
This role will work a varied shift that will include occasional after hours, weekend, and holiday work.
This role will occasionally be asked to work after hours, weekend, and holiday work on a call-out basis.
Required Qualifications – Experience, Education, Knowledge & Skills
Demonstrated IT support experience in a complex networked environment of computer resources and enterprise services, or an equivalent combination of relevant education and experience.
Demonstrated experience deploying and supporting various systems in use by the University Police Department including, but not limited to in-car computer systems and video systems, body cameras, Kenco cameras, mobile device configuration support, Zuercher software, Panasonic arbitrator, UHF trunked and encrypted radios, Asset Panda, lockboxes, Swift Justice, secured broadband connections and more.
Demonstrated experience working with desktop, laptop and mobile devices; Windows and Apple operating systems; applications, and their interaction with associated host systems, including, Microsoft Active Directory, Microsoft Office 365, and other cloud and local resources and services, client/server applications and printing support.
Demonstrated experience working in a networked environment, including cloud services, file sharing, e-mail configuration, wireless connectivity, and client-side IP configuration.
Demonstrated experience providing consistent and positive phone, ticket and in-person customer service, including IT remote support sessions, best practices, and policies, to a diverse customer base.
Demonstrated experience working intuitively and analytically to diagnose and resolve problems, working to improve processes and to work collaboratively in a cross-team environment.
Preferred Qualifications – Experience, Education, Knowledge & Skills
Law Enforcement certification or equivalent training from recognized training authority.
Demonstrated experience building Operating System images for deployment using Microsoft Deployment Toolkit
Demonstrated experience managing endpoints using an endpoint management tool, preferably Ivanti (LANDesk) or SCCM .
Demonstrated experience in Higher Education and/or Enterprise IT environments.
Demonstrated training and or certifications from a recognized authority in ITSM / ITIL best practices.
Demonstrated IT training and or certifications from a recognized authority in best practices.
The Successful Candidate Will
Work effectively and cooperate with all university IT staff in a team-oriented environment.
Follow detailed procedures and document steps in detail.
Ability to effectively communicate IT practices verbally and in written form to a wide range of constituents
Think intuitively and analytically to break down and resolve problems.
Demonstrate excellent interpersonal skills.
Represent the department and university to others in a professional and courteous manner.
Able to work a flexible 1st shift schedule to facilitate University Police operational needs.
Position Special Requirements/Additional Information
Must have a valid driver’s license and a good driving record.
Must be able to successfully complete a comprehensive background investigation completed by UPD and be granted a level III security clearance for CJIS compliance.
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.
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.
This position has supervisory duties? No
Posting Detail Information
Number of Vacancies 1
Desired Start Date Upon a successful search
Position End Date (if temporary)
Applications will be:
Screening of applications will begin on or before January 12, 2023; however, applications will continue to be accepted until the position is filled.
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.
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: https://www.montana.edu/hr/recruitment/dualcareer.html