Support Specialist II

Posting Details

Position Information

Job Title Support Specialist II
Department Campus Services
Full Time/Part Time Full-Time
Requisition Number S18188
Open Date 11/21/2017
Close Date
Salary Information

Salary Commensurate with Experience and Qualifications

Work Schedule

Monday through Friday, 8 a.m. to 5 p.m.

Benefits Eligible Yes
Eligible for Overtime No
Position Summary

The Support Specialist II provides technical support on desktop computing hardware, software, peripherals, and network connectivity for faculty and staff of assigned divisions. The Support Specialist II provides support, instruction, and advice regarding all aspects of desktop computing resources. This position applies developed subject matter knowledge to solve common and complex issues within established guidelines. This position will serve as part of the Office of Information Technology (OIT) Client Services support team.

Education Required Associate's Degree
Concentration / Degree Type

IT, engineering, computer science, or related discipline.

Substitution for Education Requirement

May substitute additional related experience, beyond what is required, on an equivalent year-for-year basis in lieu of the degree.

Education Preferred

Bachelor’s degree in IT, engineering, computer science, or related discipline.

Experience Required 4 years
Type of Experience

- Experience in diagnosing and resolving software and hardware incidents, including operating systems (Windows and Mac).

- Experience in installation, configuration, and ongoing usability of desktop computers, peripheral equipment (memory, hard drives, graphic card).

- Experience in virus detection and recovery processes. Able to identify security risks of user configurations and develop recommendations for mitigation.

- Experience with multiple applications that are deployed and utilized within the client base such as software & e-mail applications.

- Familiar with applications (Google Apps, Office 365, Thunderbird, Adobe Creative Cloud, etc.) used in various departments.

- Basic understanding of Audio/Visual (A/V) equipment. Able to connect mobile devices (laptops, etc.) to A/V gear in conference rooms to support presentations. Ability to troubleshoot basic A/V connectivity issues to mobile devices.

Substitution for Experience Requirement

May substitute additional related education, beyond what is required, on an equivalent year for year basis in lieu of the experience requirement.

Experience Preferred

Practical experience as a consultant in a computing environment; experience in an academic computing environment. Linux skills a plus.

License/Certification Required

None

License/Certification Preferred

Industry certifications such as Windows (MCSE, MCP), Macintosh (ACTC), and CCNA.

Skills Required

- Maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

- Ability to work independently with limited to no supervision and able to handle unique, and sometimes challenging, situations.

- Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.

- Demonstrated experience as a team contributor, self-motivator and problem solver. Able to take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.

Skills Preferred

Mac and/or Windows Certified Technician.

Internal / External Contacts

Daily contact with students, faculty, administrative staff and collaborators.

Frequent contact by telephone and in person with vendors to facilitate installation of new products and maintenance of existing systems.

Frequent contact with persons employed by Rice University. Some contact with persons not employed by Rice University.

Physical Demands

Must be able to get around campus. Ability to lift a microcomputer CPU, monitor, or printer of up to 25 pounds.

Working Conditions

Will be required to carry a cell phone/pager and be reachable during off hours as determined by management.

May require long hours and availability outside normal working hours.

May be required to work weekends or evenings for major transitions and projects once or twice a month. Subject to change.

Non-smoking environment.

Security Sensitive Yes
Special Instructions to Applicants
Quick Link for Posting http://jobs.rice.edu/postings/12346

Job Duties

Job Duty Name
Description of Job Duty

- Provide first line technical support on Desktop Computing software, hardware, peripheral and networking systems for faculty and staff of assigned divisions.

- Resolve user reported issues expeditiously and with efficiency. Work with team members and clients to develop long and short-term plans for the acquisition, maintenance, and operation of hardware, software, and network components within the assigned department.

- Perform hardware and software installations and upgrades. Coordinate the implementation of problem resolutions, wiring changes, and expansion plans.

- Maintain software and hardware inventory information to established IT tool set(s). Perform basic A/V support under Campus Service’s purview.

- Acts as a team or project leader for small to medium scope projects, providing direction to team activities and facilitating information validation.

Percentage of Time 75
Job Duty Name
Description of Job Duty

- Promote computer literacy among departmental clients and team members. Keep clients and team members informed about new computing software, hardware, and information resources. Provide one-on-one, small group, or classroom instruction for faculty and staff with a departmental focus on materials

Percentage of Time 20
Job Duty Name
Description of Job Duty

- Special Projects as assigned.

- Other duties as assigned by the Director – Campus Services.

Percentage of Time 5

Applicant Documents

Required Documents
  1. Cover Letter
  2. Resume
  3. References/Recommendation Request
Optional Documents

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have an associate's degree or higher in IT, engineering, computer science, or related field, or additional related experience, above and beyond what is required, on an equivalent year for year basis in lieu of the degree requirement?
    • Yes
    • No
  2. * Do you have four or more years of experience in diagnosing and resolving software and hardware incidents, including operating systems (Windows and Mac); experience in installation, configuration, and ongoing usability of desktop computers, peripheral equipment (memory, hard drives, graphic card) or additional related education, beyond what is required, on an equivalent year for year basis in lieu of the experience requirement?
    • Yes
    • No
  3. * Do you have experience in virus detection and recovery processes, with the ability to identify security risks of user configurations and develop recommendations for mitigation?
    • Yes
    • No
  4. * Do you have experience with multiple applications that are deployed and utilized within the client base such as software & e-mail applications, including familiarity with applications (Google Apps, Office 365, Thunderbird, Adobe Creative Cloud, etc.) used in various departments?

    (Open Ended Question)

  5. * Do you have basic understanding of Audio/Visual (A/V) equipment, ability to connect mobile devices (laptops, etc.) to A/V gear in conference rooms to support presentations, as well as having the ability to troubleshoot basic A/V connectivity issues to mobile devices?

    (Open Ended Question)