Position Details Position Information Announcement Number STAFF - VA - 25205 For questions regarding this position, please contact: Cathy Moberg(406) [email protected] Classification Title Computer Supp Spec III Working Title User Services Assistant Manager Brief Position Overview The Computer Support Specialist III role provides a range of services within the context of IT user support services, desktop support, and computer management. This includes providing technical leadership and advanced support to other team members, quantifying team performance and assisting with agents’ daily goals, establishing and implementing Standard Operating Procedures (SOPs), developing tactical and strategic planning; providing mentorship and training for other team members, etc.In addition, this role will also provide troubleshooting of system issues for faculty, and staff in the use of desktop and laptop computers and peripherals, mobile devices, software applications, operating system problems, network connectivity, management software administration, resource access problems, security and ID management, account and service request coordination.Position Number 4M0098 Department UIT USG Desktop Support Division VP for Information Technology Appointment Type Classified Contract Term Fiscal Year Semester If other, specify From date If other, specify End date FLSA Non-Exempt Union Affiliation FOCUS-MFPE FTE 1.0 Benefits Eligible Eligible Salary Salary range of $26.377 to $34.56 per hour, commensurate with experience, education, and qualifications. Contract Type Classified Salary If other, please specify Recruitment Type Open Position Details General Statement At Montana State University, we rely on our UIT (University Information Technology) systems to power the solutions which help drive success for our students, faculty, staff, and the community across the state of Montana. We are seeking an experienced IT Support Specialist to join us on this journey, using their customer service and technology skills to make Montana State more effective and efficient. In this role, the Support Specialist will support the use of IT systems and assets, assist with fixes, and provide consultation, training, and support as needed. The ideal candidate will have a strong knowledge of multiple aspects of information technology support, including an understanding and experience with Customer Service Management, IT Service Management, Change Management, Knowledge Management, and Process Improvement. Engaging with students, faculty and staff throughout the University, the IT support specialist will directly impact the efficiency of our operations and overall growth.Duties and Responsibilities Customer Service
Lead and oversee the team in analyzing, diagnosing, and resolving complex user technical problems, ensuring high service standards, swift resolution times, and effective workload prioritization to meet end-user and UIT needs.
Manage and troubleshoot advanced technical issues across various specializations, including workstations, mobile devices, distributed servers, computer peripherals, software applications, operating systems, and network connectivity.
Facilitate clear and effective communication with constituents of varying technical knowledge, providing understandable guidance and training to empower end users to handle basic issues independently.
Collaborate with team members to share insights, strategies, and technical documentation, fostering continuous learning, innovation, and maintaining current technical competencies through education and training.
Utilize the ticketing system for task assignment, time tracking, customer updates, and developing a knowledge base, while also mentoring team members and resolving escalated high-priority issues to ensure customer satisfaction.
Travel to locations on and off campus, to provide support for users.
Service Management / Enterprise Desktop Management
Oversee the management of IT services, including customer-facing and supporting infrastructure services, utilizing enterprise tools for desktop management and antivirus, while ensuring alignment with organizational goals and customer needs.
Provide technical guidance, mentorship, and advanced support to IT service analysts and student interns, fostering a learning environment and ensuring they have the necessary resources and knowledge to perform their roles effectively.
Monitor and analyze service metrics, processes, and procedures to ensure high customer satisfaction and operational efficiency, designing and recommending improvements to enhance performance and service quality.
Participate in research and development initiatives and the implementation of new technologies, keeping IT services up-to-date and competitive, while developing tactical and strategic plans for long-term success.
Conduct quality control, quantify performance, and update work schedules as needed, while delivering progress reports and presentations to stakeholders, ensuring adherence to Standard Operating Procedures (SOPs) for quality and efficiency.
Knowledge Management
Lead the creation, contribution, and regular updates of self-help web and FAQ documentation, ensuring the information is accurate, comprehensive, relevant, and easily accessible.
Collaborate with writers, editors, and team members to develop user-friendly content that effectively addresses common user problems and resolutions, fostering a collaborative environment.
Stay current with IT service offerings, associated technical support resources, and organizational structures to provide the most up-to-date information, and communicate these updates and changes to the team.
Train team members on the importance of maintaining accurate and helpful documentation, and mentor staff in IT Service Management, Knowledge Management, and Security to promote continuous learning and improvement.
Ensure all documentation and communication processes align with organizational standards and support resources, providing training and development opportunities for team members to enhance their skills and knowledge.
Security Responsibility
Promote and ensure adherence to information security best practices within the team and across the organization by abiding by University security policies and following the guidance of the Enterprise Security Group.
Actively communicate and encourage security best practices throughout campus, regularly updating the team and campus community on security policies, potential threats, and recommended practices to mitigate risks, thereby fostering a culture of security consciousness.
Assess information security needs within the organization, identifying areas of vulnerability and opportunities for improvement, recommending best practices to customers, and ensuring User Services team members strictly adhere to security policies.
Provide training and guidance to team members on information security best practices, developing and implementing security training programs for new and existing staff to promote continuous learning and adherence to security policies.
Collaborate closely with the Enterprise Security Group and other relevant departments, participating in security planning and strategy meetings, and implementing proactive security measures, such as regular assessments and updates to security protocols, to prevent breaches and ensure the protection of sensitive information.
