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System Support Specialist

Kent State University, OH
Job Level
Entry-level position
Post Date
07/22/2019
Job Category
Specialist / Associate
Sector
  • Information Technology
Job Status
Areas of Responsibility
  • Network / Systems
  • Support / Help desk
Link to Job Posting

Position Number: 988047
Work Type: Staff/Unclassified
Location: Kent Campus - Kent, OH
Category: Full-time
Home Org/Dept: Academic Operations & Admin - Kent Campus [100780]

Job Title: System Support Specialist, Academic Affairs Operations and Administration

Physical Location: Kent, Ohio

Salary: $43,393 - $56,439

Basic Function: 

Provide comprehensive technical system support for the university’s technology systems, including data analysis, system maintenance, trouble-shooting, and testing. Provide user support for administrators, faculty, and staff. Reports to Director, Technology Portfolio Management – Academic Affairs, or other designee.

Examples of Duties:

  • Duties/essential functions may include, but not be limited to, the following: 

  • Improve usability, usefulness, and desirability of complex, technological application on a university-wide basis in collaboration with users, system administrators, and vendors.

  • Develop and maintain access management permissions, tracking system, policies, and procedures.

  • Utilize vendor’s electronic ticketing system to document and resolve issues, and to request enhancements.

  • Maintain all system instances, including development, test, and production.

  • Develop and maintain tracking system for user issues.

  • Perform trouble-shooting by analyzing and testing system data and processes.

  • Create, update, and maintain user training materials and videos.

  • Provide system training for faculty, administrators, and staff.

  • Attend system developer trainings and conferences to learn about functionality enhancements.

  • Maintain system informational website.

  • Perform related duties as assigned.

Minimum Qualifications: 

Bachelor’s degree in computer science, information technology, management information systems, or related degree. Two or more years of relevant professional experience. –OR– A combination of education, training, and experience equivalent to an associate degree in IS/CS, plus four years of experience in desktop and software support, database concepts, and positive customer service.

License/Certification:
 

Knowledge Of:

  • Database and programming concepts, system validation and testing *

  • User training and system support

  • Experience with Drupal or other content management systems

Skill In:

  • Well-developed skill in written, verbal, and interpersonal communication

  • Data and situational analysis; logical and creative problem-solving

  • Website and software development

Ability To:

  • Synthesize information to make recommendations and implement solutions

  • Self-motivate and work independently and as part of a team

  • Manage multiple assignments and projects

  • Develop training documents and videos *

  • Deliver training presentations to faculty, staff, and administrators at all levels *

  • Communicate effectively with vendor to efficiently resolve system issues *

  • Establish and maintain cooperative working relationships with technical staff, user departments, end users, and vendors *

Preferred Qualifications - if applicable:

Experience working with vendors to obtain support, resolve issues, request enhancements and manage system upgrades.
 

Assessments: 

Asterisk (*) indicates knowledge, skills, abilities which require assessments
 

Working Conditions / Physical Requirements:

Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently to move objects. Incumbent must be able to communicate with others. Incumbent may be required to travel from building to building frequently and off campus occasionally.
 

Disclaimer:

The intent of this description is to illustrate the types of duties and responsibilities that will be required of positions given this title and should not be interpreted to describe all the specific duties and responsibilities that may be required in any particular position. Directly related experience/education beyond the minimum stated may be substituted where appropriate at the discretion of the Appointing Authority. Kent State University reserves the right to revise or change job duties, job hours, and responsibilities.
 

Advertised: Eastern Daylight Time

Applications close: Eastern Daylight Time