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Title: User Support Specialist
Reports To: College-Wide Chief Information Office
Duties: Provide multi-platform (PC, Mac) hardware and software support for staff and faculty computers; serve as first level contact for technical assistance and applications support. Support is provided through office visits, telephone, and remote assistance tools. Oversees the deployment and support of Santa Fe desktop computers and other end user technologies. Oversees Help Desk operations and student workers. Serves as the campus user support lead for desktop and other end user software applications. In collaboration with application systems analysts and other IT personnel this responsibility includes, but is not limited to: Provides first response assistance to users for needs and problems and defines the priority of the issues based on workload and complexity. Troubleshoots and resolves problems in the field. Requests and documents additional information as required. Assist with administrative system (e.g. Jenzabar EX) support by triaging trouble tickets and performing entry level Administrative application support duties. Escalates issues to IT analysts based on the nature of the call and serves as a point of contact for campus users while issues are being resolved Assist with administrative system (e.g. Jenzabar EX) support by triaging trouble tickets and performing entry level administrative application support duties. Oversees the campus Help desk. Recruits, hires and trains student workers. Develops effective operating procedures. Monitors Work Order system and makes informed assignments of work orders to other ITS staff. Prints ID cards and ID card replacements for students, faculty and staff. Train student workers in the creation of CBORD accounts and support creation of accounts (Workload increases in the summer due to Conference Services. Print the cards and prepare them for distribution. Installs, configures, maintains and troubleshoots campus Windows and Mac OS computers including operating system, hardware, network connections and peripherals. Delegates related tasks to student workers as appropriate. Promotes user training and publishes and improves online self-help and training tools. Participates in and contributes to the development of technology planning efforts. Collaborates with IT staff in policy and process improvement. Performs other duties as assigned. Installs and supports workstations, software, and other end user technologies in faculty and student computing labs and libraries. Enter installation and equipment information into inventory system following prescribed guidelines. Technology implementations are carried out promptly, efficiently, and according to established ITS practices. Responses to service requests are prompt and professional. Service requests are properly documented, responses to requests are timely, periodic trend analyses are conducted to identify opportunities for user support improvements. Inventory information is entered correctly and completely. Maintains positive working relationships with campus users to advance computer competency. Knowledge of supported technologies is readily demonstrated when interacting with computer users. All work is recorded and tracked through the use of the Help Desk ticketing system.
Requires three or more years professional, in-depth desktop operating system, hardware and application support and troubleshooting including networking, printers and scanners. This experience must include consulting with end users on all aspects of computer and application use. Higher education experience preferred. Experience with Mac OS and Mac troubleshooting a plus.
To Apply: Send a resume, letter of intent, salary history and a list of professional references to santafe.jobs@sjc.edu.
