User Support Specialist IV

The User Support Specialist IV analyzes complex technical problems and develops plans to address issues, assisting in the provision of technology support to the organization as a whole.

• Mentors technical staff, monitors and assigns calls; participates in hiring, scheduling, and evaluating team members
• Analyzes complex technical problems and develops plans to resolve technical issues impacting on operations and units
• Collaborates as necessary with vendors to diagnose problems
• Installs, maintains, and upgrades standard software applications and workstations replacements, provides support to faculty and students as required
• Supports various software and network applications; installs, maintains, and troubleshoots standard software applications and provides hardware support
• Serves as the senior technical representative on assigned projects
• Serves as liaison between the Technology Learning Services team and User Support; serves as lead technology support for leadership

• Performs all other duties as assigned

Direct Reports:

• None

Delegation of Work:

• N/A

Supervision Given:

• N/A

Required Education:

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

Required Experience:

• Minimum of four (4) years of related job experience

License/Certification:

• None Required

• None

Knowledge:

• Knowledge of the Windows operating system
• Knowledge of scripting; knowledge of MDT and SCCM

Skills:

• Good technical skills, including proficiency in MS Office
• Strong organizational and project management skills
• Excellent interpersonal and communication skills
• Good customer service skills

Abilities:

• Ability to train others
• Ability to mentor subordinates
• Ability to be flexible and adaptable to change
• Ability to recognize problems

Primary Work Location:

• Works in an office environment.

Physical Demands:

• Work is normally 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
• Work involves occasional exposure to elements, such as inclement weather, extreme temperatures, oil, dust, fumes, and airborne particles
• May, on rare occasions, be required to work near moving mechanical parts
• Must have good spatial awareness and precise hand-eye coordination
• May be required to move items of up to 35lbs
• May be asked to respond to problems or provide service after hours
• May be asked to respond to problems or provide service after hours
• May be expected to carry and respond to cell phone at all times

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.

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.

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.

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.

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.