Support Specialist Ii

The Support Specialist II provides technical support on hardware, software, peripherals, and network connectivity. They provide support, instruction, and advice on Rice’s digital environment. This position applies developed subject matter knowledge to solve common and complex issues within established guidelines and serves as part of the Office of Information Technology (OIT) Campus Strategy & Services team.

The ideal candidate has outstanding time management and organizational skills, is proactive, and service-oriented.

This is a full-time, benefits-eligible position, and it may offer a hybrid work schedule after a probationary period.

Minimum Requirements

• Bachelor's Degree
  • In lieu of the education requirement, additional related experience, above and beyond what is required, on an equivalent year-for-year basis may be substituted
• 2+ years of experience working collaboratively and independently to provide highly customized IT support services to constituents
  • In lieu of the experience requirement, additional related education, above and beyond what is required, on an equivalent year-for-year basis may be substituted
• Skilled Required
  • Demonstrated intermediate knowledge of the concepts, practices, and procedures of IT support and customer service
  • Proficient knowledge of various software and hardware and how they are configured and interface with each other
  • Good analytical, collaborative, creative, problem-solving, research, and verbal and written communication skills
  • Proven ability to train end users

Preferences

• Experience Preferred
  • Practical experience as a consultant in a computing environment
  • Experience in an academic computing environment
• Licenses/Certifications Preferred
  • General PC Hardware
  • Windows
  • Apple
  • JAMF
  • ITIL
  • Networking
• Skills Preferred
  • Ability to support basic Audio/Visual configurations and connectivity - Linux knowledge
  • Knowledge of security protocols, networking protocols, ITIL, and ITSM

Essential Functions

• Designs, develops, documents, tests, or modifies computer systems or programs based on user or system design specifications
• Applies systems analysis techniques and procedures to determine hardware, software, or system functional specifications
• Performs routine server administration
• Diagnoses and resolves end-user problems; responds to escalated issues from clients and other support teams; performs triage, provides remote problem resolution when possible, refers problems to associated groups
• Researches, recommends, and implements hardware and software purchases and configurations to meet client needs and ensures compatibility with university systems and architecture
• Researches, recommends, and implements approved standards used throughout the unit and contributes to the development of the client support strategy
• Investigate and test new tools, systems, techniques, and software products
• Works on projects requiring expertise and creativity in the analysis and deployment of technology
• Provides first-line technical support to constituents on software, hardware, peripheral, and networking systems
• Acts as a team or project lead on small to medium-scope projects, providing direction to the team and facilitating communication and information validation
• Promotes computer literacy among departmental clients and team members
• Performs all other duties as assigned

Additional Functions

• Maintains a first-class level of customer service, ensuring that all customers are treated efficiently and in an appropriate manner
• Keeps clients and team members informed about new computing software, hardware, and information resources
• Provides one-on-one, small group, or workshop-style training to faculty and staff related to the digital environment

Workplace Requirements