Job Title (code): IT Specialist III (9806)
Purpose
Purpose:
Assist in managing a help desk that provides technical support to clients by phone, e-mail, or in
person. Administer systems like ITSM, SharePoint, Wiki as well as Help Desk machines. Assist with the
hiring, discipline, and supervision of full-time employees.
Essential Functions
Function 1:
Provide quality assurance and act as client advocate by reviewing all open tickets and communicating
between other OIT groups and the client as necessary.
50 % Time
Function 2:
Provide leadership, training, and expertise to full-time employees.
20 % Time
Function 3:
Create and update internal Wiki and external documentation/web pages.
10 % Time
Function 4:
Complete supervisory tasks within ITSM, Wiki, LiveSupport, IPCM, WhenToWork and on Help Desk
workstations.
10 % Time
Function 5:
Develop and provide training to faculty, and staff as is necessary.
10 % Time
Function 6:
% Time
Function 7:
% Time
Function 8:
% Time
Marginal/Incidental Functions
Marginal/Incidental Functions:
Other related functions as assigned.
Qualifications
Required Qualifications:
IT SPECIALIST III (Official Title) Minimum Qualifications Associate's Degree in related field and four
years of related computing work experience; or any equivalent combination of education, training and
experience. The following knowledge, skills, and abilities are required: Prior experience with specific
systems, equipment and software may be specified as needed by department. Knowledge of principles
of computing and communications networks, and characteristics of computing hardware and software
used in distributed environment. Ability to operate computer keyboards and to install computer
hardware. Ability to assimilate, retain and utilize technical and applications-oriented information.
Preferred Qualifications:
Telephone support experience and strong diversified customer service background in a computer
related field. Management or supervisory experience in a Help Desk or Call Center and higher
education environment. Strong understanding of ITIL incident management processes. Experience
with Help Desk tracking software such as HEAT, ITSM or Remedy. Performing quality assurance tasks
by monitoring, tracking and reviewing of all active incidents/requests to ensure support objectives are
met, including acting as intermediary between client and OIT personnel. Experience in creating reports
using Crystal Reports. Experience in MS SharePoint, Front Range IPCM, LiveSupport, Wiki, Listserv,
Dreamweaver, Expressions Web, HTML, database structure, and workstation administration.
Understanding of project management disciplines. Certifications in supported technologies preferably
in Crystal Reports and/or ITIL. Excellent organization, teamwork, problem-solving, and communication
(verbal and written) skills. Ability to work well with people in all levels of the organization.