Position: User Support Specialist
Department: Computer User Services
Reports to: Director, Computer User Services
Classification: Regular, full-time, NE-10
Last Revised: 4/18/2014
The User Support Specialist provides top-tier technical support to faculty, staff and students, over the phone, online, and in person. This includes operating system, application software, and networking support, as well as hardware repairs and preventative maintenance for equipment belonging to the College and to members of the Reed community. The USS also provides documentation and training to the community, and assists in the use of Reed's computing facilities and other technology resources. The USS is instrumental in the discovery, evaluation, and training of technologies used by Reed community.
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 technical support (face to face and via phone and email) for faculty, students, and staff, for Macintosh, Windows, and Linux/UNIX operating systems and applications.
- Perform maintenance, upgrades, and repairs of computers and peripherals
- Document standard procedures for support, computer repair, maintenance, and troubleshooting.
- Configure, deliver and set up College owned computing equipment.
- Develop and present user training.
- Create, edit, and maintain online and printed documentation.
- Assist with system administration of CUS servers.
- Assist with recruitment, training and supervision of CUS student workers.
- Work closely with end users and CIS staff in the development, testing, deployment and support of computing services.
- Maintain appropriate contact with software and hardware vendors for computer equipment and repair parts.
- Work closely with faculty, students, systems administrators, and departmental staff to develop and maintain a secure and functional computing environment in campus computing labs.
- Work with others in CIS to support network access across campus.
- Keep up-to-date with new technology as appropriate; advise, consult and participate in learning and implementing new technologies.
- Receive shipments of computers and parts, which may include unloading trucks and storing equipment.
- Maintain careful records of CUS operations, including support tickets, repairs, equipment provisioning, and inventory management. Provide reports as needed.
- Excellent communication and other interpersonal skills.
- Excellent organizational skills and a high degree of self-motivation.
- Excellent troubleshooting skills.
- Formal training, or equivalent experience, in computer hardware repair.
- Apple Hardware and Software certification or the ability to obtain certification within 6 months of appointment.
- Broad knowledge of Macintosh, Windows and Linux operating systems, applications, and networking.
- Ability to lift heavy equipment, up to 50 pounds.