USER SUPPORT & APPLICATIONS SPECIALIST

Claremont, CA

Job Posting Title :

User Support & Applications Specialist

Job Description :

PRIMARY PURPOSE / GENERAL DESCRIPTION :

Within the Office of Information Technology, the User Support and Applications Specialist is responsible for providing excellent customer service and technical support to all members of the Scripps community.

Duties include install, configure, manage, and support workstation and Zoom Room technology, Windows, Macintosh, VoIP, and iOS software support.

In addition, the role would design and implement user workshops and training. This position reports to the Manager of IT Client Support Services.

DESCRIPTION OF DUTIES AND RESPONSIBILITIES :

ESSENTIAL FUNCTIONS :

This information is intended to be descriptive of the key responsibilities of the position. The list of essential functions below does not identify all duties performed by any incumbent in this position.

Must perform other duties as assigned.

• Provide a various range of technical support duties for Scripps College faculty, staff, and students.
• Support and maintain workstations, laptops, mobile devices, and machines with Windows and Mac operating systems.
• Support and sustain peripheral devices like printers, copiers, scanners, webcams, VoIP phones, and other standard business equipment.
• Install and configure academic and business software applications.
• Use endpoint management tools to enhance the quality of services in a large-scale client environment.
• Provide support to the community on the learning management system Sakai and Canvas.
• Develop software and hardware knowledgebase documentation.
• Prioritize tasks to complete project timelines and goals.
• Actively seek new knowledge and experience to assist college departments with their technical needs.
• Effectively communicate and collaborate in a high-performance client services team environment.
• Work with the user support team on documentation and workshop collaboration.
• Work with the client services team to support pedagogy spaces on campus.
• Contribute to diverse and cross-functional committees with various members of the Claremont College Consortium.
• Active support for the College's Principles of Community and Principles of Diversity in the performance of job duties.
• Perform other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES :

Individuals must possess knowledge, skills, and abilities to successfully perform the essential functions of the position or be able to explain or demonstrate how the essential functions will be performed, with or without reasonable accommodation, using some other combination of skills and abilities.

• Knowledge of help desk ticketing system (preferably Fresh Service), inventory, onboarding, knowledgebase, and change management.
• Expert knowledge of desktop software including collaboration, office productivity, presentation, networking tools and services.
• Excellent knowledge of troubleshooting skills consisting of cross platform support for desktops and laptops on both Windows and Macintosh OS.
• Highly skilled in technical support for printers, scanners, and other peripherals.
• Ability to communicate effectively, both orally and in writing.
• Ability to define realistic, specific goals and objectives and prioritize them.
• Self-starter, motivated to work without abundant supervision.
• Able to work in cross-functional teams.
• Ability to use tact, patience, and courtesy in all interactions.
• Must be able to meet schedules and timelines.
• Identify problems, recommend, and implement solutions.
• Ability to be flexible and able to change projects and learn new skills as needed.

QUALIFICATION STANDARDS :

EDUCATION & EXPERIENCE :

Bachelor's degree in Computer Science or related field; or any combination of education, training and experience that provides the required knowledge, skills, and abilities for the position.

LICENSES / CERTIFICATES :

None.

OTHER :

HOURS & CLASSIFICATION AND STATUS :

This is a regular, full-time, 12-month, benefits-eligible, non-exempt position.

The regular hours for this position are 8 : 00 a.m.-5 : 00 p.m. Monday-Friday. Hours may vary due to needs of the College or department.

Hourly rate range : $24.00-$26.00. The hourly rate of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty, and training.

SUPERVISORY RESPONSIBILITY :

None.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is quiet to moderate.

Physical and Mental Requirements

Ability to maintain good concentration level while dealing with interruptions; attention to details with emphasis on accuracy;

capable of giving, receiving, and analyzing information, formulating work plans, and articulating goals and action plans.

Sitting in a normal seated position for extended periods of time. Standing for extended periods of time. Reaching and extending hand(s) or arm(s) in any direction.

Finger dexterity required to manipulate objects with fingers rather than the whole hand(s), or arm(s), for example, using a keyboard.

Communication skills using the spoken word. Ability to see within normal parameters. Ability to hear within normal parameters.

Ability to bend and stoop, for example, to file. Ability to move about. Ability to lift and carry short distances up to 30 lbs.

for example to lift or move office supplies, files, books, and packages.

At-Will Employment

Regular employment at the College is for no specified period of time; conditions and status of employment (hours, pay, title, duties, etc.

are subject to change at any time. Scripps College is an At-Will employer. Employees, and likewise the College, are free to end the employment relationship at any time, for any reason, with or without notice or cause, unless otherwise prohibited by law.