IT Specialist I

IT Specialist I (Technical Support)The IT Specialist I (Technical Support) is responsible for providing technical support for a full range of business and classroom technology, including computer systems (hardware and software), desk phones, mobile devices, and audio-visual equipment to anyone within the USM organization who needs technical assistance.Duties include responding to hardware and software problems, updating hardware and software. Support for printers, Wi-Fi, and all peripheral devices on the USM network for faculty, staff, and students at all campuses. Configure and issue laptops; maintain laptop inventory; and provide introductory training at orientation sessions.

Install and support audio/visual equipment and special events, (i.e. registration days, new student orientation, check in days, will include infrequent Saturday time). Develops/demonstrates expertise of assigned systems.

Manage technical systems that support your functions.Independently assess a reported problem, determine the likely cause and take appropriate action to resolve the problem in a timely manner. Collaborate with other team members (both internal and external).Essential Functions:Provide customer service for the end user's technology needs, by means of phone, in person or remote control.Document all phone calls and work orders in the KACE service desk.Respond to KACE support requests and assist in troubleshooting any problems that arise.Assign tickets in the KACE service desk to appropriate team members.Image, configure and deploy PC/MAC/laptop hardware and software as necessary.Move and install computer systems as required.Support audio/visual equipment, conference room, and classroom technology.Maintain current knowledge of all office applications, Windows and Mac operating systems.Assist in the installation and management of software licenses.Perform life cycle management, including the transfer of ownership/disposal of computers.Exercise initiative in the support of customers.Schedule, prioritize and accomplish projects and tasks in a timely and effective manner.Have a security mindset and implement security measures.Create and utilizes the knowledge base and other support documentation to identify, isolate, diagnose and resolve end users' technical problems and provide information and status as requested.Provide occasional out of hours support.Ability to explain technical problems in layman's terms.Maintain accurate client network documentation.Other job-related duties as assigned.Requirements:Associate's degree from an accredited Information Technology Program or 1-2 years related experience.Familiar with Microsoft Windows 10, M365, Microsoft Office products, MS Teams.A+ certification and familiarity with MACs desired.Effective interpersonal and communication skills.Affinity with the overall mission of the University of Saint Mary.Project a positive, professional, customer focused image for the university.Ability to work independently or as part of a team in a professional and confidential manner.Must pass required background screening as appropriate.You love working with people and being a strong active listener.To apply: Submit a cover letter, resume and contact information for at least three current professional references.Saint Mary is an Equal Opportunity Employer.Questions: email human resources at