JOB DESCRIPTION - MiWorkspace

JOB DESCRIPTION

Job / Classification Title: 102351 / Desktop Support Specialist Intermediate
Career Family: Information Technology / Systems Support
Job Role / FLSA Status: IT171 Professional / Nonexempt
Post Salary Range: See ITS Backstage/Human Resources/Compensation Philosophy

WORKING TITLE: NEIGHBORHOOD IT DESKTOP SUPPORT SPECIALIST INTERMEDIATE

INTERMEDIATE LEVEL

Assignments may require some originality and ingenuity. Works on more than one task at a time and manages work
effectively by prioritizing own assignments, schedules, and meetings resulting in timely completion of work. Proactively
anticipates and resolves problems. Demonstrates proficient understanding of principles, practices, standards, technology,
and procedures used. Relies on established procedures and professional judgment to plan and accomplish
tasks. Comprehends and distill issues, identifies problem factors, determines appropriate information, checks assumptions
against facts, and generates solutions. Promotes cooperation and effectively manages relationships. Takes responsibility for
work while seeking direction, guidance or assistance as needed. Generally requires direction from more senior technical
staff / manager.

JOB DUTIES / PURPOSE

Provides tier 2 technical support and service restoration for daily operations and project efforts in a complex, distributed
computing environment. Performs a broad range of IT support services: PC and Mac, mobile device, software, and basic
network support. Supports project implementation. Collaborates with team members and customers and contributes to
efforts to develop, design, implement, and continuously improve systems. May require on-call availability and may require
working during non-business hours and on weekends.

PRODUCTION SUPPORT (75%)

Actively coordinates with team members and other service support groups to effectively resolve incidents and requests.
Provides tier 2 technical support and service restoration for daily operations and project efforts. Assist in supporting some
exception and specialty systems (e.g. customized configurations), servers, and Tier 3 configurations, which includes but is not
limited to, Installs, configures, customizes, troubleshoots, upgrades, integrates, and maintains systems, software,
workstations, printers, wireless devices, handheld devices, network and port configuration, host-based firewalls, and
peripherals. Supports and collaborates with team members and other technical staff. Promotes understanding with
customers on the benefits of the IT service provider model to help foster collaboration. Monitors systems for availability,
error conditions, adequate space allocation, backup integrity, and performance. Participates in after-hours on-call rotation.

● Demonstrates quality service and accountability in the process of: resolving incidents; and, tracking computer
systems and device inventory, resulting in accurate, timely, and efficient solutions and data as evidenced by:
meeting customer needs; meeting or exceeding established performance metrics; and accurate data for asset
management, billing, and licensing.

● Proactively seeks information and utilizes analytical and creative problem solving skills along with standard
processes and technologies resulting in secure and reliable connections to and use of systems, applications, and
infrastructure.

● Demonstrates relationship building, effective communication skills, and quality service in the process of
collaborating with, supporting, advising, and educating customers and team members on the use of services,
handling of sensitive data, and resolving incidents, resulting in efficient, effective, and compliant use of hardware,
software, and services.

SERVICE IMPROVEMENTS (20%)

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JOB DESCRIPTION

Contributes to hardware, software, and service enhancements by identifying and quantifying customer requirements,
delineating the gaps between customer requirements and the capabilities of existing technology, and recommending
proactive improvements. Develops and edits customer and technical support knowledge base documentation.

● Demonstrates relationship building and effective communication skills as a member of the ITS organization, working
in a school/college/unit, through active listening and frequent communication with department staff, resulting in
understanding customer needs, creating buy-in for enhancements, and collaboration with department staff.

● Demonstrates quality service by actively contributing to customer satisfaction through advocating for customer
needs, escalating incidents and requests, and increasing the customer’s ability to help themselves, resulting in
meeting or exceeding customer satisfaction metrics.

● Utilizes analytical and communication skills in the development and modification of written procedures, processes,
and technical support knowledge base, resulting in content tailored to the level and type of audience for support
and issue resolution.

DEVELOPMENT OF SELF AND OTHERS (5%)

Stays current with relevant advances in technologies. Responsible for maintaining and updating knowledge of IT policies and
procedures, hardware, software, and technical services. This can include: on-the-job training, attending technical courses or
conferences, reading, research, and testing. Develops and follows best practices and procedures and share knowledge with
team members. Mentors staff.

● Demonstrates skill development by actively participating in growth opportunities for continuous development and
improvement and applying new skills/knowledge to the job as evident by the ability to efficiently and effectively
perform assigned duties, resulting in meeting or exceeding customer expectations and performance metrics.

