User Support Specialist III

The User Support Specialist III provides technology support on products ranging from applications to hardware to the campus community.

• Troubleshoots and evaluates technical problems
• Supports a variety of software and network applications
• Installs, maintains, and troubleshoots standard software applications and provides hardware support
• Evaluates, tests new software applications and hardware
• Documents training material and standard USS procedures
• Troubleshoots and resolves network identification password issues
• Trains and develops part-time technical support assistants
• Mentors junior staff in common software applications and hardware support
• Provides Support and Training to faculty, staff, and students
• Installs and troubleshoots client applications
• Provides basic support for faculty, staff, and students to the university's online course delivery tool, Blackboard
• Manages and serves as a project lead on technical projects, as assigned
• Creates tests, evaluates, and modifies computer images
• Maintains lab equipment with hardware and software updates
• Provides escalated support for complex problems

• Researches new and enhanced technologies
• Finalizes and approves desktop and laptop images
• Expected to carry and respond to cell phone and/or pager at all times
• Must be able to able to work a flexible schedule and respond to problems or provide service after hours including covering extended support hours during evening and weekend shifts
• Performs all other duties as assigned

Direct Reports:

• None

Delegation of Work:

• N/A

Supervision Given:

• N/A

Required Education:

• Associate's degree in Information Technology or a related field

Required Experience:

• Minimum of three (3) years of related job experience

License/Certification:

• None Required

• None

Knowledge:

• Knowledge of trends, issues, and accepted practices relevant to the position

Skills:

• Good technical skills
• Strong organizational and project management skills
• Excellent interpersonal and communication skills

Abilities:

• Ability to create detailed tickets
• Ability to learn new software

Primary Work Location:

• Works in an office environment.

Physical Demands:

• Work is performed in a typical interior work environment which does not subject the employee to any unpleasant elements
• Individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks.
• May be required to move items of up to 20lbs
• May be asked to respond to problems or provide service after hours

Commitment to Excellence - UHD

• Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
• Continuously strives to improve work performance.
• Accepts responsibility for his/her commitments to the university.
• Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Dependability

• Takes responsibility to accomplish job assignments within reasonable deadlines.
• Willing to accept new projects and/or commitments.
• Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
• Arrives to work on time prepared and ready to contribute.

Flexibility

• Willingly adjusts to changing work assignments or conditions.
• Open to changes in operational procedures, technology, and/or organizational structure.
• Views changes as opportunities for learning and professional development.
• Displays a positive attitude to encourage others.
• Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Focus on Customer Service

• Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
• Respectfully ascertains customer's needs and determines appropriate response.
• Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
• If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
• Follows up with customers on outstanding requests in a timely manner.
• Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Integrity

• Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
• Accepts responsibility for his/her actions.
• Respects and complies with department and university policies, procedures, and work rules.

Proficiency

• Possesses required job skills and knowledge.
• Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Respect and Cooperation

• Treats others with courtesy, respect, and dignity in the workplace.
• Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Support Proficiency

• Possesses comprehensive knowledge and skills with multiple hardware and software systems.
• Effectively applies expertise to identify and troubleshoot user issues.
• Competent to install and configure new systems.
• Willing to share expertise and provide technical support to others.

Student Success Indirect Support

• Contributes to student success by assisting students with anything that supports their student experience, whether directly or indirectly.
• Helps students navigate their way through the different offices, programs, and services at the university and/or connects students with the appropriate party(ies).
• Connects students with services or resources that can help them with career exploration, goal selection, and ongoing academic assistance.
• Helps students build peer support networks.
• Encourages student participation in out-of-class activities.
• Provides encouragement and guidance to foster student success.
• Treats students with respect
• Maintains the learning environment to ensure quality and/or sound pedagogy.