IT Support Specialist II
Kansas State University - Manhattan, KS
posted 3 months ago
About the position
This position provides Tier II support and service restoration for daily operations and projects in a complex, distributed computing environment for the counties in the Northeast K-State Research and Extension offices. The IT Support Specialist II performs a broad range of IT support services, including support for PC and Mac systems, mobile devices, software, and basic network support. The role involves troubleshooting multiple components such as operating systems, hardware, and basic network issues, as well as integrating these components. Proficiency with the service bundle, which includes file sharing, backup, and security, is essential. In addition to daily support tasks, the IT Support Specialist II leads project implementations, which may include upgrades to workstations, planning, testing, and deploying hardware, and ensuring that all changes are integrated with central services and comply with university policies and procedures. This individual is part of the desktop support team that builds relationships with over 30 units and manages more than 2000 workstations. Effective communication with customers using appropriate tools is a key aspect of the role. The position also involves collaboration with team members to continuously improve systems and services. The work is performed on-site at Umberger Hall, emphasizing the importance of teamwork and direct interaction with colleagues and clients.
Responsibilities
- Provide Tier II support and service restoration for daily operations and projects.
- Troubleshoot and resolve issues related to PC and Mac systems, mobile devices, software, and basic network support.
- Lead project implementations, including upgrades to workstations and deployment of hardware.
- Ensure integration of new systems with central services and compliance with university policies.
- Build and maintain relationships with over 30 units and 2000+ workstations.
- Communicate effectively with customers using appropriate tools and methods.
- Collaborate with team members to improve systems and services.
Requirements
- High School Diploma or equivalent.
- Two years of relevant experience in IT support or related field.
- Extensive knowledge and experience with workstation hardware, including installation, configuration, troubleshooting, and repair.
- Experience using MS O365 and Teams.
- Effective written and verbal communication skills, with the ability to convey technical issues to non-technical users.
- Demonstrated customer service skills and the ability to work independently and as part of a team.
- Broad experience with mobile devices and their support.
Nice-to-haves
- Bachelor's Degree or three years of related coursework or employment experience in information technology.
- Three years' experience in a desktop support, help desk, and/or technical support environment.
Benefits
- Health insurance
- Life insurance
- Retirement plans
- Paid time off including vacation, sick leave, and holidays
