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The Information Technology Support Specialist - Level 2 will provide support to the ÕýÆ·À¶µ¼º½ community and external clients with whom the university has an agreement or contract through the installation, maintenance, support and repair of all computers, printers and related hardware and software. As top-tier technical support for the User Services division in the Computing Services Department this position will also provide Level 1 Network support:  diagnosing problems; installing network equipment – including cabling, switches and wireless access points; and repairing network jacks. The I.T. Support Specialist - Level 2 will also be required to maintain up to-date knowledge and certifications for PC and Apple products while providing direction and technical guidance to Student Computer Technicians and Helpdesk staff.

Position Responsibilities
•    Inventory, configuration, repair, maintenance, installation of Computers: over 1400 computers, both PC and Apple in enterprise and non-enterprise environments on campus and on client premises
•   Inventory, configuration, repair, maintenance, installation of Peripherals and Mobile Devices: printers, scanners, iPhones, iPads, POS devices, etc.
•    Installation/Support/Evaluation of multiple software products: MS Office, SCCM, SharePoint, etc.
•    Support for Helpdesk Analysts – Answer questions and assist Helpdesk with difficult issues
•    Troubleshoot and resolve issues assigned by the Helpdesk
•    Product assessment, consultation and quote preparation for product purchasing 
•    Warranty level hardware support to meet contractual obligations with vendors
•    Maintain a high level of customer service and support
•    Assist the Network Administrator, including switch and wireless access point troubleshooting
•    Maintain confidentiality of university and client data including personal, financial, back-up and recovery 
•    Maintain Multiple Databases, including CSD incident and asset management system
•    Helpdesk, student and end user training including preparation of user manuals
•    Recycling of old computers including secure data removal
•    Support of ÕýÆ·À¶µ¼º½ owned home computers
•    Billable tickets for non ÕýÆ·À¶µ¼º½ customers
•    Network support for residence, including jack installation and repair 
•    Create and maintain Service Level Agreement documentation
•    Assess University needs to create, maintain and distribute computer and lab images
•    Basic troubleshooting for walk in students 
•    Assist in the development of long range planning for new projects and computer needs

Supervisory responsibilities
•    Student Computer Technician hiring, training and supervision

Key relationships and contacts
•    Day to day personal contact with all members of the University community
•    Maintain contacts with 3rd party repair centers 
•    Maintain relationships with service managers and sales representatives of preferred vendors
•    Problems that cannot be resolved are reported to the vendor for in-depth analysis and future patch releases
•    Regular contact with external clients

Decision-making, problem-solving
•    Ability to prioritize and handle multiple competing tasks
•    Strong analytical skills with high technical aptitude
•    Top-tier problem solving abilities with strong troubleshooting skills and keen attention to detail
•    Assist with vendor RFP preparation and evaluation
•    Ability to assess technical and user requirements and recommend solutions

Continuing Study
•    Acquire and maintain certifications on University and client standard hardware.

Concentration
•    A moderate degree of concentration is required in disassembly and assembly of laptops and other hardware

Physical Demands
•    Ability to lift up to 23Kg on a regular basis with the occasional requirement to lift more than 23Kg

Accountability
•    Handle equipment valued over $1000 on a regular basis
•    Ensure data is backed up and secure when working on employee and customer computers
•    Ensure hard drives are properly wiped or destroyed prior to disposal
•    The I.T. Support Specialist works independent of management with regards to work prioritization and resolutions, except in        exceptional circumstances
•    Reporting takes place through the incident management system
•    Responsible for ultimate problem analysis, resolution and documentation.
•    Some errors may require Operations personnel time to correct.

Safety of Others
•    Responsible for ensuring safe practices are followed by student employees

Working Conditions
•    Must move around campus and move equipment in all weather conditions
•    Exposure to dust
•    Must deal with irate and upset people on a regular basis

Schedule, hours
•    Normal hours are 8:30 – 4:30 during the academic year and 8:30 – 4:00 during the summer
•    50+ hours of additional after hours work required to maintain lab computers in summer or when needed
•    Some evening hours may be required at times