Skip to Main Content
Community/Job Board/Job Board/Customer Support/User Support Specialist

User Support Specialist

Posted: June 10, 2022
Description
Skills
Education
Company Description

The User Support Specialist provides first-level technology support on a wide range of applications and platforms for faculty, staff, and students and assists with the daily operations of the IT Service Desk.

Essential Duties & Responsibilities
• Provide first-level support for faculty, staff, and students by tracking and resolving reported problems and service requests related to user accounts, software applications, operating systems, computer hardware, and network connectivity by means of telephone, email, and face-to-face consultation.
• Assist with the operation of the IT Service Desk including recruitment, scheduling, training, and supervision of student assistants.
• Monitor tickets in the service desk management software and coordinate with various IT groups to ensure that end-user questions are answered and/or forwarded to an appropriate staff member in a timely manner.
• Provide first-level support for current versions of supported software products including but not limited to: Windows and MAC operating systems; Office365 applications for MAC and Windows.
• Create, maintain, and update user documentation for supported hardware and software for internal Information Technology use as well as for the IT Knowledge Base.
• Assist with the delivery of technology training for the supported software applications.
• Participate in internal project teams tasked with conducting research, testing, and implementation of technology solutions to end-users.
• Respond to technical emergencies outside of normal working hours as needed.
• Ensure compliance with security, access, and other IT policies and procedures.
• Stay informed about IT Service Management and new technologies by reading journals, conducting research on the web, maintaining contact with vendors, attending seminars, and participating in professional organizations.
• Additional responsibilities as directed by the supervisor consistent with rank and position.

Interested applicants should submit a resume and cover letter via the URL link:

https://jobs.stonehill.edu/postings/22600

Applicants who will enrich the diversity of the campus community are strongly encouraged to apply.  Stonehill College is an equal opportunity employer committed to diversity.

Direct experience supporting current versions of supported software and hardware is required. A demonstrated commitment to customer service and the ability to follow problems through to resolution is required. Demonstrated capacity for self-directed learning is required. Demonstrated ability to work effectively and collegially with colleagues is required. Excellent analytical, organizational, and communication skills are required. The ability to work independently on multiple assignments and to work collaboratively within a team is required.

A Bachelor’s Degree or equivalent combination of education and experience are required; is required; a degree in Computer Science, Information Systems, or a closely related field is preferred. A minimum of one year of experience as a support specialist in an enterprise environment is required; a higher education environment is preferred.

Founded by the Congregation of Holy Cross in 1948, Stonehill is a private Catholic college located just 22 miles from downtown Boston on a beautiful 384-acre campus in Easton, Massachusetts. With a student-to-faculty ratio of 13:1, the College engages its 2,500+ students in 80+ rigorous academic programs in the liberal arts, sciences, and pre-professional fields.

Faithful to the Holy Cross tradition in education, Stonehill College is committed to developing the moral, spiritual, intellectual, physical, and social competencies of its students and seeks to build and sustain a campus community that embraces diversity and inclusion in its teaching, learning, living, and working. Stonehill values the diversity of persons, opinions, and cultural and religious perspectives. In fulfillment of its motto, Lux et Spes (“Light and Hope”), the College cultivates in its students the competence to think, act, and lead with courage towards creating a more just and compassionate world.

Description

The User Support Specialist provides first-level technology support on a wide range of applications and platforms for faculty, staff, and students and assists with the daily operations of the IT Service Desk.

Essential Duties & Responsibilities
• Provide first-level support for faculty, staff, and students by tracking and resolving reported problems and service requests related to user accounts, software applications, operating systems, computer hardware, and network connectivity by means of telephone, email, and face-to-face consultation.
• Assist with the operation of the IT Service Desk including recruitment, scheduling, training, and supervision of student assistants.
• Monitor tickets in the service desk management software and coordinate with various IT groups to ensure that end-user questions are answered and/or forwarded to an appropriate staff member in a timely manner.
• Provide first-level support for current versions of supported software products including but not limited to: Windows and MAC operating systems; Office365 applications for MAC and Windows.
• Create, maintain, and update user documentation for supported hardware and software for internal Information Technology use as well as for the IT Knowledge Base.
• Assist with the delivery of technology training for the supported software applications.
• Participate in internal project teams tasked with conducting research, testing, and implementation of technology solutions to end-users.
• Respond to technical emergencies outside of normal working hours as needed.
• Ensure compliance with security, access, and other IT policies and procedures.
• Stay informed about IT Service Management and new technologies by reading journals, conducting research on the web, maintaining contact with vendors, attending seminars, and participating in professional organizations.
• Additional responsibilities as directed by the supervisor consistent with rank and position.

Interested applicants should submit a resume and cover letter via the URL link:

https://jobs.stonehill.edu/postings/22600

Applicants who will enrich the diversity of the campus community are strongly encouraged to apply.  Stonehill College is an equal opportunity employer committed to diversity.