Required Qualifications – Experience, Education, Knowledge & Skills
Proven experience in leading teams to analyze, troubleshoot, diagnose, and resolve complex technical issues across various IT specializations, ensuring high standards of service and efficiency.
Strong ability to facilitate clear communication with a variety of constituents, share technical insights, and foster a culture of continuous learning and collaboration among team members and stakeholders.
Expertise in managing IT services, utilizing enterprise tools, monitoring service metrics, and implementing process improvements to enhance performance and align with organizational goals.
In-depth knowledge of information security best practices and university policies, with a demonstrated ability to enforce compliance, promote security awareness, and proactively address security needs.
Experience in training, mentoring, and guiding IT staff, student interns, and service analysts, ensuring continuous professional development and adherence to best practices in IT service management and security.
Preferred Qualifications – Experience, Education, Knowledge & Skills
Leadership and Technical Problem-Solving: Extensive experience in leading technical teams to resolve complex user problems, with a deep understanding of various IT specializations and the ability to mentor team members in advanced troubleshooting techniques.
Enterprise Desktop Management: Demonstrated experience using enterprise desktop management tools such as SCCM , LANDesk, KACE , or similar, and deploying computer operating systems in an enterprise environment.
Effective Communication: Proven ability to effectively communicate complex technical issues to a broad audience, fostering collaboration and ensuring clear guidance is provided across different knowledge levels.
IT Service Management: Demonstrated expertise in managing IT services, including the development and implementation of service improvements, monitoring performance metrics, and aligning services with organizational goals.
Service Desk Processes: Relevant knowledge of industry-standard service desk processes and procedures, including trouble ticketing, first call resolution, escalation, and ticket tracking.
Information Security: Strong background in promoting information security best practices, ensuring compliance with university policies, and actively addressing security needs through proactive measures and team training.
Security Protocols and Assessments: Experience in developing and implementing security protocols, collaborating with security teams, and conducting regular security assessments.
Training and Development: Experience in developing and delivering training programs for IT staff and end users, focusing on continuous improvement and the advancement of technical competencies within the team.
ITSM / ITIL Best Practices: Demonstrated training in ITSM / ITIL best practices, ensuring that the team adheres to industry standards for IT service management and operational efficiency.
Advanced IT Support: Expertise in overseeing IT service management, utilizing enterprise tools for desktop management and antivirus, and providing advanced support to IT service analysts.
Service Metrics and Process Improvement: Proven ability to monitor service metrics, design process improvements, and participate in the development and management of IT service offerings, ensuring they meet organizational and customer needs.
The Successful Candidate Will
Leadership and Mentorship: Effectively lead and mentor technical teams in analyzing, troubleshooting, diagnosing, and resolving complex user problems across various IT specializations, ensuring swift resolution and high service standards.
Technical Proficiency: Demonstrate proficiency in using enterprise desktop management tools (such as SCCM , LANDesk, KACE ) and managed antivirus products to deploy and manage computer operating systems and security measures in an enterprise environment.
Communication and Collaboration: Facilitate clear and effective communication with a broad range of constituents, providing understandable technical guidance and fostering a collaborative environment for sharing insights and strategies.
IT Service Management: Oversee IT service management processes, utilizing industry-standard practices (including ITSM / ITIL ) for trouble ticketing, first call resolution, escalation, and ticket tracking to ensure efficient and effective service delivery.
Information Security: Promote and ensure adherence to information security best practices, comply with university policies, conduct security assessments, and collaborate with security teams to address vulnerabilities and implement improvements.
Process Improvement and Service Development: Monitor service metrics, design and implement process improvements, and contribute to the development and management of IT service offerings, aligning them with organizational goals and customer needs.
Training and Development: Provide comprehensive training and development programs for IT staff and student interns, focusing on continuous improvement, technical skill advancement, and adherence to best practices in IT service management and security.
Position Special Requirements/Additional Information
This position is not eligible for sponsorship.
Must possess a valid driver’s license, an acceptable driving record, and meet all State of Montana requirements to operate State/University vehicles. (If successful candidate possesses a valid out-of-state driver’s license, must obtain a valid Montana driver’s license within 60 days of hire.)This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.Physical Demands
Requires work in an open office with walk-in customer traffic, phone calls and frequent interruptions.
May have to transport up to 30 lbs. on occasional basis.
This job description should not be construed as an exhaustive state of duties, responsibilities, or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.This position has supervisory duties? No Posting Detail Information Number of Vacancies 1 Desired Start Date Upon completion of a successful search. Position End Date (if temporary) Open Date Close Date Applications will be: Screening of applications will begin on December 23, 2024; however, applications will continue to be accepted until an adequate applicant pool has been established.Special Instructions EEO Statement Montana State University is an equal opportunity employer. MSU does not discriminate against any applicant on the basis of race, color, religion, creed, political ideas, sex, sexual orientation, gender identity or expression, age, marital status, national origin, physical or mental disability, or any other protected class status in violation of any applicable law.In compliance with the Montana Veteran’s Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran’s preference, please complete the veteran’s preference information located in the Demographics section of your profile.