Job Listings

Deskside Support Specialist-ITS, Endpoint Management and Outbound Support

Company:
West Virginia University
Job Location:
Morgantown, West Virginia
Category:
IT Support and Training


Description

West Virginia University (WVU) Information Technology Services (ITS) is seeking a Deskside Support Specialist.

About the Opportunity

This position provides computer and network support to Information Technology Services (ITS) customers, computers, labs, classrooms, and student residence halls. The position is responsible for maintaining up-to-date knowledge on a wide variety of computer systems and applications used at WVU and needs to have the ability to quickly and accurately research solutions to resolve any IT issues dealing with endpoint devices. A high level of customer service is expected, as this position deals directly with ITS customers. A professional demeanor, excellent verbal and written communication skills, and the ability to work independently and as part of a team are required.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

  • 37.5-hour work week
  • 13 paid holidays ([http://staff holiday calendar/]staff holiday calendar) - you may be required to work on a holiday.
  • 24 annual leave (vacation) days per year
  • 18 sick days per year(for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
  • WVU offers a range of[http://health insurance and other benefits/]health insurance and other benefits(this position is a benefits-eligible non-classified staff position)
  • 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for[http://more retirement benefits information/]more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.
  • Wellness programs

What you'll do:

  • Provide direct support for approximately 3,000 computers supported by ITS. Support includes troubleshooting Windows and Mac operating systems and Microsoft Office products including Outlook, Word, Excel, Skype, and PowerPoint. Additionally, the position supports many software applications and/or hardware devices that are used by the customer for WVU business, academic, or research purposes.
  • Identify, research, and propose hardware, software, and services that will enhance and/or improve customer technology needs.

Direct Desktop Support:

  • Provides direct desktop support including computer maintenance, troubleshooting, system set-up, software installation, and system updates.
  • Provides Printer and IT peripheral support, including setup and configuration of many models of printers and scanners connected to the WVU network. Responsible for resolving client device printing issues.
  • Responsible for maintaining multiple kiosk stations throughout the University.
  • Responsible for troubleshooting issues with AV equipment in conference rooms and classrooms supported by ITS.
  • Provides mobile device support including connecting a variety of smartphones, tablets, and devices to the wireless network, configuring devices for email connectivity, and general troubleshooting support of these devices.
  • Provides network and telecommunication support to include configuring network switch interfaces for data and voice networks, toning and testing network jacks, tracing connections through patch panels to switch stacks, and resolving issues with network interface cards associated with endpoint devices.
  • Operating system deployment. Using ITS systems including SCCM, Azure, and JAMF to deploy operating system images to Windows and Mac computers.
  • Network security responsibilities include installing, configuring, and troubleshooting anti-virus clients, malware prevention tools and scans, remediating malware, and virus infections, and proactively working with end users to promote safe online practices. Works with Information Security and customers to remediate vulnerabilities found by network scans. Data stewards for endpoint devices, including prevention and remediation tasks involving confidential information found on client computers.
  • Provides support for wireless networks in all WVU dorms including connecting computers, laptops, tablets, phones, game consoles, smart TVs, and other systems to WVU's various secure wireless networks. This support also includes the use of Cisco's Identity Services Engine to optimize specific devices on the wireless network
  • Provides computer and laptop support for various Student Life events throughout the year including New Student Orientation, Discover WVU Days, and Decide WVU. Coordinates and plans computer setup and tear down for these events.
  • Maintains a detailed inventory and lending system for laptops and technology hardware that are lent out to customers for short-term needs.

General IT Projects:

  • Responsible for creating and maintaining technical documentation of ITS Outbound Support procedures, processes, and technical solutions.
  • Coordinate and/or conduct training sessions for customers regarding computer systems, networks, software, and hardware as needed.
  • Evaluate, research, and develop new methodologies to complete processes, as needed, and recommend solutions to problems and errors which may be discovered.
  • Keep up to date with new and evolving technology by utilizing internet sources, manuals, training, networking with peers, and any other means available.


Qualifications
  • Bachelor of Science in an engineering or computer science related degree or equivalent experience in an IT support related field.
  • One or more years of IT support experience in a complex enterprise environment.
  • A minimum of one (1) year experience involving:
    • Technical experience in an IT related field
    • Experience managing, troubleshooting, and supporting multiple technological equipment
    • Experience operating systems deployment
    • Customer Support experience
  • Must be able to provide advanced technical support for various hardware platforms, operating systems, and software packages (including Microsoft Office and Office 365). Complex problem-solving skills and excellent research skills are required. Must be able to partner/communicate with other ITS support groups on a knowledgeable level.
  • Must have ability to prioritize multiple projects simultaneously and be able to make decisions independently. Must be able to articulate clearly and concisely to a wide variety of multicultural users. Strong communication skills in English, both written and oral are required.
  • Excellent customer service is essential. The incumbent must show strong interpersonal skills, with the ability to interact professionally with all levels of the WVU organization, including management positions at all levels, technical staff, managers, and end users. The ability to work effectively under pressure is required.
  • Must have the ability to work both independently and as part of a team. Must demonstrate the ability to reason logically, analyze and resolve IT problems in complex situations and environments. Must demonstrate the ability to manage, coordinate, and prioritize multiple tasks and workloads at the same time. Ability to research and follow instructions on a wide array of technologies, both from internal and external resources.
  • Must have the ability to analyze complex IT situations, clearly define and document relevant data and processes, and logically test and work through solutions. Ability to document solutions, processes, and procedures in a clear logical manner is required.
  • Technical expertise in Windows and Mac operating systems, productivity suites, word processing and spreadsheet applications. Experience supporting computers and networks in a large complex environment is preferred. Ability to automate processes and solutions using programmatic scripting languages including batch files and PowerShell.


Requirements

  • Valid US driver's license required.
  • Incumbent must provide own transportation to travel across campus to provide IT support to all University locations.
  • Ability to transport multiple computers and equipment to campus buildings.
  • Seated at computer or telephone - Daily
  • Lifting lightweight objects/bending and kneeling to file. - Daily
  • Lifting 20-40 lb computers and equipment. - Monthly


About WVU

At West Virginia University, we leverage our talents and resources to create a better future for our state and the world. As West Virginia's land-grant university, WVU has three campuses that touch each corner of the state. The WVU System includes 518 buildings on 15,880 acres, Extension Service offices in all 55 counties, ten experimental farms and four forests.

From the groundbreaking R1 research of our flagship campus in Morgantown to the career-oriented programs of WVU Potomac State in Keyser to the technology-intensive programs at WVU Tech in Beckley - the contributions of WVU employees directly impact the 1.8 million people of West Virginia every day, no matter their role or position.

Service, curiosity, respect, accountability, and appreciation are the core values that unite Mountaineers, inspiring one another to work tirelessly and support others as they seek to reach new heights. After all, when you're a Mountaineer, impossible is just another mountain to climb.

Creating an inclusive, engaged, and dynamic learning environment is core to WVU's academic mission. We welcome candidates who can contribute a range of ideas, approaches and experiences.

To learn more about West Virginia University, visitgo.wvu.edu. View current career opportunities atcareers.wvu.edu.

West Virginia University is proud to be an Equal Opportunity employer and is the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff, and students, and invites applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.



Job Posting: Sep 16, 2022

Posting Classification: Non-Classified

Exemption Status: Non-Exempt

Benefits Eligible: Yes
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