Lake Superior State University
Lake Superior State University
 
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FLSA Designation
NON-EXEMPT
Date Issued: 2005-02-17
Department:
Information Technology
Title: Information Technology Support Specialist
 
Function and Responsibility
Under the direction of the Director of Information Technology, responsible for supporting the technical and administrative functions of the Information Technology department including Helpdesk operations. Provide technical assistance for the University faculty, staff and students.
 
Duties and Responsibilities
Duties are to coordinate the operation and functions (dispatch) of the Information Technology Helpdesk including answering the Helpdesk phone, creating/reviewing/assigning/closing tickets, training student works while providing excellent customer service via communication and follow-up. Additional duties include payroll (including student workers), time sheet entry, ordering office supplies and other general administrative related tasks.

Duties include the following.
Manage the operation and function of the Helpdesk database systems
o Assign and coordinate (dispatch) tickets to proper technical resources
o Provide follow-up (customer service) on all tickets
o Answer Helpdesk phone calls and assist in problem resolution using Helpdesk software
Answer inquires about IT policies, procedures, rules and regulations
Manage, recruit, and train student workers (Helpdesk and Technical Support)
Support a variety of office applications; assist users in the proper use of hardware and software
Keep up-to-date on the day to day operation of Information Technology and Helpdesk
o Order and maintain office supplies
o Order and maintain technology supplies
o Prepare time-sheets and approved absence forms
Suggest improvements to Information Technology and Helpdesk operations
Maintain Information Technology web site, databases, and electronic documents
Maintain Information Technology and Helpdesk documentation and policy information
Perform other general duties as assigned
 
Qualifications
Required:
Associate degree in Computer Science, Computer Engineering, Business Administration or related field, or equivalent combination of education and experience (a total of three years experience), two years of which involve experience in providing technical support for end-users, including network support. Experience with various computer operating systems and applications including the Microsoft Windows platform. Ability to interact and communicate positively with users including students; willingness to accept odd hours and/or shift work. Applicant must have good oral and written communication skills.

Desirable:
Experience working in higher education
Experience managing student workers
Experience with Helpdesk software

OTHER SKILLS AND ABILITIES
Required:
Demonstrated ability to work well independently without direct supervision
Strong interpersonal, communication and presentation skills
Commitment to customer service and understanding
 
Physical and Mental Demands
Adequate physical fitness to be able to sit and concentrate for long periods of time; use gross motor skills to perform organizational duties; use of fine motor skills to operate computer; problem solving ability; ability to understand and work with numbers; ability to see, hear, speak with or without the use of aids to perform normal office tasks. Full use of arms, hands, legs and feet as required for completion of assigned tasks. Ability to individually lift up to 50 pounds
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