Montana State University

Announcement Number STAFF - VA - 25379

For questions regarding this position, please contact:

Peter Martinson

peter.martinson@montana.edu

406-994-6749

Classification Title Computer Supp Spec II

Working Title Computer Support Specialist II

Brief Position Overview

The full-time Computer Support Specialist II is a member of the University Information Technology (UIT) department working within the University Facilities Management (UFM) IT Department –

Desktop Support Team supporting the IT needs of University Facilities Management.

Under the direction and guidance of senior IT staff, the Computer Support Specialist II will be responsible for providing customer service for staff and students. The candidate will analyze, troubleshoot, diagnose and resolve user’s complex technical problems. Additionally, the candidate will provide assistance and troubleshooting for advanced technical issues in areas including workstations, mobile devices, computer peripherals, software applications, operating systems and network connectivity.

Position Number 4M0866

Department University Svcs Team

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 $22.936 - $24.250 per hour, commensurate with experience, education, and qualifications

Contract Type Classified Hourly

If other, please specify

Recruitment Type Open

General Statement

University Facilities Management Information Technology (UFM IT) Group is a service organization that supports University Facilities Management. UFM IT Group is committed to excellence in promoting, developing and delivering information technology services and resources to its clients, and facilitating their use.

University Facilities Management is comprised of Campus Planning, Design & Construction; Facilities Trades; Safety & Risk Management; Mail Services, and the Office of Space Planning. These departments deliver a broad range of essential, cost- effective, and professional services to MSU’s students, faculty, staff, and broader constituencies.

Duties and Responsibilities

Desktop Support:

• Research and interpret technical documentation.
• Prioritize workload to meet the needs of the end user and the UIT.
• Use ticketing system for tracking status of a task, providing updates to the customer, and contributing to the IT knowledge base.
• Provide training to end users as needed.
• Participate in the development and management of IT service offerings.
• Make recommendations for system optimization/improvement.
• Monitor service processes and procedures to assure a high degree of customer satisfaction and operational efficiency.
• Analyze, troubleshoot, diagnose, and resolve complex user technical problems.
• Provide technical support for computer hardware, software, peripheral devices, and desktop systems by troubleshooting, interpreting, analyzing and resolving problems.
• Install and configure computers and other computing devices in accordance with standards and operational requirements.
• Monitor performance and assess system functionality and integrity, perform hardware and software upgrades on computing devices and peripheral devices.
• Support JAMF Mobile Device Management (MDM) solution in support of Facilities iPads in conjunction with UIT and JAMF oversight.
• Make recommendations for systems optimization/improvement.
• Ensure compliance with UIT and UFM security requirements.

Knowledge Management:

• Contribute content to self-help web and FAQ documentation.
• Collaborate with writers and editors to develop content in a user-friendly format.
• Frequently update documentation relating to common user problems and resolutions.
• Maintain currency in IT service offerings, associated technical support resources, and organizational structures.

Consultation:

• Provide Help Desk support through ticket submission and end user support.
• Provide after-hours support as needed.
• Communicate technical information to technical and non-technical personnel in an understandable manner.
• Maintain technical currency through reading and training.
• Support of webcams, smart whiteboards, mobile devices, tablets, laptops, desktops, and printers.
• Work with University Facilities Management IT student help.

Planning and Communication:

• Coordinate tasks based on priority in consultation with UFM IT and UIT staff.
• Communicate and coordinate time schedules and deadlines with users and IT team.
• Communicate technical information to technical and non-technical personnel in an understandable manner.

Security Responsibility:

• Follow information security best practices and abide by University security policies and the guidance of the UIT Enterprise Security Group.
• Assess, promote and communicate information security needs and recommend best practices.

Required Qualifications – Experience, Education, Knowledge & Skills

1. Experience providing customer support for users with Windows OS workstations and laptops.
2. Experience providing support for IOS and Android mobile device configuration.
3. Experience deploying and supporting computer operating systems.
4. Experience providing customer support for client/server applications, for common workstation applications, and printing support.
5. Relevant knowledge of the principles of service desk processes and procedures (customer support, help desk ticketing, 1st call resolution, escalation and ticket tracking).
6. Familiarity with information technology tools, principles and procedures.

Preferred Qualifications – Experience, Education, Knowledge & Skills

1. Experience using an enterprise desktop management tool such as SCCM, Ivanti/LANDesk, KACE or other management tool.
2. Experience using Active Directory and Group Policy for computer management.
3. Experience using a managed antivirus product in an enterprise environment.
4. Experience with MDM software.
5. Ability to creatively solve problems within a well- defined computing environment with a wide variety of technical needs.

The Successful Candidate Will

The successful candidate will have the ability to:

• Work in a self- directed manner with multiple kinds of user group.
• Consistently exercise initiative and good judgment while prioritizing workload to meet deadlines with minimal supervision.
• Communicate effectively both verbally and in writing; maintain confidentiality of records and information.
• Represent the department and MSU to others in a professional and courteous manner.
• Work effectively and cooperate with all university IT staff in a team-oriented environment.
• Demonstrate excellent interpersonal skills.

Position Special Requirements/Additional Information

This position is not eligible for sponsorship.

In accordance with MSU policy, hiring will be conditional upon successful completion of a pre- employment background check.

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

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.

This position has supervisory duties? No

Number of Vacancies

Desired Start Date

Position End Date (if temporary)

Open Date

Close Date

Applications will be:

Screening of applications will begin on June 4, 2025; 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.

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