IT Client Support Specialist
William & Mary
Hybrid remote in Williamsburg, Virginia
Job Description
Position Information
Present Position Number
00234V
Role Code Title
Info Technology Specialist II
Position Title
IT Client Support Specialist
Unit Mission Statement
Information Technology & Network Services (ITNS) at the Virginia Institute of Marine Science (VIMS) facilitates the mission of education, research, and advisory services to enhance the productivity of the VIMS community (faculty, staff, and students) through information technology.
Position Summary
APPLICANTS
PLEASE
NOTE: This is a republish of the previous posting. Applicants who previously applied, do not need to reapply. Your application is still under consideration, and review.
The Information Technology and Network Services unit at VIMS (ITNS) invites highly-motivated applicants for the critical role of IT Client Support Specialist.
This role utilizes technical knowledge to provide the most efficient and effective support to the Virginia Institute of Marine Science (VIMS) clients that will enable the VIMS community to perform the missions of VIMS. Resolves complex information technology issues, evaluates client requirements and recommends effective technological solutions. This includes providing hardware and software solutions, installation of IT systems, serving client requests and troubleshooting problems. Proficient use of the ITNS Service Portal to track support incidents and requests, documents changes, and updates clients of the status. Prioritizes incidents and requests based on severity of the issue to ensure timely response. Checks unassigned incidents and requests daily and assign accordingly. Under the direction of the Assistant Director for IT Client Services and Support, the position may serve as backup for telecommunications and instructional technology services.
The Information Technology and Network Services unit at VIMS (ITNS) invites highly-motivated applicants for the critical role of IT Client Support Specialist.
This role utilizes technical knowledge to provide the most efficient and effective support to the Virginia Institute of Marine Science (VIMS) clients that will enable the VIMS community to perform the missions of VIMS. Resolves complex information technology issues, evaluates client requirements and recommends effective technological solutions. This includes providing hardware and software solutions, installation of IT systems, serving client requests and troubleshooting problems. Proficient use of the ITNS Service Portal to track support incidents and requests, documents changes, and updates clients of the status. Prioritizes incidents and requests based on severity of the issue to ensure timely response. Checks unassigned incidents and requests daily and assign accordingly. Under the direction of the Assistant Director for IT Client Services and Support, the position may serve as backup for telecommunications and instructional technology services.
Reporting to the Assistant Director for IT Client Services and Support, the IT Client Support Specialist delivers exceptional client service and presents a positive image to the VIMS community. This position leverages a supportive team-oriented work environment in an academic setting, with opportunities for professional development, and field and lab experiences.
Responsibilities include (but not limited to):
- Install new desktop/laptop/computer systems, including hardware components and software packages, and supported operating systems. Troubleshoot to diagnose hardware and software issues and provide resolution.
- Partner with other team members in standardizing configurations and improving overall computer support. Provide expertise to the client community concerning customization and optimization of their systems. Provide procurement quotes for hardware and software that meet ITNS standards.
- Configure and use provided end point management solutions to streamline deployments, facilitate desktop security, and provide remote management.
- Maintains software license compliance documentation for software. Assists in managing software licenses and software deployment (e.g. Adobe, ArcGIS, Microsoft).
- Diagnose wired and wireless network and telecommunication issues and provide resolution. Assist in maintaining the network schematic for the interconnection of equipment within the various buildings. Install data and/or voice cable for new connections and relocation of computers. Identify network concerns and present solutions to network issues to enhance network performance.
Required Qualifications
EDUCATION
/
LICENSE:
- Bachelor’s degree and or the equivalent combination of education, training and or experience.
- A valid driver’s license.
COMPETENCIES:
- High level of demonstrated technical skills with the ability to install, troubleshoot and use a variety of operating systems (e.g., Microsoft and MAC) and software packages to include; Office Productivity Software, Email & Calendar clients, and anti-virus software.
- Strong analytical and problem solving skills, with the ability to identify, troubleshoot and repair software, hardware, network, and operating system issues. Ability to design, install and maintain voice and data networks (consisting of copper, twisted pair, and fiber optic cables) and associated network and telecommunication components.
