Utah State University

Computer Support Specialist (Computer Technician Lead)

City Logan Campus
Posted Date 1 month ago(10/21/2020 10:45 AM)
Requisition ID
2020-3064
# of Openings
1
Job Locations
US-UT-Logan
Category (Portal Searching)
Information Technology
Position Type
Benefited Full-Time
Job Classification
Non-Exempt
College
Business & Finance
Department
Information Technology
Advertised Salary
Commensurate based on experience, plus excellent benefits

Overview

Computer Support Specialists will support the daily technical performance for customers across USU's main campus and sites located throughout the state of Utah. Provide technical support to customers via telephone, email, in-person and other electronic means. Consult with customers to determine hardware, software or other functional computer specifications to meet the customers technology needs, including desktop, laptop, printers, handhelds, and software. Maintain accurate documentation of support requests and actions taken to ensure timely and accurate issue resolution.

 

To comply with PCI Data Security Standards and regulations, this position is contingent upon the successful completion of a credit and background check.

Responsibilities

 

  • Support the daily technical performance for assigned Support Agreements (SA).
  • Provide analysis, documentation, support and testing based on or related to a customer or technical specification.
  • Work with a variety of customers across USU's main campus and throughout USU's Extension and Distance Education sites, providing desktop support and maintenance.
  • Work proactively with customers to determine hardware, software and other technical needs.
  • A minimum of one-third of a Specialists time will be devoted to customer support via the telephone.
    • Each Specialist will have a designated telephone support schedule.
  • Create and update online support documentation utilizing the specified online tools, procedures and identify areas of improvement.
  • Document all customer service requests and interactions through the online "Issue Management" system.
  • Provide friendly, accurate and dependable support to all customers while providing follow-up with customers to ensure their satisfaction with the services and solutions rendered.
  • Create a positive, inviting work environment, creating a level of trust among colleagues.
  • Build relationships of trust among team members, including all teams within Information Technology, and colleagues throughout the University.
  • Adhere to the IT Core Competencies
  • Other duties as assigned.

Qualifications

  • Bachelor's degree in Business Information System (BIS), Computer Science (CS), or related field; OR an Associate's degree or certification in a designated field plus 2 years of related work experience; OR four years of work experience in desktop management and support.
  • Two years hands-on experience supporting, installing, and testing Windows and/or Macintosh based software and hardware.
  • Two or more years in a customer service environment.
  • Ability to be a positive team player while working in a team environment.
  • Excellent customer service skills.
  • Excellent communication skills both verbal and written.
  • Ability to work with limited supervision.
  • Excellent problem solving skills.

Required Documents

Along with the online application, please attach:

1. Resume/CV to be uploaded in the Candidate Profile

2. Cover Letter to be typed/pasted into a text box at the end of application

 

**Document size may not exceed 10 MB.**

Advertised Salary

Commensurate based on experience, plus excellent benefits

ADA

Employees work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes.  The employee is regularly required to sit and often uses repetitive hand motions.

University Highlights

Utah State University (USU) was founded in 1888 and is honored to be Utah’s land-grant and space-grant university. USU is a Carnegie RU/H (Research University/High Research Activity) institution with approximately 27,800 students (24,660 undergraduates and 3,140 graduate students) on the Logan main campus. Utah State’s statewide system features eight campuses and 23 education centers and serves all counties in the state with Extension programs. USU offers 165 undergraduate majors, 138 graduate programs, and a variety of innovative stackable associate and certificate credentials. Washington Monthly ranked USU 14th in their national university rankings in 2019 and the 5th best public national university in the nation in 2018. As one of the two premier research institutions in Utah, USU is proud to provide a high-quality education at an affordable price. Additional information about Utah State University can be found here.

 

A core characteristic of USU is engagement with communities and people in economic development, improvements to quality of life, and human capital. Through the practical application of knowledge, the University and its faculty engage and share expertise with the state, nation, and world, preserving the historical land-grant tradition of partnering with communities to address critical societal issues in the interest of the public good.

 

The USU main campus is located in beautiful Logan, Utah; a city of about 50,000 situated in a picturesque mountain valley about 80 miles north of Salt Lake City. Outstanding recreational opportunities abound in the nearby mountains and proximate region.

 

Notice of Non-discrimination

In its programs and activities, including in admissions and employment, Utah State University does not discriminate or tolerate discrimination, including harassment, based on race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity or expression, disability, status as a protected veteran, or any other status protected by University policy, Title IX, or any other federal, state, or local law.

The following individuals have been designated to handle inquiries regarding the application of Title IX and its implementing regulations and/or USU’s non-discrimination policies:

 

Executive Director of the Office of Equity Alison Adams-Perlac, alison.adams-perlac@usu.edu, Old Main Rm. 161, 435-797-1266

Title IX Coordinator Hilary Renshaw, titleix@usu.edu, Old Main Rm. 161, 435-797-1266.

For further information regarding non-discrimination, please visit https://equity.usu.edu/, or contact:

U.S. Department of Education Office of Assistant Secretary for Civil Rights, 800-421-3481, OCR@ed.gov

U.S. Department of Education, Denver Regional Office, 303-844-5695, OCR.Denver@ed.gov

 

USU is sensitive to the needs of dual career couples and provides a Dual Career Assistance program to support careers for partners who are also seeking employment.

 

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