Technology Support Specialist - Dlge Strategic Communications, Marketing And Technology

The West Virginia University Division for Land-Grant Engagement is currently accepting applications for a Professional Technologist 2 to serve the Davis College of Agriculture and Natural Resources.

About the Opportunity

The Professional Technologist 2 will provide comprehensive technical support for the Davis College, as well as the other units within the Division for Land-Grant Engagement - the Center for Community Engagement and WVU Extension - as needed. In compliance with all Division and University guidelines, this position will assist with maintaining computer systems, networks, software, and hardware inventory, while resolving help desk issues, supporting teaching and research technology, and helping improve IT services to provide secure and efficient technology operations.

The Professional Technologist 2 is a key member of the Division's Strategic Communications, Marketing, and Technology team and reports to the Director of Strategic Communications, Marketing and Technology.

What You'll Do

Technical Support

• Assists in updates, installations, and maintenance of information technology systems used throughout Davis College of Agriculture and Natural Resources.
• Provides quotes for various hardware and software purchases as needed.
• Troubleshoots various network issues, including wiring, switch port configurations, and testing of network-attached peripherals.
• Assists in support of all computer labs used for teaching and research at Davis College, including responding to time-sensitive and urgent technology matters as needed. Utilize WVU software management systems to provide an efficient method of keeping lab software current.
• Supports systems for various Davis College academic units' research. Helps scholars use technology to support research goals. This may include tasks such as extracting data from different sources, like lab equipment.
• Primary responsibility for promptly completing help desk tickets identified as belonging to Davis College.
• Arranges outsourced repairs and provides equipment on loan when necessary.
• Researches error messages and problems and identifies applicable solutions-including virus and malware problems.
• Provides Active Directory account maintenance.
• Process all inbound inventory to ensure sensitive data has been removed from any devices going to surplus.
• Properly catalog hardware returned to maintain accurate inventory counts.
• Coordinate hardware shipments to surplus for proper disposal following all established West Virginia University guidelines regarding inventory control and transfer of ownership.

Research and Development

• Researches and evaluates new software and hardware. This activity may be identified and directed by Division Technology on an as-needed basis.
• However, this position is expected to be self-directed and proactively seek new technology tools to increase productivity and functionality.
• Provides written evaluations on research to department heads and Division Technology staff.
• Maintains proficiency with software and hardware by engaging in applicable training sessions and reading relevant professional journals, manuals, and other educational sources to provide research-based support.

Miscellaneous

• Attends organizational technology meetings to obtain information relative to new hardware/software and organizational systems and prepare written or oral briefings for program administrators.
• Pursues an approved program of professional development that keeps the employee abreast and current in applicable technology areas.
• Other duties as assigned.
• Bachelor's degree in computer science, information systems, or related fields.
• A minimum of two (2) years of applicable work experience in a computer-related customer support field, consulting or training on information technology systems, and web application support and/or troubleshooting. Academic experience preferred.
• 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

• Strong interpersonal and communication skills with the ability to interact at all organizational levels and with technical staff, managers, and end-users.
• Demonstrated ability to prepare technical documentation and justify the approach used; resolve complex issues; explain and/or train staff on technical features of an application or process; and express technical information to non-technical users as well as gather information from them relating to system development to meet their business rules.
• Demonstrated ability to reason logically and analyze and solve problems. Ability to define procedural problems, collect and evaluate data, draw valid conclusions, and project consequences of various alternative recommendations.
• Demonstrated ability to manage multiple tasks and prioritize as needed.
• Demonstrated experience of delivering quality, user-accepted, completed tasks on time.
• Demonstrated ability to take direction from peers if directed for the purpose of a project.
• Initiative and motivation to request, accept, and complete tasks as required.
• Demonstrated ability to work as a member of a team of diverse skill levels and expertise from multiple areas, functioning in an optimum role for team success.
• Understanding of computer security issues, trends, and requirements, including an awareness of information security laws (such as HIPAA and FERPA) and accepted industry practices.
• Demonstrated experience with software scripting or writing code for application support.
• Proven experience with development/troubleshooting/maintenance tools.
• Proven experience with software and hardware environments-specifically Microsoft Windows and Apple macOS.
• Basic knowledge and experience with Microsoft System Center Configuration Manager, Microsoft Azure, and Microsoft Intune.
• In-depth knowledge of general productivity software, including word-processing, database, and spreadsheet applications (for example, Microsoft Office).
• Knowledge of design, installation, and implementation of university infrastructure systems and equipment.
• Ability to maintain effective working relationships with other computer and technology-related personnel, administrators, faculty, and staff within Davis College; in the broader University community; with Dell service and support personnel; and with other service providers and vendors.