IT Specialist

The IT Specialist is responsible for carrying out routine software and hardware related tasks and projects, and in general providing a high level of technical assistance and training to staff, faculty, and students. The IT Specialist is responsible for following established protocols, installing and maintaining computer hardware, telecommunications, audio visual equipment and all University-supported network applications. The IT Specialist installs software, provides end-user technical support and training via phone, using remote support tools, and in-person. The IT Specialist performs quality assurance tasks to ensure user workstations and network performance meet University and staff, faculty, and student user requirements. The technician troubleshoots computer and network problems; determines the source of the problem, advises on appropriate action, and tests and implements solution. This role is on-site at either 3500 Sunrise Highway, Building 300, Great River, NY 11739 or the Rocky Vista University campus in Englewood, CO. Essential Functions Provide support and training to users on the use of computer software and hardware Install, upgrade, maintain, inspect, repair and service computer hardware and software, including servers and peripherals Maintain and monitor the IT support ticketing system by receiving, addressing, and resolving tickets Undertake routine, scheduled or emergency inspections as part of the preventative maintenance program on all computer's equipment, replacing defective, malfunctioning, or non-functioning hardware parts Identify, research, and resolve hardware and software problems Respond to defects reported by users, and reporting as needed to leadership Determine the priority and severity of calls and plan workload effectively Assess and escalate serious or unusual problems to the appropriate group or analyst for resolution Packing, unpack, assemble, disassemble, and physically transport computers, peripherals and network components from one location to another Submit verbal and written reports on the status of technology services and any issues as needed Ensure that safety guidelines are adhered to Attend trainings as needed Perform other duties as assigned Essential Knowledge, Skills & Abilities Ability to work independently, or as part of a team and collaborate effectively with diverse constituencies within a university setting Demonstrate a high level of confidence in making strategic decisions, using good judgment, and innovative and creative problem-solving skills Strong communication skills, time management, and a demonstrated high-level of discretion, tact, and diplomacy Demonstration of a service-based attitude in dealing with customers and providing high-level support Acceptable working knowledge with the ability to support a wide range of cloud-based infrastructure, computer hardware, and software Familiar with IT Security best practices Must be well organized and detailed oriented Ability to use active listening techniques to improve communication with customers Qualifications High School diploma required. Bachelor's degree preferred ITIL version 3 or 4 certifications preferred Help Desk Institute certifications preferred Proficiency in Client Operating Systems, Apple iOS Has at least one to two years' experience working as a computer or systems technician Valid driver's license preferred Work Environment/Physical Demands This job is performed in a positive, creative, and collaborative environment This job operates in a professional office environment The ability to maintain good concentration while dealing with interruptions Hours and Travel A typical work week is 37.5 hours Monday through Friday 9am to 5pm. Flexibility and willingness to work out of normal business hours, evening hours and weekends in support of business initiatives Flexible hours required to implement initiatives and execute deliverables No travel is expected for this position. The anticipated salary range for candidates based in New York role is $44,000 - $52,300 per year. The anticipated salary range for candidates based in Colorado is $49,027 - $57,000. The final salary offered may vary and will be determined based on factors such as job-related knowledge, skills, experience, location, and education of the successful candidate. This information is provided per local law.