User Support Specialist (30553)
Location: Ottawa University - Overland Park, Kansas - Overland Park, KS
66211 · Type: Full Time · Category: Computer
Description
Responsible for providing tier 2 technical support to the IT Help Desk, to
assure prompt identification, prioritization, assignment/escalation, and
resolution of reported technology problems. The position coordinates closely
with IT staff to provide direct support to employees, adjunct faculty,
students, and persons external to the University. Primary activities include
tickets regarding front end user services support; equipment diagnostics and
repair; end user training and identification of equipment requirements and
updates to university website. Maintaining ticket support metrics, contact
responsibilities and resolution time frames.
Essential Functions:
Provide quality tier 2 technology support to prospects, students, alumni,
and employees by responding to work order needs, calls, and e-mails in a
responsive, courteous, and professional manner. Determine solution to and
recommend replace versus repair alternatives and, where appropriate, and
arrange for temporary support from other resources as needed.
Record accurate and timely information into the work order system as
required by standards and process. Assist individuals who have made an
inquiry concerning a work order in the systema and respond in a timely and
effective way or escalate, as necessary.
Provide information, updates and feedback to the user or technical team
member as needed.
Work as a member of the IT User Services team to prioritize work requests,
monitor progress to assure issues and problems are resolved and evaluate
completed work requests to assess performance, identify recurring problems
and initiate early resolution. Communicate with the user as appropriate to
manage the needs of their situation. Provide your IT users with a high
level of service understanding their dependency on IT support systems.
Understand the systems in use throughout the University and their
interrelationships, maintain knowledge of the operations and maintenance
needs, and provide problem determination support as problems arise. Work
with others within the department in solving problems at both the systems
and operations levels.
Manage/install classroom technology & provide support/troubleshoot
classroom technology issues.
Help to update and maintain support documentation based on common ticket
resolutions.
Monitor Copy Center tickets. Print the materials included in the copy
center ticket. Notify end users when printed materials are completed, with
notated deadline in mind.
Requires participation in a rotating on-call schedule to provide after-
hours support for critical IT systems and infrastructure. Position is
expected to be available and responsive during assigned on-call shifts to
address urgent issues and incidents. This may involve troubleshooting,
resolving technical problems remotely or on-site, and/or escalating issues
to the appropriate team members.
Develop knowledge, through training with systems related to required
skills below, to provide service in support of these systems and
requirements.
Maintain knowledge of current/future technologies through continued
training/learning opportunities and self-motivation.
Other duties as assigned
Qualifications
Required Education: Associates Degree/Technical Certifications (A+, MCP)
required. Bachelor's Degree/Advanced technical certifications preferred
Required Experience: 2 or more years of related job experience.
Additional Eligibility Requirements:
Strong communications skills
Strong troubleshooting skills
Possess accuracy, organization and attention to detail
Experience with computers, software and hardware
Understand computer system interoperability
Experience with an enterprise help desk/ticketing system is preferred
Working Conditions:
(Physical attributes required to perform job duties with or without
reasonable accommodation - examples: sitting, lifting, bending, driving,
environmental factors or elements, noise level, stairs in a building, or other
factors that will affect working conditions)
Prolonged periods of sitting
Must be able to lift and carry computer equipment, typically 20-40 pounds;
at times maybe more.
Campus buildings require use of stairs in some cases.
Travel Requirements:
If travel is required, list type and approximate percentage: Limited, to
other campuses as needed.
Responsible for driving students and University vehicles as part of job
duties: No
Standard University Expectations:
Be mindful and supportive of the Mission of Ottawa University.
Understand and follow the University's policies and procedures and
exercise good judgment accordingly. Assure that University and student
information is managed in a confidential and ethical manner in accordance
with the University's Code of Conduct and Ethics.
Manage your staff in accordance with University personnel policies.
Encourage collaboration among the staff, provide regular evaluation and
feedback, and facilitate developmental opportunities.
Model and encourage collaboration among University offices and campuses
assuring effective communication and operations.
Provide leadership through conduct, attitude, and professionalism.
Represent the University to students, external groups, faculty, and staff
in a way that reflects positively on the University.
Exercise inclusivity in your daily actions in accordance with the
University's Mission Statement, Statement of Spiritual Identity, and
Statement of Inclusion, Openness, and Community.
Our University
Ottawa University “prepares professional and liberal arts graduates for
lifetimes of personal significance, vocational fulfillment, and service to God
and humanity” from residential campuses in Ottawa, Kansas (established 1865)
and Surprise, Arizona (established 2017) and from professional and online
campuses in Kansas City, Phoenix, and Milwaukee.
Ottawa University is a regionally accredited, church-related, student-
centered, private comprehensive university that strives to integrate faith,
learning, and life in the academic experiences of students.
This job description in no way states or implies that these are the only
duties to be performed by the employee(s) incumbent in this position.
Employees will be required to follow any other job-related instructions and to
perform any other job-related duties requested by any person authorized to
give instructions or assignments. All duties and responsibilities are
essential functions and requirements and are subject to possible modification
to reasonably accommodate individuals with disabilities. To perform this job
successfully, the incumbents will possess the skills, aptitudes, and abilities
to perform each duty proficiently. Some requirements may exclude individuals
who pose a direct threat or significant risk to the health or safety of
themselves or others. The requirements listed in this document are the minimum
levels of knowledge, skills, or abilities. This document does not create an
employment contract, implied or otherwise, other than an “at will”
relationship.
Ottawa University is committed to equal employment opportunity and does not
unlawfully discriminate in recruitment or employment on the basis of race,
age, sex, color, religion, disability, national origin, sexual orientation,
genetic information, or any other characteristic protected by law.
