The ITS Support Specialist position is committed to all components and support-specific tasks of computers (hardware/software), unified collaboration (voice, video, and data) technology, and instructional technologies (audio visual & sound systems). This includes set-up, installation, troubleshooting, service, upgrades, maintenance and user training. It also includes completing mobile device set-up, connection, and troubleshooting on personal-use technology for the purpose of connecting to the SSU wireless network. The Support Specialist must be certifiably skilled in all aspects of technology service and support, diligent and analytical; they must also possess outstanding communication skills as they interact with the campus directly or indirectly through the IT Service Desk, offering advice, training, solutions and guidance to campus users when needed.

FUNCTIONS

1. Provides face-to-face, onsite and remote support for hardware, software, accessibility and connectivity on university owned technologies (computers, monitors, printers, scanners, instructional) as well as non-university owned computers and mobile devices.
2. Installs, upgrades, and maintains hardware and software systems across campus (including limited upgrade on personal hardware and software)
3. Maintains schedules for installation/upgrades of technologies and delivery of equipment for instructional/lab, administrative, planned meetings, guests, events and training purposes.

1. Provides face-to-face, onsite and remote support for hardware, software, accessibility and connectivity on university owned technologies (computers, monitors, printers, scanners, instructional) as well as non-university owned computers and mobile devices.
   • Provides technical support of a diagnostic nature, including debugging and repairing hardware/software problems for PC, Mac, printers, network devices, unified collaboration equipment, instructional etc. for academic labs, classroom, offices and event locations.
   • Performs support in the form of data, audio and video transfer and recovery on various media formats (e.g., DVD, cloud storage, USB flash drives, external hard drives, and internal hard drives).
   • Provides for connecting SSU personal-use (mobile support) IT to the SSU network.
   • Provides support for instructional (Smartboard, WebEx) and Distance Learning connectivity for faculty.
2. Installs, upgrades, and maintains of hardware and software systems across campus (including limited upgrade on personal hardware and software).
   • Create and deploy new system images to computers in in academic computer labs faculty and administrative offices.
   • Create and manages Group Policy Objects for software deployment and system configuration.
   • Manage Active Directory environment for user accounts and computer accounts including resetting passwords and creating, moving, and resetting computer accounts. 
3. Maintains schedules for installation/upgrades of technologies and delivery of equipment for instructional/lab, administrative, planned meetings, guests, events and training purposes
   • Installation of hardware, software, instructional technologies and provide event support as scheduled
   • Create and maintain configuration documents for standard operating procedures.
   • Create and maintain training documents for new Support Specialists and Student Employees.

 MINIMUM JOB KNOWLEDGE, SKILLS, AND ABILITIES

1. Proficiency in technologies used in higher education environment and Technology Service Desk.
2. Exceptionally high level of priority management balanced with a customer-oriented attitude.
3. Ability to work accurately with a sense of urgency.
4. Outstanding problem solving skills.
5. High level of multi-tasking is necessary due to workload.