Computer Support Specialist III

MSU's RED Core Facilities provide access to advanced research resources, such as state-of-the-art instrumentation and expertise, across the MSU campus community, external academics, and industry clients. The Computer Support Specialist will support that mission by providing prompt issue resolution to minimize downtime, proactively identify opportunities to improve and best support their IT environment, and coordinate with UIT peers to coordinate solutions. Duties and Responsibilities Service Request Intake Triage and resolve incidents and requests via phone, ticketing system, chat, and walk-in support; escalate to appropriate UIT units per established procedures as needed. Provide clear, timely updates and follow through to closure, maintaining strong customer satisfaction. Communicate service advisories, planned/unplanned outages, and status updates to customers and IT peers. Deskside & Field Support Perform deskside troubleshooting for computers (Windows, macOS, and Linux), mobile devices, software, and complex technical instrumentation as needed. Support endpoint imaging, reimaging, configuration, and deployment using UIT approved tools and standards. Design, propose, implement, troubleshoot, and support research data workflows. Regularly perform site visits to ensure the operability and appropriate configuration of Core Facility IT environments. Provide support for device setup, basic hardware swaps, and on‑site issue resolution. Includes planning service schedules for equipment which cannot be transported. Assist with basic hardware repairs and part replacements within scope and vendor guidance. Accounts, Access, and Core Services Assist with identity and access tasks (e.g., password resets, MFA guidance, access requests) following UIT policies. Support O365/Exchange, Teams, common productivity suites, and enterprise file and collaboration tools. In partnership with system administrators, support and facilitate the use of university research IT services including data storage, transfer, and compute platforms Troubleshoot client-side connectivity (wired/wireless), VPN, and resource access issues; perform basic IP/client configuration checks. Work closely with SysAdmins and RCI to make sure that Core Facilities are aware of central services available to facilitate their work and coordinate implementation of appropriate solutions. Identify technical challenges and opportunities, and coordinate finding and implementing appropriate solutions to improve stability, data integrity, and security of Core Facility processes. Knowledge, Process, and Tools Document the IT environments and workflows of the RED Core Facilities and maintain knowledge-based articles and self-help content (KCS aligned practices). Use enterprise ticketing and endpoint management tools in accordance with UIT standards and data handling policies. Identify recurring issues; suggest knowledge updates or process improvements to reduce repeat incidents. Security & Compliance Promote and follow security best practices under the guidance of the Enterprise Security Group. Support basic vulnerability remediation steps on endpoints per UIT standards (e.g., patching, configuration baselines). Work across IT groups to coordinate solutions to complex research facility and equipment needs and challenges in an enterprise environment Handle customer and institutional data in accordance with applicable policies, standards, and regulations. Collaboration & Professionalism Act as the primary liaison between Core Facility researchers and staff and UIT peers; hand off/escalate issues as needed cleanly with clear documentation. Maintain currency with UIT service offerings, support resources, and organizational changes. Communicate organizational changes with Core Facility staff in a timely and proactive manner and support implementation. Includes advocating for Core Facilities during planning stages. Represent MSU and UIT in a professional, courteous manner. Required Qualifications - Experience, Education, Knowledge & Skills Experience providing technical support in a networked, research, enterprise, or higher education environment—or an equivalent combination of education and experience. Hands on experience supporting Windows, macOS, and Linux endpoints, mobile devices, and common software/applications. Demonstrated customer service excellence across phone, ticket, and in person interactions. Ability to troubleshoot intuitively and analytically; follow documented procedures; and collaborate in a cross-team environment. Familiarity with core services and concepts such as Active Directory/Azure AD, email configuration, file sharing, wireless connectivity, VPN, and basic client-side networking. Preferred Qualifications - Experience, Education, Knowledge & Skills Exposure to enterprise endpoint management tools (e.g., In-Tune, SCCM, Jamf, or similar). Experience with specialized research instrumentation and software. Experience in higher education, research, and/or enterprise IT environments. Knowledge of IT support operations and security best practices. Experience with ticketing platforms and creating/maintaining technical documentation. The Successful Candidate Will Build strong partnerships with customers, UIT peers, student workers, and campus offices through consistent service and professionalism. Communicate clearly with both technical and nontechnical audiences; translate technical details into user-friendly guidance. Learn complex, diverse, and specialized environments and instrumentation. Identify common solutions to provide improvement across disparate environments. Prioritize effectively, meet deadlines, and work independently with appropriate judgment and attention to detail. Research and resolve technical issues; proactively flag patterns and recommend improvements. Create concise documentation and contribute to web-based knowledge materials. Show curiosity for new and emerging technologies and how they can enhance MSU's RED Core Facilities. Position Special Requirements/Additional Information This position is not eligible for sponsorship. Must successfully complete a comprehensive background check. Must possess a valid driver's license, an acceptable driving record, and meet all State of Montana requirements to operate State/University vehicles. (If successful candidate possesses a valid out-of-state driver's license, must obtain a valid Montana driver's license within 60 days of hire.) This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University's rights to assign or reassign duties and responsibilities to this job at any time. Physical Demands Occasional after-hours support may be required (e.g., maintenance windows, urgent incidents, or deployments). Ability to perform essential duties with or without reasonable accommodation. Travel across campus for deskside and lab support; occasional lifting/moving of equipment up to 30 lbs. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required. This position has supervisory duties? No Posting Detail Information Number of Vacancies 1 Desired Start Date Upon completion of a successful search Position End Date (if temporary) Open Date Close Date Applications will be: Screening of applications will begin on June 8, 2026 ; however, applications will continue to be accepted until an adequate applicant pool has been established. Special Instructions This position is not eligible for sponsorship. EEO Statement Montana State University is an equal opportunity employer. MSU does not discriminate against any applicant on the basis of race, color, religion, creed, political ideas, sex, sexual orientation, gender identity or expression, age, marital status, national origin, physical or mental disability, or any other protected class status in violation of any applicable law. In compliance with the Montana Veteran's Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran's preference, please complete the veteran's preference information located in the Demographics section of your profile.