Computer Support Specialist III, IT

Application instructions are located at the bottom of the page.
Please apply directly through the University of Montana's career portal UM Jobs at https://umjobs.
silkroad.
com/ for positions at the University of Montana – Missoula, University of Montana Western (Dillon), and Helena College.
*Do not apply through Indeed.
com or use easy apply through Indeed.
com*.
Campus-Only Recruitment Only current UM Employees* are eligible.
*Open to all employee types including Temporary Staff and Student Employees.
Information Technology (IT) invites applications for a Computer Support Specialist III to lead and support IT teams to ensure optimal performance of IT controlled facilities and systems, and the satisfaction of clients.
Technology Management Oversee progress on incident and service requests (tickets) to ensure prompt and sufficient service, as well as accurate billing and solution documentation.
Work daily and serve as a contact point with other IT staff to maintain progress on tickets, taking on work, delegating or escalating as appropriate.
Develop technical support materials and system documentation.
Co-ordinate awareness of existing and new technical issues and presents to the Client Experience team at regular meetings.
Act as the highest point of escalation for faculty and campus staff support issues.
Research & Reports Provide ticket assessment reports to facilitate staff and resource planning and management.
Conduct satisfaction surveys and data analysis and reporting.
Provide reports to facilitate planning related to faculty roll-outs and computer lab status using asset management and tools such as LabStats.
Research upcoming needs and technology trends to facilitate campus technology needs.
Communication Expected to develop and support relationships with departmental tech liaisons and leadership.
Advise the Director on the creation and implementation of office standards and assist in evolving practices as internal structure changes.
Read all emails sent to UM IT Help Supervisors distribution list and disseminate appropriate information accordingly.
Team Participation Perform as a partner and contributor to the UM IT Client Experience supervisory team.
Work with independence and initiative to see work through to effective completion.
Facilitate TEC team meetings, sometimes with other supervisory team members, to ensure team goals are being met.
Participate in strategic planning which considers short and long-term objectives within developed budget, technical, logistical and other constraints.
Serve on tech related committees, such as the Student Instructional Equipment Fee committee, hiring committees, or IT Governance bodies or sub-committees.
In this position you will share responsibility for the supervision and management of full-time computer support specialists and technical staff.
Responsibilities: Recruitment, hiring and training of student technicians Managing day to day operation of UM IT Help TECs, including supervision of full-time computer support specialists and student employees Assessing, observing, recommending, and implementing changes to improve the training and functional operations for full time computer support technicians and the TEC program and technical support provided by student technicians Supporting subordinates as the highest tier of desktop computer support acting as a point of ticket escalation for both the full and part time computer support technicians Serve as a liaison between end-users and appropriate support personnel and advise leadership on technology staffing issues as they arise Complete IT projects utilizing campus resources as a team leader, manager, or technician with role depending on task assigned Supervise both full-time and student staff to keep UM IT facilities and help desk location(s) clean, organized, and functional Manage daily phone support, including training, standardization of execution, and assessment (logged calls and satisfaction survey) Manage student supervisory team(s) to create and maintain student scheduling.
