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User Support/Application Specialist

USER SUPPORT/APPLICATION SPECIALIST
JOB POSTING #954

Starting Salary: Dependent Upon Qualifications
Closing Date: Until Filled

How to Apply

The User Support / Applications Specialist works as a member of the user support team in the Information Technology Department at Claremont Graduate University. Duties include application software support for students, faculty and staff and system administration. The regular hours for this position are 8:30 am– 5:00 pm. Hours may vary due to needs of the department or University.

ESSENTIAL FUNCTIONS:

  1. Works with user support team in collaboration with other IT team members on a variety of technical, administrative and secretarial duties for the User Services group and the IT department.
  2. Troubleshoots, diagnoses, assists and resolves software and hardware problems or upgrades for campus users, entering tickets into helpdesk the system, answering phones, and prepares documentation and reports of activities.
  3. Provides high level technical support for printers and other peripherals.
  4. Assists in the design, implementation and maintenance of the Employee Computer Program.
  5. Serves as primary lead in maintenance of classroom, computer lab and loanable computers.
  6. Works with student staff to assess and maintain student facing computers and peripherals.
  7. Assists in the deployment of the desktop image.
  8. Provides Computer and Enterprise Applications support and training for systems such as Windows, Mac, Office, PeopleSoft and email.
  9. Provides backup support for other staff members in the information technology department, namely Audio Visual, Classroom and Instructional Technology support.
  10. Performs other essential duties and tasks specific to the position and assist other IT staff members as needed.

REQUIRED KNOWLEDGE, SKILLS, and ABILITIES:
Individual must possess knowledge, skills and ability to be able to successfully perform the essential functions of the position, or be able to explain or demonstrate how the essential functions will be performed, with or without reasonable accommodation, using some other combination of skills and abilities.

  1. Expert knowledge of desktop software including collaboration, office productivity, presentation and networking tools and services.
  2. Excellent knowledge of troubleshooting skills consisting of cross platform support for desktops and laptops on both Windows and Macintosh OS.
  3. Highly skilled in printer and other peripheral problem solving.
  4. Good communication skills.
  5. Able to work in cross-functional teams.
  6. Ability to deal calmly with frustrated users.

PHYSICAL REQUIREMENTS:

  1. Must be able to safety lift up to twenty pounds to waist level unassisted.
  2. Must be able to sit, stand, walk, bend, climb, push, pull, stoop, twist, and stretch.

EDUCATION/EXPERIENCE:
Bachelor’s degree preferred or any combination of education, Training, or experience that provides the required knowledge, skills, and ability. Three+ years’ experience.