- Strong consultative skills with the ability to evaluate client requirements and recommend effective technological solutions. Demonstrated ability to translate technical information to non-technical audiences and write technical and procedural documentation.
- Effective interpersonal and communication skills, with a strong customer service orientation and the ability to work collaboratively with internal and external customers.
- Strong team member with the ability to work both independently and in a team environment to solve complex computer related issues.
- Excellent organizational and prioritization skills to include the ability to handle multiple priorities with competing deadlines.
EXPERIENCE:
- Demonstrated hands on experience installing, troubleshooting, and maintaining Windows and Macintosh hardware and software in a networked environment.
- Demonstrated experience providing secondary level support and the ability to resolve complex issues solely or within a team diagnostic approach.
- Experience in a customer-driven IT environment.
Preferred Qualifications
EDUCATION:
Bachelor’s degree in Information Sciences or related degree is desirable.
COMPETENCIES / EXPERIENCE:
Bachelor’s degree in Information Sciences or related degree is desirable.
COMPETENCIES / EXPERIENCE:
- Demonstrated skills in managing software licenses, and the demonstrated ability in the deployment of software.
- Demonstrated proficiency in Unix systems and a variety of software packages (e.g., Adobe, ArcGIS, and Web-based applications).
- Experience in design, installation and maintenance of voice and data networks consisting of copper, twisted pair, and fiber optic cables. Experience with wired and wireless networks is desirable.
- Experience supporting a cross-platform environment, including client-specific hardware and software customizations.
Advertised Pay Range
Up to $63,000, commensurate with experience.
Department
111820 ITNS
Location
VIMS - Gloucester
Is the position remote work eligible?
Hybrid (works remotely at least 1 day per week but not full-time)
Remote Work Disclaimer
Remote work eligibility is not guaranteed and is subject to approval. Employee eligibility depends on the likelihood of the employee succeeding in a remote work arrangement and the supervisor’s ability to manage remote workers. Departments and/or Human Resources may amend, alter, change, delete, or modify eligibility.
University Salary Range
U11
Job Open Date
02/08/2023
Review Begin Date
Job Close Date
02/22/2023
Open Until Filled
No
Employment Category
Full Time Operational
FLSA
Non-Exempt
Position Term
12 Month - Continuing
Special Application Instructions
Conditions of Employment
- This is a non-exempt position, eligible to receive overtime in accordance with the Fair Labor Standards Act (FLSA), and university policy. This position is subject to occasional overtime in order to meet the business operation needs, pre-approved by the supervisor.
- Valid driver’s license, must remain active and current at all times. Must be able to drive a VIMS/State vehicle as needed to perform work related duties in various locations.
- Information Security:
This position requires administrative access to the university’s information systems and/or sensitive College data. The incumbent is expected to be aware of and adhere to the Information Security policies of the university as well as all applicable federal, state, and local laws. Additionally, the incumbent is expected to follow information security best practices applicable to their job area and to pursue information security training and awareness opportunities when possible.
EEO Statement
William & Mary values diversity and invites applications from underrepresented groups who will enrich the research, teaching and service missions of the university. The university is an Equal Opportunity/Affirmative Action employer and encourages applications from women, minorities, protected veterans, and individuals with disabilities.
Background Check Statement
William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check.
Benefits Summary Statement
William & Mary offers our employees a full array of benefits including retirement, health insurance with options for expanded dental and vision along with group and optional life insurance with coverage for spouse and children, flexible spending accounts, and an EAP (Employee Assistance Program).
Our employees enjoy additional university benefits such as educational assistance, professional development, wellness benefits, and a robust holiday schedule. All employees have access to fitness facilities on campus. Staff members also have access to the university libraries, and much more. To learn more, go to: https://www.wm.edu/offices/uhr/benefits/index.php.
Our employees enjoy additional university benefits such as educational assistance, professional development, wellness benefits, and a robust holiday schedule. All employees have access to fitness facilities on campus. Staff members also have access to the university libraries, and much more. To learn more, go to: https://www.wm.edu/offices/uhr/benefits/index.php.
