IT User Support Expert I

Job Title:

 IT User Support Expert I

Physical Location:

 Kent Campus - Kent, OH

Salary:

 $59,961 - $66,988

Basic Function:

Independently responsible for overall PC activity. Establishes and implements PC policies, procedures, and standards and ensures their conformance with the Division of Information Services' goals and procedures. May research and project PC resource requirements including software, equipment, and facilities and make recommendations to management. Reports to designated administrator.

Additional Basic Function – if applicable:

 Not applicable. 

Examples of Duties:

Duties/essential functions may include, but not be limited to, the following: 

Provide oversight of installation and maintenance of IT users’ computers and mobile hardware.

Make hardware and software recommendations to stakeholders, including developing long-term technology plans.

Serve as liaison between support area and Information Services functional units to advocate on behalf of support area and attain their functional goals.

Direct setup and maintenance of documentation and materials for end user reference.

Ensure that security procedures are implemented and enforced. Provide leadership in the effective use of internal data processing, automated office systems, and data communications.

May serve on various committees for large scale deployments or highly impactful business decisions.

May research and project technology and related facility resource requirements for functional area.

Maintain computer images and imaging workflows; participate in testing centralized imaging systems/processes.

Direct syncing/troubleshooting of mobile operating systems and devices, make recommendations to functional unit based on university standards; leverage additional knowledge of mobile device functionality to recommend and support potential business functions.

Coordinate communication between local technology support and stakeholders.

Create standards and guidelines in regards to prioritization of issues on local support level as emergent issues arise.

Provide oversight of end-user training including: MS Office, Google apps, browser support, area-specific applications, university workflows and processes.

Create documentation standards for the support area and other analysts therein, including area-specific applications and configurations.

May supervise staff and student employees and/or may oversee student employee management.

Perform related duties as assigned.

JOB COMPETENCIES:

Work independently and participate in setting work objectives.

Maintain currency in new developments and technology.

Responsible for overseeing communications of analysts in the support area to ensure consistency and tenor of message.

Serve as point of escalation for lower level analysts.

Exercise non-routine and complex decision making on behalf of users and groups/departments; assists lower level analysts with appropriate decision making.

Determine priorities independently with occasional input from supervisor.

Develop long-term and life cycle technology planning, may include large-scale deployments of new technologies.

Responsible for overall delegation of work in the support area among students and staff.

Work with supervisor and other managers within IS to realize project goals and timelines.

Additional Examples of Duties – if applicable:

 Not applicable. 

Minimum Qualifications:

Bachelor’s degree and 4 years of relevant professional experience in user support including support in a higher education environment.

Or an Associate’s degree and 6 years of relevant professional experience in user support including support in a higher education environment.

Or comparable relevant professional experience in user support equivalent to 8 years including support in a higher education environment.

License/Certification:

None. 

Knowledge Of:

Technology documentation standards for the support area and other analysts therein
Problem diagnosis, reporting and monitoring tools and processes *
Selection, installation, configuration, troubleshooting and repair of end-user devices (pc's, printers, peripheral devices) *
Installation, configuration and maintenance of desktop operating systems, infrastructure services *
Data security best practices and administration of access to departmental data and hardware assets

Skill In:

Meeting and communicating with departmental supervisors and managers and stakeholders to better understand business needs
Interpersonal communication to effectively interact with University personnel and public in person and over the telephone *
Dealing diplomatically with internal and external constituents under stressful conditions

Ability To:

Conduct end-user training *
Communicate effectively orally and in writing directly to end-users with status updates on requests, expectation management, and pending projects *
Prioritize issues on local support level as emergent issues arise *
Create and maintain effective documentation
Provide organizational leadership, work direction and guidance to others

Preferred Qualifications – if applicable:

None. 

Assessments:

Asterisk (*) indicates knowledge, skills, abilities which require assessments

Working Conditions / Physical Requirements:

None. 

Working Schedule:

 Monday - Friday 8 AM - 5 PM; On-call for emergencies 

Additional Information:

Kent State University is committed to creating a community that is cultura ly and inte lectua ly diverse and to attracting and retaining a diverse staff. We strive to create and maintain working and learning environments that respect differences, and are inclusive, welcoming, respectful and kind.

Must pass a security check.

For official job descriptions, visit www.kent.edu/hr. 

Kent State University is a Smoke-Free, Tobacco-Free University effective July 1, 2017. Smoking and tobacco use are not permitted on any of Kent State’s campuses or other locations and properties that are owned, operated, or leased by Kent State, both domestic and international. For additional details, visit www.kent.edu/smoke-free.

Disclaimer:

The intent of this description is to illustrate the types of duties and responsibilities that will be required of positions given this title and should not be interpreted to describe all the specific duties and responsibilities that may be required in any particular position. Directly related experience/education beyond the minimum stated may be substituted where appropriate at the discretion of the Appointing Authority. Kent State University reserves the right to revise or change job duties, job hours, and responsibilities.