Computing & Information Services
Position: User Support Specialist
Department: Computer User Services
Reports to: Director of Computer User Services
Classification: Regular, full-time
Last Revised: 2/6/2013
The User Support Specialist is responsible for providing top-tier assistance and support to faculty, students and staff over the phone, via e-mail, and in person. The User Support Specialist provides operating system and application software support, documentation and training, student lab support, and assistance in the use of Reed's computing facilities and other technology resources. The USS assists with administration of CUS servers and services critical to operations, including the update server for lab computers, the software license management server, and the print-billing server. The USS also assists in supervision of student employees and works closely with staff in other areas of CIS.
- Provide front-line support (face to face and via phone and email) for faculty, students, and staff for Macintosh, Windows, and Linux/UNIX operating systems and applications.
- Develop and present user training. Create, edit, and maintain online and printed documentation.
- Work closely with CUS Technical Support Specialists to provide support and troubleshooting of hardware and software problems.
- Work with students and other CIS staff to support networking access (Mac & Windows) in student and academic spaces.
- Work closely with faculty, students, systems administrators, and departmental staff to develop and maintain the computing environment in campus computing labs.
- Work closely with end users and CIS staff in the development, testing, deployment and support of various computing services.
- Train and supervise student employees.
- Excellent communication and other interpersonal skills.
- Excellent organizational skills and a high degree of self-motivation.
- Broad knowledge of Macintosh, Windows and Linux/UNIX systems and application software.
- Knowledge of Internet resources and methods of accessing them.
- Understanding of IT services used in undergraduate liberal arts college environments such as Reed's.
- Experience with faculty, student, and staff support in an academic setting.
- Bachelor’s degree from an accredited institution or equivalent work experience.