(Hybrid) Deskside Support Specialist - Information Technology Services

The department of Information Technology Services at West Virginia University is currently accepting applications for a hybrid Deskside Support Specialist.

About the Opportunity

This position provides computer and network support to Information Technology Services (ITS) customers, computers, labs, and classrooms. The position is responsible for maintaining up-to-date knowledge on a wide variety of computer systems and applications used at WVU and needs to have the ability to quickly and accurately research solutions to resolve any IT issues dealing with endpoint devices. A high level of customer support is expected, as this position deals directly with ITS customers. A professional demeanor, excellent verbal and written communication skills, and the ability to work independently and as part of a team are required.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 24 annual leave (vacation) days per year or more based on years of service (employee leave)
• 18 sick days per year (for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits
• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.
• Wellness programs

What You'll Do

This role will provide direct support for approximately 3,000 computers supported by ITS. Support includes expertise in Windows and Mac operating systems and expertise in troubleshooting Microsoft Office products, including Outlook, Word, Excel, Teams, PowerPoint and other technical expertise. Additionally, the position supports any software applications and/or hardware devices that are used by the customer for WVU business, academic, or research purposes. This role will also identify, research, and propose hardware, software and services that will enhance and/or improve customer technology needs as well as manage Computer Refresh cycles for ITS/Student Life.

Direct Desktop Support

• Provide direct desktop support including computer maintenance, printer maintenance, troubleshooting, system set-up software installation and system updates.
• Provide network and telecommunication support to include configuring network switch interfaces for data and voice networks, toning and testing network jacks, tracing connections through patch panels to switch stacks, resolving issues with network interface cards associated with endpoint devices.
• Use ITS systems including Azure AD, SCCM and JAMF to deploy operating system images to Windows and Mac computers. Deployment of operating systems for new computers and for remediation of problems with existing computers.
• Handle network security responsibilities include installing, configuring, and troubleshooting anti-virus clients, malware prevention tools and scans, remediating malware and virus infections, and proactively working with end users to promote safe online practices. Work with Information Security and customers to remediate vulnerabilities found by network scans. Act as a data steward for endpoint devices, including prevention and remediation tasks involving confidential information found on client computers.
• Provide computer and laptop support for various Student Life events throughout the year including New Student Orientation, Discover/Decide WVU Days, and Celebrate. Coordination and planning of computer setup and tear down for these events. Maintaining a detailed inventory and lending system for laptops and technology hardware that are lent out to customers for short-term needs.

• Responsible for resolving client device printing issues. Provide Tier 1 support for WVU Managed Printing (Pharos). Responsible for maintaining multiple kiosk stations throughout the University. Responsible for troubleshooting issues with AV equipment in conference rooms and classrooms supported by ITS.

• Provide mobile device support including connecting a variety of smartphones, tablets, and devices to the wireless network, configuring devices for email connectivity, and general troubleshooting support of these devices.
  
  General IT Projects
• Responsible for creating and maintaining technical documentation of ITS Outbound Support procedures, processes, and technical solutions.
• Coordinate and/or conduct training sessions for customers regarding computer systems, networks and software and hardware as needed.
• Evaluate, research and develop new methodologies to complete processes, as needed, and recommend solutions to problems and errors which may be discovered.
• Keep up to date with new and evolving technology by utilizing internet sources, manuals, training, networking with peers and any other means available.

• Bachelor of Science in engineering or computer science related degree
• A minimum of 0-6 months of IT support experience in a complex enterprise environment
• A minimum of 0-6 months of experience involving:
  • Technical experience in an IT related field
  • Experience managing, troubleshooting and supporting multiple technological equipment
  • Experience operating systems deployment
  • Customer Support experience
• Any equivalent combination of related education and/or experience will be considered.
• All qualifications must be met by the time of employment.

Knowledge, Skills, & Abilities

• Must be able to provide advanced technical support for various hardware platforms, operating systems, and software packages (including Microsoft Office and Office 365). Complex problem-solving skills and excellent research skills are required. Must be able to partner/communicate with other ITS support groups on a knowledgeable level.
• Must have ability to prioritize multiple projects simultaneously and be able to make decisions independently. Must be able to articulate clearly and concisely to a wide variety of multicultural users. Strong communication skills in English, both written and oral are required.
• Excellent customer service is essential. The incumbent must show strong interpersonal skills, with the ability to interact professionally with all levels of the WVU organization, including management positions at all levels, technical staff, managers, and end users. The ability to work effectively under pressure is required.
• Must have the ability to work both independently and as part of a team. Must demonstrate the ability to reason logically, analyze and resolve IT problems in complex situations and environments. Must demonstrate the ability to manage, coordinate, and prioritize multiple tasks and workloads at the same time. Ability to research and follow instructions on a wide array of technologies, both from internal and external resources.
• Must have the ability to analyze complex IT situations, clearly define and document relevant data and processes, and logically test and work through solutions. Ability to document solutions, processes, and procedures in a clear logical manner is required.
• Technical expertise in Windows and Mac operating systems, productivity suites, word processing and spreadsheet applications. Experience supporting computers and networks in a large complex environment is preferred. Ability to automate processes and solutions using programmatic scripting languages including batch files and PowerShell.

Licenses/Certifications

• Valid driver's license. Incumbent must provide own transportation to travel across campus to provide IT support to all University locations. Ability to transport multiple computers and equipment to campus buildings

Physical Demands & Physical Coordination

• Lifting lightweight objects/bending and kneeling to file
• Lifting 20-40 lb computers and equipment

West Virginia University is a place of purpose and community. We take pride in our profound impact on the state of West Virginia and are committed to the personal and professional growth of our employees.

From the groundbreaking R1 research at our flagship campus in Morgantown to the career-oriented programs at WVU Potomac State in Keyser, and the technology-intensive programs at WVU Tech in Beckley, the contributions of WVU employees resonate across the state, touching lives and shaping futures.

At WVU, you will discover a supportive community that champions work-life balance and fosters a collaborative atmosphere. Our core values - service, curiosity, respect, accountability and appreciation - unite us as Mountaineers.

Join us at West Virginia University, where your work will make a lasting impact. To learn more about WVU, visit wvu.edu.

West Virginia University is an Equal Opportunity Employer. We invite all qualified applicants regardless of race, color, religion, sex, national origin, age, disability, genetic information, or Veteran status.