General Function
The Distributed User Support Specialist is based in a college or department and supports computer workstations and other technology in offices, labs, and classrooms. The Distributed User Support Specialist may be responsible for scheduling student workers during the periods the labs are open and selecting, training, and supervising student lab assistants. The Distributed Support Specialist installs, maintains, and resolves problems with computers, software, and other equipment in labs, classrooms, and offices, helps to plan technology purchases for the college or department, prepares specifications and configurations for new equipment, prepares documentation relating to hardware and software, assists in installing and maintaining servers, and tracks software licensure renewals and warranty use.
Description of Primary Duties
This full-time position will provide technology support for both the College of Agriculture and Missouri State Outreach by splitting time evenly between each program. In addition to preforming the general function duties listed above, this position will require some traveling to off-campus locations to support staff, instructors, students, office workstations and classroom technology. The Outreach Program consists of 10 off-campus location across southern Missouri. While much of the support can be done remotely there will be times in which traveling to the off-campus classrooms is necessary for troubleshooting technology issues. Whether locally within the College of Agriculture on remotely at one of our Outreach locations, this position will:
1. Ensures that faculty and students can effectively utilize technology resources in labs and classrooms by installing, upgrading, maintaining, and resolving problems with computers, printers, smart boards, multimedia projectors, scanners, document viewers, etc. and equipment particular to a department, such as, cameras, polycoms, plotters, webcams, digital audio and video equipment, microphones, and broadcasting equipment.
2. Ensures high quality lab support services by training, scheduling, and supervising student lab assistants.
3. Provides user support services to faculty and staff in the college or department by installing new computer workstations and software, installing upgrades and patches, and resolving problems.
4. Supports the college or department by installing, maintaining, and resolving problems with servers, providing user account management services, monitoring warranty use and the expiration of software licensing agreements, assisting faculty, staff, and students with wireless connectivity, and troubleshooting and reporting network problems to Computer Services.
5. Helps the college or department acquire new and cutting-edge technology by remaining knowledgeable about emerging trends and new software and equipment, making recommendations for purchasing new software and equipment, preparing specifications and designing configurations, and maintaining documentation of all equipment, software, configurations, licenses, and warranties.
6. May train students in lab-based courses to use the equipment available for the course, such as digital audio and video equipment, cameras, digital editing equipment, broadcasting equipment, etc.
7. May support the unit by assisting in the development of web pages.
8. Ensures that a quality program of support services is continuously offered by meeting regularly with the unit supervisor and faculty/staff to review, assess, and suggest improvements regarding technical support.
9. Coordinates with and utilizes the expertise, support, and equipment of Computer Services by meeting regularly and maintaining communication with the centralized User Support Group of Computer Services regarding procurement, implementation, problem determination and resolution, training, and the development of user computing standards.
10. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
11. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses required by the unit supervisor and/or Computer Services.
12. Contributes to the overall success of the unit by performing all other duties and responsibilities as assigned by the unit supervisor.
Minimum Acceptable Qualifications
Education: An Associate’s degree or equivalent number of college credit hours is required. A Bachelor’s degree, with an emphasis in a computer-related field, is preferred.
Experience: One year of experience installing and supporting a wide range of microcomputer hardware, peripherals, and software is required. Experience in web page design and development is preferred. Supervisory experience is preferred. Work experience in a higher education environment is preferred. Experience working in a help desk or customer service environment is preferred.
Skills: Excellent technical aptitude in the areas of microcomputers and related peripherals is required. A basic understanding of network topologies, file server administration, microcomputer-based application software, and computer-related diagnostic techniques is required. Effective verbal and written communication and customer services skills are required. Must be able to maintain confidentiality in regard to information processed, stored, or accessed by the systems. The ability to perform in a problem-solving capacity including the evaluation of crisis and emergency situations is required. The ability to operate and troubleshoot multi-media presentation systems and other classroom-related equipment is preferred. Demonstrated supervisory ability is preferred.
Other: Must be able to lift and carry objects weighing up to fifty pounds, have sufficient mobility to connect cables which may require climbing ladders or working under desks is required. Must possess visual acuity sufficient for installation and repairs of microcomputers and peripherals, as well as to inspect physical facility conditions.
Equal Opportunity Statement
Non-Discrimination Statement
Missouri State University is a community of people with respect for diversity. The University emphasizes the dignity and equality common to all persons and adheres to a strict non-discrimination policy regarding the treatment of individual faculty, staff, and students. In accord with federal law and applicable Missouri statutes, the University does not discriminate on the basis of race, color, national origin (including ancestry, or any other subcategory of national origin recognized by applicable law), religion, sex (including marital status, family status, pregnancy, sexual orientation, gender identity, gender expression, or any other subcategory of sex recognized by applicable law), age, disability, veteran status, genetic information, or any other basis protected by applicable law in employment or in any program or activity offered or sponsored by the University. Sex discrimination encompasses sexual harassment, which includes sexual violence, and is strictly prohibited by Title IX of the Education Amendments of 1972.
This policy shall not be interpreted in a manner as to violate the legal rights of religious organizations or of military organizations associated with the Armed Forces of the United States of America.
The University maintains a grievance procedure incorporating due process available to any person who believes he or she has been discriminated against. Missouri State University is an Equal Opportunity employer. Inquiries concerning the complaint/grievance procedure related to discrimination on the basis of a protected class, including sexual harassment and sexual assault, or compliance with federal and state laws and guidelines, should be addressed to the Director, Office for Institutional Compliance, Carrington Hall 205, 901 S. National Ave., Springfield, Missouri 65897,
[email protected], 417-836-4252.
