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 effectively. Proficiency with the service bundle, which includes file sharing, backup, and security, is essential for success in this position. 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 in compliance with central services and university policies and procedures. The individual will be part of a desktop support team that builds relationships with over 30 units and more than 2000 workstations, utilizing appropriate tools to communicate effectively with customers. Collaboration with team members is crucial to continuously improve systems and services, ensuring that the needs of the university community are met efficiently and effectively. The position is located in Umberger Hall, requiring on-site work to facilitate direct support and interaction with users.
Responsibilities
- Provide Tier II support for daily operations and projects in a distributed computing environment.
- 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 compliance with university policies and procedures during project implementations.
- Build and maintain relationships with over 30 units and 2000+ workstations.
- Utilize appropriate tools to communicate effectively with customers.
- Collaborate with team members to improve systems and services.
Requirements
- High School Diploma or equivalent.
- Two years of relevant experience in IT 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.
- 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 communicate technical issues to a non-technical audience.
- Demonstrated customer service skills.
- Ability to work independently and as part of a team.
- Broad experience with mobile devices and their support.
Benefits
- Health insurance
- Life insurance
- Retirement plans
- Paid time off including vacation, sick leave, and holidays
