Information Technology User Services Support Specialist

Information Technology User Services Support SpecialistThis role provides advanced technical support to staff, students, and faculty with varied technical proficiency for all users at Montana State University. Position details include:Position Number: TBDDepartment: UIT IT Community Shared SvcsDivision: VP for Information TechnologyAppointment Type: ClassifiedContract Term: Fiscal YearSeminationIf other, specify From dateIf other, specify End dateFLSA: Non-ExemptUnion Affiliation: FOCUS-MFPEFTE: 1.0Benefits Eligible: EligibleSalary: $23.00 to $25.25 hourly, commensurate with experience, education, and qualificationsThe IT Support Specialist will be embedded in the Student Wellness Center, a new 165,000 ft. state-of-the-art facility that includes three departments supporting holistic health and wellbeing. The IT Support Specialist will work closely with staff in each area including Campus Recreation, Counseling and Psychological Services, and Student Health Services. In this role, the Support Specialist will support the use of IT systems and assets within Student Wellness, 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.Duties and Responsibilities include:Analyze, troubleshoot, diagnose, and resolve complex user technical problems.Provide assistance and troubleshooting for advanced technical issues in one or more specializations such as workstations, mobile devices, distributed servers, computer peripherals, software applications, operating systems, and network connectivity.Support the operation and troubleshooting of audiovisual (AV) systems, ensuring reliable use of technology in meeting and shared‐use spaces.Communicate with a wide range of constituents and knowledge levels regarding technical issues.Research and interpret technical documentation.Maintain currency in technical competencies.Prioritize workload to meet the needs of the end user and Student Wellness.Use ticketing system for assignment of task, for tracking time, providing updates to customer, and developing knowledge base.Provide training to end users as needed.Provide tracking and coordination of onboarding new staff in Student Wellness to ensure IT needs are met.Communicate regularly with the AVP of Student Wellness about Student Wellness partners' IT needs and challenges and share relevant IT communications with the entire Student Wellness team.Maintain and update IT inventory within Student Wellness and make recommendations on replacement schedules.Manage IT services as assigned including customer-facing and supporting infrastructure services using enterprise tools for desktop management.Provide technical guidance and advanced support to IT service analysts.Monitor service metrics, processes, and procedures to assure a high degree of customer satisfaction and operational efficiency.Design, recommend, and approve changes to service processes and procedures.Participate in the development and management of IT service offerings.Maintain and update documentation of specialized Student Wellness systems and coordinate communication with vendors as needed.Develop centralized system to track IT systems contracting and licensing and work with Student Wellness leadership to ensure compliance with university processes and procedures.Contribute content to self-help web and FAQ documentation.Collaborate with writers and editors to develop content in a user-friendly format.Frequently update common user problems and resolutions.Maintain currency in IT service offerings, associated technical support resources, and organizational structures.Follow information security best practices.Abide by University security policies and the guidance of the Information Security Group.Communicate and encourage security best practices throughout campus and within Student Wellness.Assess specialized information security needs within Student Wellness departments.Recommend best practices among customers, including proactively asking questions to determine security needs.Required Qualifications include:Demonstrated ability to work effectively as a member of a team.Demonstrated experience providing customer support for users with workstations with both Mac OS and Windows OS.Providing support for mobile device configuration.Demonstrated experience providing customer support for client/server applications, for common workstation applications, and printing support.Relevant knowledge of industry standard service desk processes and procedures (trouble ticketing, 1st call resolution, escalation, ticket tracking).Demonstrated competence of multiple information technology tools, techniques, standards, principles, protocols, languages, applications, systems, or procedures.The successful candidate will:Use Customer Service Management best practices to provide exceptional customer service, resolving customer issues effectively and efficiently with a positive and helpful attitude, while using enterprise tools and standards.Employ IT Service Management best practices to support the operation of IT services, including end‐user systems and audiovisual (AV) environments, the design of IT services including changes and improvements, and support of the overall service strategy.Champion Security Management to help identify security needs and develop, document and support implementation of best practices for customers and colleagues.Support Change Management for both customers and colleagues by staying current on changes in enterprise services, overall trends in IT and customer support, while positively supporting these changes with your customers and providing generative feedback to UIT to improve future changes.Embrace Organizational Engagement through understanding and application of Montana State University and University Information Technologies' Strategic Plan and translating those goals into your daily work and activities.Position special requirements include: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 include: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.) 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? NoNumber of Vacancies: 1Desired Start Date: Upon completion of a successful searchPosition End Date (if temporary):Open DateClose Date: Screening of applications will begin on April 30, 2026; however, applications will continue to be accepted until an adequate applicant pool has been established.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.Applicant DocumentsRequired Documents:ResumeCover LetterOptional Documents: