Support Specialist - Rice University

The Support Specialist provides technical support on desktop computing hardware, software, peripherals, and network connectivity for faculty and staff of assigned divisions. The Support Specialist provides support, instruction, and advice regarding all aspects of desktop computing resources. This position applies developed subject matter knowledge to solve common and complex issues within established guidelines. This position will serve as part of the Office of Information Technology (OIT) Academic Support team. Flexible Work Schedule is available.

Essential Functions

• Provides first-line technical support on Desktop Computing software, hardware, peripherals, and networking systems for faculty and staff of assigned divisions
• Designs, develops, documents, tests or modifies computer systems or programs based on user or system design specifications
• Applies systems analysis techniques and procedures to determine hardware, software, or system functional specifications
• Researches, recommends, and implements approved standards used throughout the unit and contributes to the development of the client support strategy
• Investigates and tests new tools, systems, techniques, and software products
• Works on projects requiring expertise and creativity in analysis and deployment of technology
• Acts as a team or project leader for small to medium scope projects, provides direction to team activities, and facilitates information validation
• Promotes computer literacy among departmental clients and team members
• Performs all other duties as assigned

• Keeps clients and team members informed about new computing software, hardware, and information resources
• Provides one-on-one, small group, or classroom instruction for faculty and staff with a departmental focus on materials

• Bachelor's Degree in IT, Engineering, Computer Science, or related field
• 2 years of related experience in diagnosing and resolving software and hardware incidents, including operating systems (Windows and Mac)
• 2 years of related experience in installation, configuration, and ongoing usability of desktop computers, and peripheral equipment
• 2 years of related experience with multiple applications that are deployed and utilized within the client base such as software & e-mail applications

• In lieu of the experience requirement, additional related education, above and beyond what is required, on an equivalent year for year basis may be substituted
• In lieu of the education requirement, additional related experience, above and beyond what is required, on an equivalent year for year basis may be substituted

• Demonstrated intermediate knowledge of the concepts, practices, and procedures of desktop support
• Good analytical, collaborative, creative, problem-solving, research, and verbal and written communication skills
• Proven ability to train end-users

• Experience
  • Practical experience as a consultant in a computing environment
  • Experience in an academic computing environment
  • Linux skills are a plus
• Skills
  • Mac and Windows Certified Technician
  • Basic understanding of Audio/Visual (A/V) equipment
  • Ability to connect mobile devices (laptops, etc.) to A/V gear in conference rooms to support presentations
  • Ability to troubleshoot basic A/V connectivity issues to mobile devices

Rice University HR / Benefits website
https://knowledgecafe.rice.edu/benefits

Rice University is an Equal Opportunity Employer with commitment to diversity at all levels, and considers for employment qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national or ethnic origin, genetic information, disability or protected veteran status.

Current Rice University COVID policies, which include vaccination, face mask, testing, gatherings, occupancy limits, and travel policies can be found here: https://coronavirus.rice.edu/policies