IT Support Specialist(PT2) - HSC Information Technology Services
Posted: June 21, 2022
Application Deadline: Open Until Filled
Job DescriptionAbout the Opportunity
As an IT Support Specialist, you will function as a Professional Technologist for the WVU HSC ITS Help Desk. You will be responsible for providing network account related support and roles, editing webpages using a content management system, training faculty, staff and students and researching new technologies that will include testing and deployment.
At WVU, we strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:
13 paid holidays (staff holiday calendar)
24 annual leave (vacation) days per year
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 (this position is a benefits-eligible non-classified staff position)
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.
(please note: Work Hours for this role are: Must be on call to respond to network emergencies/support 24 hours a day, seven days a week. Must maintain flexible work schedule as some evening and weekend work may be required.)
What you'll do
Independently provide both inbound and outbound support of the technological needs of the WVU Health Sciences Center Faculty, Staff and Students and will handle escalated support issues.
Provide support with web-based help requests and direct telephone calls.
Provide support and training to faculty, staff, and students independently for Learning Management Systems, Content Management Systems, commercial and internally developed Web and Desktop Applications as assigned.
Provide account administration support for the Health Sciences Center faculty and students using Active Directory and administrative tools listed below.
Will have administrative responsibilities within the two-factor authentication portal at West Virginia University to assist faculty and students with account related information.
Facilitate account permissions and roles within the identity management system and will have tools to assist with account related issues.
Has primary support responsibility for the client side of the client/server networks in the Health Sciences Center including new network client installations, client workstation testing and maintenance.
Assist users in logging onto Local Area Networks (LANs), using applications software (including WVU / WVUH applications), and accessing information services.
Support faculty and students with computerized testing within the HSC as well as remote users. This may include exams starting before normal business hours, extending beyond normal business hours, weekends, and holidays.
Troubleshoot both hardware and software problems that may arise on Health Sciences Center computers, LANs and VoIP phones.
Provide networking support/consulting to Health Sciences faculty, staff, and students on computer hardware and software that is supported in departments and on computer networks in the Health Sciences Center and its satellite facilities.
Has support responsibility for the client side of the client/server networks in the Health Sciences Center including new network client installations, client workstation testing and maintenance at a higher support level.
Independently will test software package creations within our Microsoft System Center Configuration networking software.
Bachelor’s degree OR an equivalent combination of education and directly related experience.
Certification or equivalent experience in using Windows OS, and Mac OSX on Local Area Networks, and in standalone configurations.
Two (2) years of experience in the following areas:
Experience in an IT environment (may include end user support, web-based content management, hardware, diagnostics, etc.)
Managing and troubleshooting computer peripherals.
Installing, configuring, maintaining, and troubleshooting Windows and Apple Mac computers.
Providing end user support for computer technology.
Experience with a variety of computer systems and platforms
Knowledge of computer security issues, requirements and trends including an awareness of information security laws (such as HIPAA) and accepted industry practice.