| The End User Support Specialist II, under general supervision, performs complex and non-routine specialized end user support functions, such as troubleshooting, analysis, research, de-bugging, and problem-solving.; Work hours: Mon-Fri; 8 AM-5 PM or as work requirements indicate; After hours may be required.; Requires CJIS Level 3; Criminal Justice Information System Fingerprint Background Check. Responsibilities: 50% Coordinate In coordination with User Support Director, serves as technical support for all ITS services delivered to remote locations; Represents ITS at remote locations by providing communication and scheduling related to ITS service changes, updates, outages, maintenance; Collaborates with student computer technicians to ensure high quality and efficient delivery of services; Provides support to the Campus Refresh team in the deployment of campus computer replacements at remote locations; Communicates with IT Services personnel to determine resources needed for resolution of issues with particular emphasis on remote campus locations 20% Respond Advocates for remote location IT needs by serving as a point of contact and relaying needs to ITS management; Provides hands on troubleshooting and attempted resolution of reported computer hardware, software and networking issues at remote sites 20% Maintain Performs routine maintenance on equipment; Supports the web based help desk application; Works with User Support team to recommend updates on technical documentation, procedures and FAQs 10% Other Duties: Supports the ISO and IRM in implementing computing policies and procedures; Stays up to date with the newest tools in the IT industry; Performs research and testing; Performs other duties as assigned This is a CJIS Level 3 security-sensitive position- Personnel with information technology roles who may have access to the Criminal Justice Information System (This level is designed for all information technology personnel including system administrators, security administrators, network administrators); As a condition of employment the individual will be required to pass a Criminal Justice Information System Fingerprint Background Check and within a reasonable timeframe after the individual's employment successfully complete periodic training to retain and maintain assigned responsibilities
Required Education and Experience:
Bachelorâ™s degree in applicable field or equivalent combination of education and experience. Three years of full time, professional work experience with end-user support in information technology. Required Knowledge, Skills and Abilities:
Knowledge of word processing and spreadsheet applications. Knowledge of troubleshooting and problem-solving, client relations skills, requirement assessment and analysis, project management methodology, context and interrelationships, and the Information Technology Interface Library ITIL (ITIL). Ability to multitask and work cooperatively with others. Preferred Requirements: Work experience in a higher education environment. | 
