Montana State University
Bozeman

Classified Position
Vacancy Announcement
June 4, 2014 *Corrected FTE*


COMPUTER SUPPORT SPECIALIST I
Land Resources and Environmental Sciences

Announcement
Number
14-803
 
Position Number     0318
 
Start Date Upon successful completion of selection process
 
Starting Salary

$12.871 per hour

 
FTE Part-time (.4 FTE)
 
Benefits Not eligible for benefits
 
Bargaining Unit Exempt from collective bargaining
 
Overtime Status Exempt from overtime
 
Community
Information

Montana State University values diverse perspectives and is committed to continually supporting, promoting and building an inclusive and culturally diverse campus environment. MSU recognizes the importance of work-life integration and strives to be responsive to the needs of dual career couples.

Founded in 1893 as a Land Grant University, Montana State University (MSU) is composed of nine academic colleges and a graduate school and boasts a friendly, supportive faculty and campus environment. Currently, the University hosts an enrollment of over 15,000 students, including approximately 2,000 graduate students. MSU is classified as one of 108 U.S. Research Universities (very high research activity) by the Carnegie Foundation.

 
Overview

Under the supervision of the Administrative Associate IV, the Computer Support Specialist I provides computer support for the department’s faculty, staff and students including support and problem resolution for the use of desktop and laptop computers, peripherals, mobile devices, software and operating system applications, network connectivity, credentials and resource access. As part of the Agriculture IT Group this position uses centrally-provided tools for hardware management and incident tracking, and communicates effectively with other support providers in the group to provide timely response to departmental user support requests. The position is responsible for building and maintaining partnerships with customers by regularly demonstrating a high level of dependable customer service and professionalism.

 
Duties and
Responsibilities

Customer Support: Provide computer support in person, over the phone and via email for faculty, staff and students in the Land Resources & Environmental Sciences Department. Collaborate closely with the Agriculture IT Group to ensure high quality, timely and consistent customer service. Communicate with a wide range of constituents and knowledge levels regarding technical issues. Maintain an approachable, customer-friendly atmosphere. Maintain currency in technical competencies, especially in technology deployed in the enterprise. Maintain awareness of, and participate in institutional IT programs, projects and initiatives as appropriate or directed. Understand and follow University purchasing policies, procedures and best practices.

Computer Management: Proactively track, manage, monitor and secure computers and peripherals, both hardware and software. Analyze, troubleshoot, diagnose and resolve problems with end user devices. Maintain competency with management tools required for support (e.g., LANDesk, Web HelpDesk).

Security: Follow information security best practices. Abide by University security policies under the guidance of the COA/MAES IT Director and the Enterprise Security Group. Communicate and encourage security best practices throughout the department. Recommend best practices among customers, including proactively asking questions to determine security needs.

 
Required
Qualifications
1.   Two years post-secondary education plus one year of full-time (or part-time equivalent) experience in computer support, directly assisting end users, or a combination of relevant education and experience.
2.   Knowledge of common devices including desktop, laptop and mobile devices, operating systems and applications, and their interaction with associated host systems including Microsoft Windows, Mac OS, Microsoft Office; knowledge of common IT questions and issues; and knowledge of common user issues and resolutions.
3.   Skilled at troubleshooting to probe and define user problems; skilled at working in a networked environment including file sharing, e-mail configuration, wireless connectivity, and client network configuration; skilled at researching and resolving technical problems; skilled at proactively identifying recurring issues and the appropriate actions and resources to resolve these problems; skilled at using computer and device management tools for maintaining and securing endpoints; and skilled at interpersonal communication with a wide variety of internal and external technical and non-technical staff.
 
Preferred
Qualifications
1.   Bachelor’s degree in technical field and three years of progressively responsible experience in technical customer service.
2.   Knowledge of industry standard service management procedures; knowledge of computer security and security practices; knowledge of networking principles and technology.
3.   Skilled at the independent research and application of emerging technologies; skilled at computer and device repair and maintenance; skilled at giving or writing instructions of a technical nature; skilled at using incident management or ticket systems.
 
The Successful
Candidate Will

The successful candidate will also have the following abilities : to provide positive, dependable and consistent phone, face-to-face and email-based customer service; ability to self-direct technical and organizational learning; ability to work effectively in a team environment; ability to follow detailed procedures and document steps in detail; ability to effectively communicate verbally and in written form; ability to collaborate with team members, staff, and customers; ability to maintain currency in technical competencies; ability to pay attention to detail; ability to explain technical instructions in simple or in-depth terms, depending on user proficiency; ability to maintain confidentiality of records and information; ability to think intuitively and analytically to break down and resolve problems; ability to maintain a welcoming, dependable, organized workspace; and the ability to communicate IT practices to a wide range of constituents.

 
Special
Requirements
1.   In accordance with MSU policy, hiring will be conditional upon successful completion of a pre-employment background check.
2.   Must be able to use a computer monitor, keyboard and mouse for long periods of time.
3.   Must lift up to 50 lbs or more on an occasional basis.
 
Application
Deadline

Screening of applications will begin on June 19, 2014, and continue until an adequate pool is established.

 
Application
Procedure

Montana State University is pleased to inform you that this position has been identified as part of our pilot program for the new online applicant tracking system.

For this position, you will be directed to the new system where you will have the opportunity to apply. In order to apply, you will need to create a profile (instructions are located in the announcement). Once completed, you will have a permanent profile which allows you to apply for additional positions at MSU through the online applicant tracking stystem. Please be sure to record your log on and password information in a secure location for future use.

To apply, please click the following link http://jobs.montana.edu/postings/502

 
Posted bbclark 6/4/14