Skills

Direct experience supporting current versions of supported software and hardware is required. A demonstrated commitment to customer service and the ability to follow problems through to resolution is required. Demonstrated capacity for self-directed learning is required. Demonstrated ability to work effectively and collegially with colleagues is required. Excellent analytical, organizational, and communication skills are required. The ability to work independently on multiple assignments and to work collaboratively within a team is required.

Education

A Bachelor’s Degree or equivalent combination of education and experience are required; is required; a degree in Computer Science, Information Systems, or a closely related field is preferred. A minimum of one year of experience as a support specialist in an enterprise environment is required; a higher education environment is preferred.

Company Description

Founded by the Congregation of Holy Cross in 1948, Stonehill is a private Catholic college located just 22 miles from downtown Boston on a beautiful 384-acre campus in Easton, Massachusetts. With a student-to-faculty ratio of 13:1, the College engages its 2,500+ students in 80+ rigorous academic programs in the liberal arts, sciences, and pre-professional fields.

Faithful to the Holy Cross tradition in education, Stonehill College is committed to developing the moral, spiritual, intellectual, physical, and social competencies of its students and seeks to build and sustain a campus community that embraces diversity and inclusion in its teaching, learning, living, and working. Stonehill values the diversity of persons, opinions, and cultural and religious perspectives. In fulfillment of its motto, Lux et Spes (“Light and Hope”), the College cultivates in its students the competence to think, act, and lead with courage towards creating a more just and compassionate world.

Position Overview

Company

Stonehill College

Location

North Easton, MA

Job Type

Full time

Apply Now

Position Details

Description

The User Support Specialist provides first-level technology support on a wide range of applications and platforms for faculty, staff, and students and assists with the daily operations of the IT Service Desk.

Essential Duties & Responsibilities
• Provide first-level support for faculty, staff, and students by tracking and resolving reported problems and service requests related to user accounts, software applications, operating systems, computer hardware, and network connectivity by means of telephone, email, and face-to-face consultation.
• Assist with the operation of the IT Service Desk including recruitment, scheduling, training, and supervision of student assistants.
• Monitor tickets in the service desk management software and coordinate with various IT groups to ensure that end-user questions are answered and/or forwarded to an appropriate staff member in a timely manner.
• Provide first-level support for current versions of supported software products including but not limited to: Windows and MAC operating systems; Office365 applications for MAC and Windows.
• Create, maintain, and update user documentation for supported hardware and software for internal Information Technology use as well as for the IT Knowledge Base.
• Assist with the delivery of technology training for the supported software applications.
• Participate in internal project teams tasked with conducting research, testing, and implementation of technology solutions to end-users.
• Respond to technical emergencies outside of normal working hours as needed.
• Ensure compliance with security, access, and other IT policies and procedures.
• Stay informed about IT Service Management and new technologies by reading journals, conducting research on the web, maintaining contact with vendors, attending seminars, and participating in professional organizations.
• Additional responsibilities as directed by the supervisor consistent with rank and position.

Interested applicants should submit a resume and cover letter via the URL link:

https://jobs.stonehill.edu/postings/22600

Applicants who will enrich the diversity of the campus community are strongly encouraged to apply.  Stonehill College is an equal opportunity employer committed to diversity.

Skills and Experience

Direct experience supporting current versions of supported software and hardware is required. A demonstrated commitment to customer service and the ability to follow problems through to resolution is required. Demonstrated capacity for self-directed learning is required. Demonstrated ability to work effectively and collegially with colleagues is required. Excellent analytical, organizational, and communication skills are required. The ability to work independently on multiple assignments and to work collaboratively within a team is required.

Education

A Bachelor’s Degree or equivalent combination of education and experience are required; is required; a degree in Computer Science, Information Systems, or a closely related field is preferred. A minimum of one year of experience as a support specialist in an enterprise environment is required; a higher education environment is preferred.

Company Description

Founded by the Congregation of Holy Cross in 1948, Stonehill is a private Catholic college located just 22 miles from downtown Boston on a beautiful 384-acre campus in Easton, Massachusetts. With a student-to-faculty ratio of 13:1, the College engages its 2,500+ students in 80+ rigorous academic programs in the liberal arts, sciences, and pre-professional fields.

Faithful to the Holy Cross tradition in education, Stonehill College is committed to developing the moral, spiritual, intellectual, physical, and social competencies of its students and seeks to build and sustain a campus community that embraces diversity and inclusion in its teaching, learning, living, and working. Stonehill values the diversity of persons, opinions, and cultural and religious perspectives. In fulfillment of its motto, Lux et Spes (“Light and Hope”), the College cultivates in its students the competence to think, act, and lead with courage towards creating a more just and compassionate world.

Become a Member

Complete the application for Institution Membership to start using NERCOMP member benefits now!

Get Started