IT Services Specialist
Job Title: IT Services Specialist
Classification: E3
Department: Information Technology
Updated: February 2022
Job Summary
The IT Services Specialist plays a critical role in supporting the use of core technologies, business applications, academic and event spaces.
Essential Functions
- Provides technical support, documentation and training on use of presentation technologies for the university.
- Identifies equipment malfunctions. Installs, repairs, and maintains A/V and computers in office/academic spaces including classrooms, kiosks, and computer labs.
- Support specialty classrooms, distance and hybrid learning, and Active Learning Classrooms.
- Deploys equipment and provides technical assistance for university community's technology (monitors, printers, computers, etc.).
- Troubleshoots software and applications, printing, networking, and wi-fi issues
- Supports University approved collaboration tools for office and classroom use (Zoom, Teams, OneDrive, etc.)
- Creates and processes incoming tickets via call center and/or our ITSM solution and escalate issues as necessary. Responds to technical emergencies
- Operates the event scheduling system (EMS). Manages the setup and tear down of technology for conferences & events including President's office.
- Processes loan requests and equipment reservations for faculty and staff.
- Works with vendors to resolve equipment issues, when appropriate.
- Assists with walk-up customer support for faculty, staff, and students in IT Services office areas.
- Supervision of student employees. Creates documentation for training, coordination, and scheduling.
- Other related duties as assigned.
Non-Essential Functions:
- Assembles and installs data network components and other communications equipment connecting units with inside and outside service wires. Checks installed equipment for proper operation.
- Installs and repairs communication wiring/cables, splices cables, waterproofs cables, and similar duties. Performance of these duties may require working in tunnels or on ladders.
- Operates computer assisted design equipment in support of data networks.
- Specifies, trains for and monitors the use of test equipment.
- Provides technical assistance to users to determine system needs and cost.
- Ascertains equipment malfunctions using industry approved testing procedures, locates and diagnoses the nature of defect, and repairs malfunctions.
- Maintains data communication/fiber optic equipment and parts inventory/records, requisitions parts and equipment according to procedures.
- Responsible for maintaining skill level and knowledge of developments within the field by participating in training opportunities, studying manuals, and reading journals and technical publications.
Required Qualifications
- High school graduate supplemented by a two-year degree in electronics of data communications or an equivalent combination of training and/or experience.
- Minimum of two years related experience in Computer and peripheral equipment repairs.
- Demonstrated experience to successfully work under pressure and meet deadlines.
- Demonstrated experience to successfully operate office equipment.
- Demonstrated experience to successfully provide quality customer service.
- Demonstrated experience to successfully maintain satisfactory work performance and attendance records.
- Possess strong verbal and written communication skills.
- Demonstrated experience to successfully work independently, organize own work and coordinate work activities of others.
- Demonstrated working knowledge of electronics and sophisticated electronic testing equipment.
- Demonstrated knowledge of computer operating systems.
- Demonstrated ability to read and interpret complex electronic equipment schematics.
- Demonstrated ability to physically perform the duties of the job such as lifting equipment, laying wires in tunnels, etc.
- Ability to work under inclement weather conditions.
- Demonstrated experience to successfully maintain positive interpersonal relationships
Preferred Qualifications
- Bachelor’s degree.
- Supervisory experience.
- Experience in running and terminating data and fiber.
- Experience in video and audio technology.
- Familiar with principles of compressed video distance learning systems.
- Knowledge of ITIL foundations.
- Ability to work flexible hours.
- Experience leading projects.
Supervision Received
Receives general instruction from a designated supervisor but is generally expected to work independently.
Supervision Exercised
Hire, train, supervise, schedule and coordinate the work of student employees and may act as lead worker to other PSS staff members within the department/unit/division.
Physical Demands
- To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Must have the physical stamina to work long hours and/or more than 5 days per week. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The information contained in this job description is for compliance with the Americans with Disabilities Act (A.D.A) and is not an exhaustive list of the duties performed for this position. Additional duties are performed by the individuals currently holding this position and additional duties may be assigned.