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Technical Support Spec II

Please see Special Instructions for more details.

Comprehensive benefits package included. See Benefit Overview for more information.

Position Details

Position Information

Announcement Number STAFF - VA - 18015
For questions regarding this position, please contact:

Dorie Seymour 406-994-7466
dorie.seymour@montana.edu

Classification Title Computer Supp Spec II
Working Title Technical Support Spec II
Brief Position Overview

Provide technical support in an enterprise environment. This position provides support for issues escalated from the Service Desk. Will analyze, troubleshoot, diagnose, and resolve complex user technical problems. Requires technical support service experience with Apple and Microsoft operating systems, computer peripherals, software applications, mobile devices, and network configuration.

Position Number 4M1677
Department University Information Technology
Division President's Office
Appointment Type Classified
Contract Term Fiscal Year
Semester
If other, specify From date
If other, specify End date
FLSA Non-Exempt
Union Affiliation MPEA
FTE 1.0
Benefits Eligible Eligible
Salary $17.34 - $23.58 per hour. Current MUS applicants’ rate of pay will be determined by the staff compensation plan. For questions contact recuritment@montana.edu.
Contract Type Classified Salary
If other, please specify
Recruitment Type Open

Position Details

General Statement

In support of the Montana State University mission, University Information Technology promotes, develops, delivers, and facilitates the use of information technology services and resources.

Duties and Responsibilities

Position provides end user support via telephone, remote desktop, or onsite. Responsible for the management of operating system and third party updates, management of the enterprise antivirus tools and desktop management software. Documents troubleshooting steps, contributes to knowledge-base, and provides support to the Service Desk Analyst’s as needed.

  • Provide technical support to a wide range of constituents with varying knowledge levels by troubleshooting, analyzing, diagnosing, and resolving complex user technical problems.
  • Manage IT services as assigned, including customer-facing and supporting infrastructure services using enterprise tools such as desktop management and antivirus.
  • Support and contribute to departmental and University knowledge management processes and documentation.
  • Ensure all University security policies and best practices are being followed and communicated to customers.
Required Qualifications – Experience, Education, Knowledge & Skills
  1. Combination of education and/or applicable experience equivalent to a Bachelor’s Degree in Computer Science, Information Systems, Computer Engineering, or other related field and/or significant hands on applicable experience managing end user IT support and customer service.
  2. Experience in a large enterprise environment supporting users of varying knowledge levels with both Mac and Windows OS. Experience providing technical support for items such as: mobile device configuration, client/server and common workstation applications, and printing support.
  3. Experience using Active Directory for computer management, and using multiple information technology tools, techniques, standards, principles, protocols, languages, applications, systems, or procedures.
  4. Experience independently analyzing information technology issues and emerging technologies, and applying appropriate actions and resources for resolution.
Preferred Qualifications – Experience, Education, Knowledge & Skills
  1. Experience in IT serving a mid- to large-sized organization in multiple IT specializations
  2. Experience in an enterprise environment deploying computer Operating System, using managed antivirus product, and using desktop management tool such as SCCM, LANDesk, KACE.
  3. Experience applying industry service desk processes and procedures, security policies, solutions, and best practices; training in ITSM/ITIL best practices.
  4. Experience working in a networked environment including file sharing, e-mail configuration, and client side IP configuration; knowledge of networking principles and technologies including TCP / IP / DNC / DHCP, Ethernet and other networking technologies.
The Successful Candidate Will
  • Work effectively and collaborate with all university IT staff in a team oriented environment.
  • Follow detailed procedures and document steps in detail.
  • Possess the ability to effectively communicate IT practices verbally and in written form to a wide range of constituents
  • Think intuitively and analytically to break down and resolve problems.
  • Demonstrate excellent interpersonal skills.
  • Represent the department and university to others in a professional and courteous manner.
  • Possess the ability to work a flexible schedule to facilitate University Information Technology maintenance windows.
Position Special Requirements/Additional Information

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.

Physical Demands

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required.

  • Must possess currently or be eligible to obtain a valid State of Montana Driver’s license within 60 days of hire and have an acceptable driving record (less than 12 points).
  • Must be able to occasionally move items weighing up to 70lbs. with or without accommodations.
This position has supervisory duties? No

Posting Detail Information

Number of Vacancies 1
Desired Start Date At the conclusion of a successful search.
Position End Date (if temporary)
Open Date
Close Date
Applications will be:

Screening of applications will begin on August 4th, 2017; however, applications will continue to be accepted until an adequate applicant pool has been established.

Special Instructions

Comprehensive benefits package included. See Benefit Overview for more information.

Diversity Statement

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.

Montana State University is committed to providing a working and learning environment free from discrimination. As such, the University does not discriminate in the admission, access to or conduct of its educational programs and activities nor in its employment policies and practices on the basis of race, color, religion, national origin, ethnicity, creed, service in the uniformed services (as defined in state and federal law), veteran status, gender, age, political beliefs, marital or family status, pregnancy, physical or mental disability, genetic information, gender identity, gender expression, or sexual orientation or preference. In support of the University’s mission to be inclusive and diverse, applications from qualified minorities, women, veterans and persons with disabilities are highly encouraged.

Montana State University makes accommodation for any known disability that may interfere with an applicant’s ability to compete in the hiring process or an employee’s ability to perform the duties of the job. To request an accommodation, contact the Human Resources Office, PO Box 172520, Montana State University, Bozeman MT 59717-2520; 406-994-3651; recruitment@montana.edu .

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.

MSU’s Non-Discrimination Policy and Discrimination Grievance Procedures can be located on the MSU Website: www2.montana.edu/policy/affirmative_action/ .

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter addressing Each of the Required and Preferred Qualifications
Optional Documents

Supplemental Questions

Required fields are indicated with an asterisk (*).