(On-site) Information Technology Support Specialist - Information Technology Services

The department of Information Technology Services at West Virginia University is currently accepting applications for an on-site Information Technology Support Specialist (Professional Technologist 1).

About the Opportunity

The Information Technology Support Specialist position will report to WVU HSC ITS Help Desk and will be the first line of support for the School of Pharmacy and the Center for Excellence and Disabilities. With this role they will provide network account related support and roles, edit webpages with our content management system, train faculty, staff and students and research new technologies that will include testing and deployment.

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

• 37.5-hour work week
  
• 13 paid holidays (staff holiday calendar)
  
• 24 annual leave (vacation) days per year or more based on years of service (employee leave)
  
• 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
  
• 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 programs

What You'll Do

Provide direct support for approximately 4,000 computers supported by ITS. Support includes expertise in Windows and Mac operating systems, expertise troubleshooting Microsoft Office products including Outlook, Word, Excel, Skype, PowerPoint and other technical expertise. Additionally, the position supports any 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.

Direct Desktop Support

• 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 scanners 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 wireless network, configuring devices for email connectivity, and general troubleshooting support of these devices.
• Troubleshoots both hardware and software problems that may arise on Health Sciences Center computers, LANs and VoIP phones, following policies, processes, procedures and associated documentation in compliance with the WVU Information Technology Services and HSC Information
• Technology Services development and security standards, federal and university privacy, confidentiality, and security guidelines relative to securing personal information (generated, stored and/or transmitted electronically) maintained in supported systems. This may involve diagnosing and replacing computer hardware, re-installing application software, working with Vendors, Facilities staff and/or Networking staff, etc. to resolve problems.
• 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.
• Works with the IT Security Director and the Director of Support Services to ensure computers are updated, protected with the universities Anti-Virus solution, data loss prevention software, ensure data is protected, devices are onboarded / offboarded, inventory documented.
• Maintains access by providing information, resources, and technical support documentation for networked access devices.
• Coordinates with WVU Information Security Services teams to conduct information security assessments of vendor-hosted and on-premise applications and information systems.
• Follows policies, processes, procedures and associate documentation in compliance with WVU and HSC security standards, federal and university privacy, confidentiality, and security guidelines relative to securing Protected Health information (PHI) and personal information (generated, stored and/or transmitted electronically) maintained in supported systems.
• Maintains inventory of all hardware, applications and associated required data control requirements for the Pharmacy and CED departments.
• Responsible for working with Information Security in conducting annual risk assessments and remediation efforts, specifically with Coda and HIPAA audit processes

General IT Projects

• Responsible for creating and maintaining technical documentation of HSC ITS Support procedures, processes, and technical solutions.
• Coordinate and/or conduct training sessions for customers regarding computer systems, networks and 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.
• Other duties as assigned.

• Bachelor of Science in engineering or computer science related degree
• A minimum of 0-6 months involving:
  
  
  
  • IT support experience in a complex enterprise environment
  • Technical experience in an IT related field
  • Experience managing, troubleshooting and supporting multiple technological equipment
  • Experience operating systems deployment
  • 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

• 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 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.

Licenses/Certifications

• Valid driver's license. Incumbent must provide own transportation to travel across campus to provide IT support to all University locations.
• Ability to transport multiple computers and equipment to campus buildings.

Physical Demands & Physical Coordination

• Lifting 20-40 lb computers and equipment

West Virginia University is a place of purpose and community. We take pride in our profound impact on the state of West Virginia and are committed to the personal and professional growth of our employees.

From the groundbreaking R1 research at our flagship campus in Morgantown to the career-oriented programs at WVU Potomac State in Keyser, and the technology-intensive programs at WVU Tech in Beckley, the contributions of WVU employees resonate across the state, touching lives and shaping futures.

At WVU, you will discover a supportive community that champions work-life balance and fosters a collaborative atmosphere. Our core values - service, curiosity, respect, accountability and appreciation - unite us as Mountaineers.

Join us at West Virginia University, where your work will make a lasting impact. To learn more about WVU, visit wvu.edu.

West Virginia University is an Equal Opportunity Employer. We invite all qualified applicants regardless of race, color, religion, sex, national origin, age, disability, genetic information, or Veteran status.