● Demonstrates effective communication skills when providing training and mentoring to less experienced staff,
resulting in staff and teams using and implementing the latest policies, procedures, and best practices to accomplish
tasks.

EDUCATION & TECHNICAL COMPETENCIES (Required Qualification)

● Bachelor’s degree in computer science, business computing or a related field, or equivalent combination of
education, certification, and experience.

● Minimum of two years’ experience in a related role requiring confidentiality, timeliness, customer service,
organization, prioritization, troubleshooting, and working independently to successfully install, configure, maintain,
and support Windows and/or Mac desktop operating systems and layered software.

● Proficiency with some or all of the following technologies: Windows XP/Vista/7, OSX 10.x, Microsoft Office,
Browsers, Local Account Management, Scripting, Installs and removals, Registry, Command line, Help ticket system,
System Management Tools.

● Demonstrated ability to leverage appropriate technical tools to perform day-to-day administration tasks, root-cause
analysis and service restoration (such as backup, restore, failover, log interpretation, and performance monitoring)
for at least one of the following platforms/systems: Windows or Mac

● Demonstrated proficiency with current computer technology and applications (e.g. word processing, spreadsheet,
and collaboration applications).

ORGANIZATIONAL COMPETENCIES

Advancing the Mission (P2)
● Demonstrates knowledge of the primary mission of the University and Health Systems.
● Demonstrates awareness of the diversity of constituency groups and their roles and purposes and issues.
● Accomplishes tasks through the formal and informal structures and hierarchies I the University.

Building Relationship / Interpersonal Skills (P2)

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JOB DESCRIPTION

● Demonstrated ability to develop and maintain positive and cooperative relationships, inside and outside of work
group, interacting in a friendly, open, honest, and accepting manner. Maintains agreed upon levels of
confidentiality.

● Demonstrated ability to use formal/informal networks to accomplish tasks and objectives, developing and
maintaining smooth, cooperative working relationships.

Creative Problem Solving / Strategic Thinking (P2)
● Demonstrated ability to provide necessary attention to solve different level problems, often multitasking to solve
moderate level problems.
● Defines problems, analyzes causes, identifies possible solutions, selects the best solution, and develops action
plans.
● Generates new ideas and goes beyond the status quo.

Communication (P3)
● Demonstrated ability to communicate clearly, correctly, knowledgeably, and effectively both verbally and in writing.
● Demonstrated ability to communicate effectively to groups, varying style to fit the audience, actively
communicating with those with differing opinions and differing levels of understanding.

Development of Self and Others (P2)
● Demonstrated initiative in participating in growth opportunities for continuous development and improvement.
● Demonstrated ability to apply new skills/knowledge to the job.

Flexibility / Adaptability to Change (P2)
● Understanding and accepting the need for change, cooperating in implementation, and constructively voicing
concerns and proposing alternatives.
● Ability to assist in the implementation of changes within established and changing deadlines.

Leadership / Achievement Orientation (P2)
● Demonstrated behavior aligned with the values and ethics of the organization and profession.
● Demonstrated initiative in setting and measuring performance against goals and evaluating results.
● Demonstrated ability to understand what is expected to do the job well, function effectively in a team, achieve
deadlines or milestones, accept accountability for mistakes, and take corrective action.
● Demonstrated ability to work independently and seek direction or assistance as needed.

Quality Service (P2)
● Demonstrated ability to establish and maintain effective relationships with internal and external customers in a
manner that consistently meets the organization’s expectations for exemplary customer service.
● Demonstrated ability to see issues from the customer’s perspective, assesses urgency of requests, and responds
accordingly.

PHYSICAL DEMANDS/WORK ENVIRONMENT

Normal amount of sitting, average mobility to move around an office environment; able to conduct normal amount of work
at a computer; may require to travel to various locations on and off campus; and, moves throughout buildings to provide
support and deliver/retrieve computer hardware and parts; periodically moves boxes and computer equipment across
campus and/or within buildings, weighing up to 50 lbs. using proper safety techniques; positions self to install computer
equipment, including under desks; May require on-call availability and may require working during non-business hours and
on weekends. Punctual, regular, and consistent attendance is required. Responsible for protecting data and information

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JOB DESCRIPTION

from unauthorized release or from loss, alteration, or unauthorized deletion; and, following applicable regulations and
instructions regarding access to computerized files, release of data, etc. as stated in a computer access agreement which the
incumbent signs.

The statements included in this description are intended to reflect the general nature and level of work assigned to this
classification and should not be interpreted as all-inclusive.

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