The Support Specialist II provides technical support on desktop computing hardware, software, peripherals and network connectivity for faculty and staff of assigned divisions. The Support Specialist II provides support, instruction, and advice regarding all aspects of desktop computing resources. This position applies developed subject matter knowledge to solve common and complex issues within established guidelines. This position will serve as part of the Office of Information Technology (OIT) Client Services support team.
IT, engineering or computer science or related discipline.
May substitute additional related experience, beyond what is required, on an equivalent year-for-year basis in lieu of the degree.
Bachelor’s degree in IT, Engineering or Computer Science or related discipline.
- Experience in diagnosing and resolving software and hardware incidents, including operating systems (Windows and Mac).
- Experience in installation, configuration, and ongoing usability of desktop computers, peripheral equipment (memory, hard drives, graphic card).
- Experience in virus detection and recovery processes. Able to identify securityrisks of user configurations and develop recommendations for mitigation.
- Experience with multiple applications that are deployed and utilized within the client base such as software & e-mail applications.
- Familiar with applications (Google Apps, Office 365, Thunderbird, Adobe Creative Cloud, etc.) used in various departments.
- Basic understanding of Audio/Visual (A/V) equipment. Able to connect mobile devices (laptops, etc.) to A/V gear in conference rooms to support presentations. Ability to troubleshoot basic A/V connectivity issues to mobile devices.
May substitute additional related education, beyond what is required, on an equivalent year for year basis in lieu of the experience requirement.
- Practical experience as a consultant in a computing environment; experience in an academic computing environment. Linux skills a plus.
- Industry certifications such as Windows (MCSE, MCP), Macintosh (ACTC) and CCNA
- Maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.
- Ability to work independently with limited to no supervision and able to handle unique, and sometimes challenging, situations.
- Maintain excellent verbal and written communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
- Demonstrated experience as a team contributor, self-motivator and problem solver. Able to take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
Mac and/or Windows Certified Technician.
Internal / External Contacts
Daily contact with students, faculty, administrative staff and collaborators.
Frequent contact by telephone and in person with vendors to facilitate installation of new products and maintenance of existing systems.
Frequent contact with persons employed by Rice University. Some contact with persons not employed by Rice University.
Must be able to get around campus. Ability to lift a microcomputer CPU, monitor, or printer of up to 25 pounds.
- Will be required to carry a cell phone/pager and be reachable during off hours as determined by management.
- May require long hours and availability outside normal working hours.
- May be required to work weekends or evenings for major transitions and projects once or twice a month. Subject to change.
- Non-smoking environment.