Support Services (Professional Technologist I) - Community Engagement - Information Technology Services

Description

The Department of Community Engagement in Information Technology Services at West Virginia University Health Science Center is currently accepting applications for Support Services (Professional Technologist I)

About the Opportunity

This position provides computer and network support to the WVU Health Sciences Center schools and programs. The position is responsible for maintaining up-to-date knowledge on a wide variety of computer systems and applications used at WVU supporting academic medicine and clinical research and needs to have the ability to quickly and accurately research solutions to resolve any IT issues dealing with endpoint devices. A high level of customer service is expected. A professional demeanor, excellent verbal and written communication skills, and the ability to work independently and as part of a team are required.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 13 paid holidays (staff holiday calendar)

• 24 annual leave (vacation) days per year

• 18 sick days per year

(for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)

• WVU offers a range of health insurance and other benefits (this position is a benefits-eligible non-classified staff position)

• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.

• Wellness program

What you'll do:

• Provide direct support for approximately 3,000 computers supported by ITS. Support includes troubleshooting Windows, Mac, and Linux operating systems and Microsoft Office products including Outlook, Word, Excel, PowerPoint, Teams, and SharePoint. Additionally, the position supports many software applications and/or hardware devices that are used by the customer for WVU business, academic, or research purposes.
• Identify, research, and propose hardware, software, and services that will enhance and/or improve customer technology needs.
• Provides direct desktop support including computer maintenance, troubleshooting, system set-up, software installation, and system updates.
• Provides Printer and IT peripheral support, including setup and configuration of many models of printers and scanner
  
  connected to the WVU network. Responsible for resolving client device printing issues.
• Responsible for maintaining and supporting devices used for clinical research.
• Responsible for troubleshooting issues with AV equipment in conference rooms and classrooms supported by ITS.
• Provides mobile device support including connecting a variety of smartphones, tablets, and devices to the wirele
  
  network, configuring devices for email connectivity, and general troubleshooting support of these devices.
• Provides network and telecommunication support to include configuring network switch interfaces for data and voice
  
  networks, toning and testing network jacks, tracing connections through patch panels to switch stacks, and resolving
  
  issues with network interface cards associated with endpoint devices.
• Operating system deployment. Using ITS systems including SCCM, Azure, and JAMF to deploy operating system images to Windows and Mac computers.
• Network security responsibilities include installing, configuring, and troubleshooting anti-virus clients, malware prevention tools and scans, remediating malware, and virus infections, and proactively working with end users to promote safe online practices. Works with Information Security and customers to remediate vulnerabilities found by network scans, Data stewards for endpoint devices, including prevention and remediation tasks involving confidential information found on client computers.
• Provides support for wireless networks in all WVU locations including connecting computers, laptops, tablets, phones, freezers, smart TVs, and other systems to WVU's various secure wireless networks.
• Responsible for creating and maintaining technical documentation of ITS procedures, processes, and
  
  technical solutions.
• Coordinate and/or conduct training sessions for customers regarding computer systems, networks, software, and
  
  hardware as needed.
• Evaluate, research, and develop new methodologies to complete processes, as needed, and recommend solutions to
  
  problems and errors which may be discovered.
• Keep up to date with new and evolving technology by utilizing internet sources, manuals, training, networking with peers, and any other means available
• Rotate shifts covering on-call schedule addressing network emergencies/helpdesk support 24 hours a day, seven days a week.

Qualifications

• Bachelor of Sciences in an engineering or computer science related degree.
• A minimum of 0-1 year of experience in the following:
  
  
  • IT support experience in a complex enterprise environment.
  • Experience managing, troubleshooting, and supporting multiple technological equipment.
  • Experience with operating systems deployments
  • Customer support experience
• 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

• Excellent oral and written communication skills are essential.
• Demonstrated excellence in listening skills.
• Excellent organizational skills
• Strong Commitment to customer service
• Mature and effective interpersonal skill
• Ability to work collaboratively within an academic healthcare environment
• Ability to manage projects
• Must be enterprising, judicious, entrepreneurial and diplomatic
• Knowledge of design, installation, and implementation of complex networks in an educational or healthcare environmen
• An awareness of information security laws such as HIPAA, and accepted industry practice.
• Must be able to provide advanced technical support for various hardware platforms, operating systems, and software packages (including Microsoft Office and Office 365). Complex problem-solving skills and excellent research skills are required. Must be able to partner/communicate with other ITS support groups on a knowledgeable level.
• Must have ability to prioritize multiple projects simultaneously and be able to make decisions independently. Must be able to articulate clearly and concisely to a wide variety of multicultural users. Strong communication skills in English, both written and oral are required.
• Excellent customer service is essential. The incumbent must show strong interpersonal skills, with the ability to interact professionally with all levels of the WVU organization, including management positions at all levels, technical staff, managers, and end users.
• The ability to work effectively under pressure is required
• Must have the ability to work both independently and as part of a team. Must demonstrate the ability to reason logically, analyze and resolve IT problems in complex situations and environments.
• Must demonstrate the ability to manage, coordinate, and prioritize multiple tasks and workloads at the same time.
• Ability to research and follow instructions on a wide array of technologies, both from internal and external resources.
• Must have the ability to analyze complex IT situations, clearly define and document relevant data and processes, and
  
  logically test and work through solutions. Ability to document solutions, processes, and procedures in a clear logical
  
  manner is required.
• Technical expertise in Windows, Linux and Mac operating systems, productivity suites, word processing and spreadsheet applications.
• Experience supporting computers and networks in a large complex environment is preferred.
• Ability to automate processes and solutions using programmatic scripting languages including batch files and PowerShell.

Preferred Qualifications

• CompTIA A+ Certification preferred
• Apple Macintosh Service Certification preferred
• Microsoft Certifications preferred
• Unix Certifications preferred
• Extron / Crestron Certifications preferred

• Valid Driver's License is required