Computer Support Specialist II

General Statement

As a full-time User Services IT Support Technician at University Information Technology, this position offers advanced technical support to the University Police Department and the broader Montana State University community, including staff, students, and faculty of varying technical expertise.

Establishing and nurturing partnerships with customers is a key aspect of this role, requiring a commitment to delivering exceptional customer service, expertise, and professionalism. Duties and Responsibilities

• Lead by example to maintain a customer-friendly atmosphere and provide proactive IT support for a great MSU experience.
• Conduct troubleshooting and problem-solving for software, hardware, and network issues for University Police Department users and / or the MSU community.
• Act as a liaison between UIT Security, Networking, and System Administrators teams at MSU, Gallatin County, and the City of Bozeman.
• Provide routine support, maintenance, and testing for technology systems to ensure their proper upkeep.
• Monitor IT support channels and ticket queues to ensure timely service on existing and new requests.
• Communicate with constituents of varying technical knowledge levels and promote campus-wide security best practices.
• Serve as a primary point of contact for UPD-specific IT vendors and manage any implementation of new services or updates to existing services within UPD.
• Serve as a primary point of contact for all UPD-specific IT vendors, coordinating with command staff and other MSU staff as needed.
• Research, interpret, and update technical documentation, including project documentation and user instructions.
• Provide instruction and training to users of services and technologies.
• Image, deploy, and maintain computers, workstations, and related equipment.
• Stay updated on technology, security, laws, regulations, and standards.
• Identify successes, risks, challenges, and form contingency plans.
• Design, create, and manage workflows related to MSU policies and processes.
• Support a collaborative team environment where members are empowered to voice concerns.
• Develop and deliver formal presentations or reports to stakeholders.
• Assist and support the Embedded IT team as needed.
• Perform miscellaneous job-related duties as assigned.

Required Qualifications Experience, Education, Knowledge & Skills

• Proven IT support expertise in managing complex networked environments or equivalent relevant education and experience.
• Experience deploying and supporting various systems utilized by the University Police Department, including in-car computer systems, video systems, body-worn cameras, mobile device configurations, software such as Zuercher and Panasonic Arbitrator, UHF trunked and encrypted radios, Asset Panda, lockboxes, Swift Justice, secured broadband connections, Milestone campus security camera systems, T2 Parking Systems, License Plate Reader technology integrations, teleconferencing hardware and software, drone software, and more.
• Proficiency in desktop, laptop, and mobile device support across Windows and Apple operating systems, including applications and their integration with associated host systems like Microsoft Active Directory and Office 365, as well as other cloud and local resources and services, client / server applications, printing support and teleconferencing.
• Skilled in networked environments, encompassing cloud services, file sharing, e-mail configuration, wireless connectivity, and client-side IP configuration.
• Track record of delivering consistent, positive customer service via phone, tickets, and in-person interactions, including remote IT support sessions, adherence to best practices and policies, catering to a diverse customer base.
• Aptitude in intuitively and analytically diagnosing and resolving problems, with a focus on process improvement and collaboration within cross-functional teams.

Preferred Qualifications Experience, Education, Knowledge & Skills

• Training or certifications in ITSM / ITIL best practices from a recognized authority.
• Law enforcement IT certification or equivalent training from a recognized authority.
• Experience in creating and deploying Operating System images using Microsoft Deployment Toolkit.
• Proficiency in managing endpoints with an endpoint management tool, preferably Ivanti (LANDesk) or SCCM.
• Experience in Higher Education and / or Enterprise IT environments.

The Successful Candidate Will

• Maintain flexibility to accommodate University Police operational needs within a 1st shift schedule.
• Collaborate effectively with University IT colleagues in a team environment.
• Adhere to detailed procedures and meticulously document steps.
• Communicate IT practices clearly and effectively to diverse audiences, both verbally and in writing.
• Employ intuitive and analytical thinking to troubleshoot and resolve issues.
• Exhibit strong interpersonal skills.
• Represent the department and university professionally and courteously.

Position Special Requirements / Additional Information

• Must have a valid driver’s license and a good driving record.
• Must be able to successfully complete a comprehensive background investigation completed by UPD and be granted a Level III security clearance for CJIS compliance.

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job.

Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.

This position is not eligible for sponsorship. Physical Demands To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

The requirements listed above are representative of the knowledge, skill, and / or ability required. This position has supervisory duties? No