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Job Information

Montana State University Computer Support Specialist II (Fixed Term) in Bozeman, Montana

Position Details

Announcement Number STAFF - VA - 21138

For questions regarding this position, please contact:

Jay Szott at 406-994-7177 or jay.szott@montana.edu

Classification Title Computer Supp Spec II

Working Title Computer Support Specialist II (Fixed Term)

Brief Position Overview

Provide technical customer service in an enterprise environment. This position provides support for issues escalated from the Service Desk. Will analyze, troubleshoot, diagnose, and resolve complex user technical problems. Requires customer service experience with Apple and Microsoft operating systems, computer peripherals, software applications, mobile devices, and network configuration. Responsible for imaging and deploying operating systems to Windows computers

Position Number 4N2397

Department College of L&S Team

Division College of Letters & Science

Appointment Type Classified Fixed Term

Contract Term Other

Semester

If other, specify From date

If other, specify End date

FLSA Non-Exempt

Union Affiliation FOCUS-MFPE

FTE 1.0

Benefits Eligible Eligible

Salary $17.34 minimum per hour, commensurate with experience, education, and qualifications.

Contract Type Classified Fixed Term

If other, please specify

Recruitment Type Open

General Statement

Provide technical customer service in an enterprise environment. This position provides support for issues escalated from the Service Desk. Will analyze, troubleshoot, diagnose, and resolve complex user technical problems. Requires customer service experience with Apple and Microsoft operating systems, computer peripherals, software applications, mobile devices, and network configuration. Responsible for imaging and deploying operating systems to Windows computers

Duties and Responsibilities

  • Position provides end user support via telephone, remote desktop, or onsite. Responsible for the management of operating system and third party updates, management of the enterprise antivirus tools and desktop management software. Documents troubleshooting steps, contributes to knowledge base, and provides support to the Service Desk Analyst’s as needed.

  • Provide customer service to a wide range of constituents with varying knowledge levels by troubleshooting, analyzing, diagnosing, and resolving complex user technical problems.

  • Manage IT services as assigned, including customer-facing and supporting infrastructure services using enterprise tools such as desktop management and antivirus.

  • Manage imaging and deployment process for Windows devices, responsible for developing, maintaining and improving the deployment process.

  • Ensure all University security policies and best practices are being followed and communicated to customers

    Required Qualifications – Experience, Education, Knowledge & Skills

  • Bachelor’s Degree in Computer Science, Information Systems, Computer Engineering, or other related field, or an equivalent combination of education and applicable experience.

  • Demonstrated experience in a large enterprise environment supporting users of varying knowledge levels with both Mac and Windows OS, and experience providing customer support for mobile device configuration, client/server and common workstation applications, and printing support.

  • Demonstrated experience using Active Directory for computer management, and using multiple information technology tools, techniques, standards, principles, protocols, languages, applications, systems, or procedures.

  • Demonstrated experience deploying operating systems to Windows devices. Experience with Microsoft Deployment Toolkit, Windows Deployment Server or other enterprise imaging and deployment tools.

    Preferred Qualifications – Experience, Education, Knowledge & Skills

  • Demonstrated experience in IT serving a mid- to large-sized organization in multiple IT specializations

  • Demonstrated experience applying industry service desk processes and procedures, security policies, solutions, and best practices; training in ITSM/ITIL best practices.

  • Demonstrated experience with Microsoft Azure, Intune and Autopilot for deploying and managing desktop computers.

    The Successful Candidate Will

The successful candidate will also have the following abilities:

  • Consistently exercise initiative and good judgment while prioritizing workload to meet deadlines with minimal supervision.

  • Communicate effectively both verbally and in writing.

  • Maintain confidentiality of records and information.

  • Represent the department and MSU to others in a professional and courteous manner.

  • Work effectively and cooperate with all university IT staff in a team-oriented environment.

  • Demonstrate excellent interpersonal skills.

  • Build and maintain partnerships with customers, MSU IT peers, student workers and campus offices by regularly demonstrating a high level of customer service, technical expertise and professionalism.

  • Provide an interface for customers to other UIT departments and distributed IT personnel and provide for equipment purchases, moves, installations, upgrades, training requests, security and user account management.

  • Maintain currency in IT technical competencies, service offerings, support resources, and organizational structures.

  • Communicate with a wide range of constituents and knowledge levels regarding technical issues.

  • Communicate planned and unplanned outages and service status alerts to customers and IT support teams as needed.

  • Assess problem priorities and classification of problems as hardware, software, and the functional areas they impact and respond accordingly.

  • Skilled at researching and resolving technical problems.

  • Skilled at proactively identifying recurring issues and taking appropriate actions to resolve these problems.

    Position Special Requirements/Additional Information

Fixed Term – January-June 30th, 2021

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.

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.

This position has supervisory duties? No

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 January 14th, 2021; however, applications will continue to be accepted until an adequate applicant pool has been established.

Special Instructions

Fixed Term – January-June 30th, 2021

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 (http://www.montana.edu/hr/dualcareer.html) .

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/disability_accommodation/complaints_grievances.html .

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