This includes, but is not limited to monitoring staff attendance, missed office hours, office tardiness, etc Schedule and occasionally attend departmental rounds with staff to assist with difficult issues and to stay attuned to the current operations and needs of the departmental employees supported Facilitate setup and necessary assessment of student internship criteria Required Skills Ability to deliver exceptional customer service, be service-oriented, forward-thinking, and innovative Ability to use standard office and technical tools, such as: Microsoft Office Suite Network shares Command line and console interaction Remote Desktop Connection and other remote computing tools Demonstrated experience managing or supervising Demonstrated ability to self-organize and manage work time and multiple priorities Demonstrated ability to adapt to changes in client needs as well as policies and procedures Extensive knowledge of operating systems and client devices: Windows, Mac OS, Desktops, Laptops, Tablets, and Smart Phones Demonstrated ability to effectively troubleshoot end-user issues as well as back-end systems Communicate technical details effectively with lay users in person, over the phone, and in writing Ability to understand clients’ requirements and goals and translate those into functional business solutions Research skills to gather, analyze and organize information to generate meaningful solutions to complex problems Demonstrated ability to rapidly learn and implement new technologies Ability to fully and effectively document implementations according to office standards Minimum Required Experience Associate degree in a relevant information technology field and at least two (2) years of experience of progressively more complex technical support; or an equivalent combination of education and experience Preferred Qualifications Bachelor’s degree in educational technology, information technology, or a related field Familiarity working in higher education environment Knowledge, skills, and abilities required to serve as upper-tier support when issues are escalated above base-level tech support Ability to self-educate to improve knowledge of the technology, systems, procedures, and policies of UM IT in order to provide excellent support Experience managing a diverse IT helpdesk with multiple employees and a diverse array of clients using varied technologies Familiarity with virtual computing environments including machine virtualization, as well as desktop and application virtualization About Information Technology (IT) Information Technology provides leadership in identifying and delivering IT infrastructure, services and support for The University of Montana-Missoula, the four campuses of the multi-campus University of Montana, and the Montana University System.
UM IT provides computing, network, and telecommunications infrastructure, supports enterprise level software, and offers a range of technology support services for the Missoula campus.
The organization also coordinates with the other Montana University System campuses, the local community, and the State of Montana to ensure consistency of offerings and policy.
IT at the University of Montana is led by a Chief Information Officer (CIO), who reports to UM's President and sits on the President's cabinet and council of vice presidents.
The University of Montana is an Affirmative Action/Equal Opportunity employer and has a strong institutional commitment to the principle of diversity in all areas.
In that spirit, we are particularly interested in receiving applications from a broad spectrum of qualified people who would assist the University in demonstrating its five priorities for action: Place student success at the center of all we do; drive excellence and innovation in teaching, learning, and research; embody the principle of “mission first, people always"; partner with place; and proudly tell the UM story.
Position Details Position Title: Computer Support Specialist III Position Number: 412260 Department: Information Technology (IT) Work Schedule: Full-time, 1.
0 FTE (40 Hours a week), Monday through Friday 8:00 am to 5:00 pm, 12 months/year Salary: $23.
49/hr Union Affiliation: None Probationary Period: Six months minimum Benefits Include: Insurance package, mandatory retirement plan, partial tuition waiver, and wellness program Criminal Background Investigation is required prior to the Offer of Employment In accordance with university regulations, finalists for this position will be subject to criminal background investigations.
ADA/EOE/AA/Veteran's Preference Reasonable accommodations are provided in the hiring process for persons with disabilities.
For example, this material is available in alternative format upon request.
As an Equal Opportunity/Affirmative Action employer, we encourage applications from minorities, veterans, and women.
Qualified candidates may request veterans’ or disabilities preference in accordance with state law.
References: References not listed on the application materials may be contacted; notice may be provided to the applicant.
Testing: Individual hiring departments at UM may elect to administer pre-employment tests, which are relevant to essential job functions.
Employment Eligibility: All New Employees must be eligible and show employment eligibility verification by the first date of employment at UM, as legally required (e.
g.
, Form I-9).
Must be eligible to work in the United State upon hire.
Sponsorship is not available for this position.
How to Apply Application Deadline: Tuesday, December 12, 2023 by 11:59 PM (Mountain Time) Candidates are required to submit the following materials online via "New Resume/CV" button below.
A complete application Includes: Letter of Interest – addressing your qualifications and experience related to the stated required skills for the position.
A general letter salutation such as “Dear Search Committee” or “Dear Hiring Manager” is acceptable.
Detailed Resume – listing education and describing work experience.
Professional References – names and contact information for three (3) professional references.
*Applying through Indeed.
com or easy apply through Indeed.
com may result in submission of an incomplete application.
Applications may be removed from full consideration if they are not complete with materials listed above under the "How to Apply" section.
It is the responsibility of the applicant to ensure complete application materials are submitted and received by the date listed above.