Description
Under the direction of the CIO, the
IT Support Specialist supports all computer hardware, peripherals, audio-visual systems, software applications, and other equipment necessary for classroom and instructional needs, as well as the business office spaces. The position will manage, monitor, and replace all installed computer systems and infrastructure as needed, ensuring the highest levels of client systems availability. This position will manage and maintain relationships with all users of technology related to the college processes.
Responsibilities
Coordination: Coordinate the following activities:
- Inventory of hardware and software used.
- Understanding of business processes and how users will access and use software applications.
- Management & resolution of service requests and tickets.
- Regular discussion of issues and needs with stakeholders.
- Preparation of technology environments for upcoming teaching requirements, administrative events/activities, as well as office moves.
- Train users in the basic use of standard software, such as Mac OS, Windows, and Microsoft Office, as well as the use of multimedia systems.
- Collaboration with the entire IT team to improve service delivery to the campus by identifying technical requirements, schedules, and priorities.
- Installation, maintenance, and repair of audio/video equipment and software used for distance learning and teleconferencing.
- Communicate known issues, planned maintenance, and service outages to affected users promptly; escalate unresolved or critical requests in accordance with established procedures.
- Coordinate and prioritize support tasks in collaboration with team members to ensure effective use of limited IT resources.
- Coordinate with HR and department heads to ensure timely provisioning and deprovisioning of accounts, devices, and access for new hires, terminations, and role changes.
- Participate in change management discussions to help ensure the smooth implementation of new systems and minimize disruption to users.
- Other areas as assigned.
Support: Provide support for the following:
- Install, configure, and maintain technologies to meet the college's needs, Including Computers, Printers, Sound Systems, Video Systems, and other related equipment.
- Assess the effectiveness of technologies as they are introduced and implemented, and work with end-users to revise or reconfigure systems as necessary to meet their needs.
- Ensure equipment is installed and fully functional for use in administrative, faculty, and staff offices as well as in classrooms and other common areas.
- Relationships and communication with vendors, other IT personnel, and end-users to resolve issues.
- Set up and maintain permissions for users to access technology resources.
- Support user account creation, password resets, and identity verification processes across college systems.
- Assist with the deployment and monitoring of antivirus, endpoint protection, and software updates to maintain system security and compliance.
- Provide setup and troubleshooting support for mobile devices, projectors, and peripheral equipment.
- Documentation of issues resolved, knowledge base articles, and configurations.
- As needed, provide support and/or cover responsibilities for other user service functions.
- Track recurring issues and recommend improvements to reduce support requests and enhance user satisfaction.
- Be available for evening and weekend support as needed.
- Other duties as assigned.
Requirements
Preferred Qualifications:
- Two years of IT experience in a higher education environment
- Associate degree in information systems, computer science, or related field with a technical emphasis, or equivalent work experience
Minimum Qualifications
- One year of technology support experience
- Associate degree or two additional years of technology support experience, or equivalent work experience.
- Strong interpersonal communication skills.
- Experience with installation, maintenance, support, and troubleshooting of personal computers, printers, software, and other computer systems.
- Strong use and the ability to support: Microsoft Windows and Office, Apple products, and a wide range of application software.
Relationships
This position requires ongoing interaction with the campus and online communities to deliver technical support. An individual in this position will be expected to maintain constant contact with their supervisor, IT Team members, and all users of technology associated with the college.
Knowledge, Skills, & Abilities
- Knowledge of computer hardware configuration and customization
- Knowledge of information security practices and technology
- Excellent written and verbal customer service and communication skills
- Ability to explain and train in non-technical terms
- Proven success working in a collaborative setting
- Must be able to work in a fast-paced environment
- Continually multitask
- Well organized
- Detail oriented
Work Conditions
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Work is performed both outdoors and indoors under various conditions, with exposure to heat, humidity, cold, odors, machinery, and dust.
- Ability to lift/carry and push/pull a minimum of 50 lbs.
- Keying on a computer repeatedly during an 8-hour shift.
- Reaching/handling, stooping/kneeling, crouching/crawling, pushing/pulling.
- Ability to handle mental and physical stress to meet demands and deadlines.
***A professional CV/resume, cover letter, and three references are required to be uploaded when applying for this position.***
Founded in 1833, Stephens College is the second-oldest women's college in the United States, dedicated to providing innovative, experiential, and career-focused education across various disciplines. Located in Columbia, Missouri, Stephens College continues to be a leader in women's education, fostering a community where students are empowered to lead, innovate, and excel. The college also provides flexible, co-educational master’s degrees and certificates for working professionals, and is home to the co-educational Conservatory for the Performing Arts at Stephens College.
Ranked (over and over again) as one of the best college towns in America, Columbia, Missouri, is home to 36,000+ college students and 118,000 residents. Columbia — conveniently located approximately 100 miles from both Kansas City and St. Louis — has it all: big-time college sports, film, music and arts festivals, a high-energy arts community, amazing recreation, and a great downtown with lots of places to eat, shop, snack and check out the latest bands. The Columbia community offers outstanding health care options, as well as excellent educational opportunities for every level of student (including our own Children’s School).
Stephens offers an attractive benefits package that includes health insurance, an Employee Assistance Program, Supplemental Retirement Annuity, Faculty/Staff Grants, tuition waivers and tuition paid undergraduate classes for dependents.
Full-time staff work 36 hours and are paid for 40!!
Be a part of this amazing community of innovative thinkers, doers and dreamers.
Stephens is an Equal Opportunity Employer and will recruit and employ qualified personnel without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, or status as a veteran.
