POSITION IDENTIFICATION
TITLE Senior Centralized User Support Specialist
CLASSIFICATION NUMBER 5148
GRADE 34
CLASSIFICATION Exempt
IMMEDIATE SUPERVISOR IT Support Administrator
GENERAL FUNCTION
The Senior Centralized User Support Specialist assists the IT Support Administrator and Coordinator of User Support to implement effective practices for IT service delivery and support. This position serves as a technical lead for projects of moderate scope. Assignments may include server maintenance, asset and inventory management, system testing, analyzing and providing recommendations for new software or systems. The Senior Centralized User Support Specialist leads in the planning, personnel selection, training, and supervision of Graduate Assistants and student employees. Additionally, this position provides leadership, training, and professional development to other full-time and part-time staff.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: A bachelor’s degree or an equivalent combination of education and the specified experience as outlined in the Job Family 3 Knowledge Equivalencies Chart, https://www.missouristate.edu/human/job-family-3-knowledge-equivalencies-chart.htm, is required. A bachelor’s degree in a computer-related field is preferred.
Experience: Three years of experience as a Centralized User Support Specialist or similar position supporting a wide range of computer hardware and software is required. Experience working in a help desk or customer service environment is required. Experience creating, delivering, and maintaining technical documentation and end-user guides is required. Experience supervising information technology staff in a team-oriented environment is required. Work experience in higher education is required.
Skills: Demonstrated project management skills are required. Excellent technical aptitude in the areas of computers and related peripherals is required. A basic understanding of network topologies, file server administration, computer-based application software, and computer-related diagnostic techniques is required. Excellent verbal and written communication and customer services skills are required. The ability to maintain confidentiality in regard to information processed, stored, or accessed by the systems is required. The ability to perform in a problem-solving capacity including the evaluation of crisis and emergency situations is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.
Effort: This position connects cables which may require climbing ladders or working under desks and loads and unloads equipment such as furniture, printers, and computers and supplies such as paper, toner, and cleaning supplies from shelves up to five feet high. This position lifts and transports multiple items weighing less than twenty-five pounds (typically weighing less than ten pounds) on a daily basis and between twenty-five and fifty pounds about three times weekly. This position installs equipment and inspects whether it is working properly and inspects facility conditions for damages, theft, safety risks, and security.
Other: The twenty-four-hour scope of University operations may result in the need to work evenings, nights, and weekends to support implementations or upgrades and to respond to major issues with IT operations. Occasional attendance and participation at evening and weekend activities and workshops is required. Occasional travel for professional development is required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Ensures a high-quality program of support services is continuously offered by assisting IT Support Administrator in the establishment of appropriate service levels, metrics, best practice checklists, and workflows, defining project deliverables, establishing project timelines, and identifying resources needed for successful project completion.2. Consults with faculty, staff, and students by analyzing their information technology requirements, making recommendations regarding hardware and software purchases, and assisting in the purchasing process by defining and providing appropriate contract specifications in accordance with campus-wide standards.
3. Ensures that a quality program of support services is continuously offered by meeting regularly with User Support leadership and core support areas to review, assess, and suggest improvements regarding technical support.
4. Provides continuity of leadership, management, and support for the User Support group by assuming the duties and responsibilities of the IT Support Administrator as needed and assuming duties of Centralized User Support Specialists as needed.
5. Promotes the uniformity of the unit’s work product by overseeing the creation and maintenance of internal documentation and standards and ensuring those standards are followed.
6. Assists the IT Support Administrators and Coordinator of User Support with special projects by performing functions such as collecting relevant information, conducting appropriate research, writing reports, and providing analysis and evaluations in a variety of areas.
7. Assists in the development of a competent and effective staff by monitoring the productivity and skill level of the User Support staff, participating in performance reviews and goal setting, promoting professional development, serving on search committees, and assuming a leadership role in the group’s internal training program.
8. Performs quality control checks by reviewing User Support systems and procedures and providing feedback, guidance, or assistance as needed.
9. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
10. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses as required by the IT Support Administrator or Coordinator of User Support.
11. Contributes to the overall success of Computer Services by performing all other duties as assigned.
SUPERVISION
The Senior Centralized User Support Specialist supervises User Support Graduate Assistants and student employees and may also direct and review the work of full-time or part-time employees.
OFFICE OF HUMAN RESOURCES
MARCH 2024
