| Position Number: 00006518 | Working Title: Workstation Support Specialist |
| Department Name: IT Client Services UNCA | Reports To Title: Director, Client Services (Athletics) |
| FLSA Designation: Exempt - Skilled IT professional | Union: |
| RESPONSIBILITY | TIME SPENT PERCENTAGE | ESSENTIAL FUNCTION | TASKS |
|---|---|---|---|
| Customer & Technical Support | 35 | X | Provide hardware and software support for technology in assigned areas. Diagnose problems to resolve calls on various supported computer hardware, software and operating systems. |
| Supervision | 20 | X | Serve as a technical support escalation point for the Client Services team. Provides basic manager guidance for Client Services team, such as timesheet and vacation approval, as assigned. |
| Documentation | 10 | Research and test new technologies prior to implementation and develop and maintain technology manuals for each. | |
| Provision & Manage IT needs | 10 | Provide guidance on hardware purchases and software licensing in support of the unit’s academic, administrative and research goals. | |
| Specialized & Off-Hours Support | 10 | Provide specialized application support for essential campus areas and off-hours support for critical campus functions/areas. | |
| Project Management | 10 | Manage and run IT projects for assigned business partners. | |
| Other duties as assigned | 5 | Other technical duties regularly arise on campus which can include teaching and training of students, faculty and staff around university technology and systems. |
Provide support for a complex computing environment in the areas of hardware, software and network to users within the unit. Ensure proper computer operations so that the clients can accomplish organizational tasks and goals. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop and/or remote support. Responsible for the oversight of IT support in a designated area while providing necessary maintenance, installation and troubleshooting of specialized software, peripherals, and other proprietary technology equipment. Must have the skill and ability to logically solve computer problems. Knowledge and experience of various computer architectures and their respective operating systems. Position may be expected to work irregular hours. Under the direction of and in partnership with the NU ITS Security team, implement and maintain security strategies, policies, and standards to protect University assets. Responsible for actively researching and reviewing security practices to make recommendations based on institutional risk and operational impact. |
Responsible for making decisions affecting the requirements, design, and support of unit-wide managed services. They must be able to make informed decisions regarding the direction and priorities of customer services. Ability to develop processes that assist staff in troubleshooting complex hardware and software issues. Must be able to set goals, plan paths to reach the goal, and execute plans effectively in a timely manner. Demonstrate the ability to multi-task and manage competing priorities on duties as assigned. |
In assessing software and hardware solutions, this person makes recommendations to the clients that impact departmental funds and efficiencies. |
Interactions could take place with faculty, staff, students, and other members of the university community. Collaboration with colleagues on other campuses or departments and working with vendors. |
Limited supervision received |
Does this position supervise?:
Yes |
What types of employees do you supervise?:
Managerial/ Professional,Temporary/ On-Call,Students |
Type of Supervision Exercised:
Position may provided basic manager guidance for client services team |
Office |
| Sit: Frequently (34-66%) | Bending: |
| Stand: Occasionally (1-33%) | Kneeling: |
| Walk: Occasionally (1-33%) | Reaching: |
| Drive Motor Vehicle: | Crawling: |
| Squatting: | Climbing: |
| Keyboard: YES | Pipefitting: |
| Fine Manipulation: | Grasping: |
| Repetitive Motion: |
If other use of hands/ wrists, please explain:
Operation of a standard office and computer equipment. |