User Support Specialist
University of North Dakota

Job Info

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Position Information: Description

The User Support Specialist is part of the tech-support team. They are to ensure that all computers, software and peripherals are functioning properly. They are our first line of support and address break/fix issues as well as how to questions. As part of the One UND Strategic Plan, this position will support the retention efforts by providing exceptional service to students, faculty and staff.

Duties & Responsibilities

• Develop a working knowledge of UIT procedures, policies, and guidelines
• Provide wide range of technical support for students, faculty, and staff
• Address technical issues via email, phone, chat, and walk-up
• Research issues and see problems through to resolution, while Document all issues, track status and time of tickets, and ensure timely resolution
• Recommend system or software changes as appropriate to assist users in their work
• Represent UND in a professional manner by providing excellent communication and customer service
• Maintain current knowledge with Windows, macOS, iOS, iPadOS, Android, ChromeOS and some Linux
• Watch over monitoring systems for early detection of technical issues
• Acquire, develop and maintain clearly written documents, knowledge articles, and user notes
• Provide mentoring to staff and student workers

Required Competencies

• Excellent interpersonal skills and demonstrated excellence in customer service
• Ability to communicate with non-technical and technical users
• Ability to prioritize, multi-task, and meet deadlines
• Demonstrated ability in problem solving, sound decision-making, and critical thinking skills
• Demonstrated ability to work independently and be a team player
• Experience working in a structured, process-driven environment

Minimum Requirements

• Bachelor’s degree; or equivalence using a lesser degree and other pertinent experience such as student employment, internships. Major field of study or degree emphasis: Information Systems, Computer Science, or related field and 2+ years’ experience
• 2+ year/s experience providing general information technology support including student employment and internship/s
• Successful completion of criminal history records check

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire.

Preferred Qualifications

• Microsoft Office 365 experience
• 1+ year/s setup, configuration, troubleshooting of PC hardware and software
• 1+ year/s call center customer service experience including student employment and internships

Minimum Hiring Salary/Position Classification

$40,000/year; exempt; benefited; full-time

Benefits

Includes single or family health care coverage (premiums paid for by the university), basic life insurance, EAP, retirement plan, tuition waiver, annual and sick leave. Optional benefits available: supplemental life, dental, vision, flexible spending account, supplemental retirement plans.

To Apply

For full consideration, all application materials must be fully submitted by 11:59PM on the closing date.

Additional Information

To find out why living and working in Greater Grand Forks is way cooler, check out Grand Forks is Cooler.

All information listed in this position announcement will be used by Human Resources, the Hiring Department, and EO/Title IX for screening, interviewing and selection purposes.

Confidentiality of Application Materials

Pursuant to NDCC 44-04-18.27, applications and any records related to the applications that identify an applicant are confidential, except records related to the finalists of the position, which are open to the public after the search committee has identified the top three finalists who will be invited to campus.

EEO Statement

The University of North Dakota is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or other protected characteristic. Women, minorities, veterans, individuals with disabilities, and members of other underrepresented groups are especially encouraged to apply. Applicants are invited to provide information regarding their gender, race and/or ethnicity, veteran’s status and disability status as part of the application process. This information will remain confidential and separate from your application.

Veteran’s Preference

Veterans claiming preference must submit all proof of eligibility by the closing date. Proof of eligibility includes a DD-214 or NGB 22 and if claiming disabled status, a current letter of disability from the VA dated within the last 12 months.

Clery Statement

In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the University of North Dakota publishes an Annual Security and Fire Safety Report. The report includes the university’s policies, procedures, and programs concerning safety and security, as well as three years of crime statistics for our campus. As a prospective employee, you are entitled to a copy of this report. The report and statistical data can be found online at UND.edu. You may also request a paper copy of the report from the UND Police Department located at 3851 Campus Road, Grand Forks, ND, 58202.

This job has expired.