IT User And Application Support Specialist
Reporting to the Director of Business Applications & Data Management, the IT User and Application Support Specialist (IT Specialist) provides a high level of customer service and technical expertise to Facilities Services (FS). The IT Specialist is responsible for both user support and application support, ensuring smooth IT operations and maintenance of FS applications.
Responsibilities
- Provide Tier I & II support for specialized Facilities software application systems.
- Offer end-user support for IT-related issues across PCs, Macs, printers, tablets, and phones.
- Handle technology requests and service tickets, working closely with Facilities Services and IT Services.
- Perform software installations, upgrades, and configuration in line with established IT policies.
- Analyze data and prepare reports to maintain the accuracy and integrity of software applications.
- Maintain security and data management across various platforms.
- Provide training to users on IT systems and best practices.
- Perform onboarding/offboarding activities.
- Create technical documentation, including but not limited to process workflows.
- Manage the inventory of computers, laptops, tablets, phones, software and email distribution list hosts.
- Performs set-up, installation, and configuration of desktop hardware and software in compliance with internal controls, policies, and standards.
- Coordinates and implements updates to network hardware, software systems, and applications.
- Perform other duties as assigned.
Minimum Qualifications
Education: Minimum requirements include a college or university degree in related field.
Work Experience: Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline.
Preferred Qualifications
- Bachelor's degree in computer science, information technology, or related field.
- At least 3 years of experience in IT support, including user and application support.
- Experience with PCs, Macs, printers, tablets, and phones in a diverse user environment.
- Knowledge of FS application systems (Maximo, Archibus, e-Builder, Yardi, B2G, LCPtracker, and Energy Cap) and IT Service Management software (Service Now).
- ITIL 4 Foundation certification.
- Quick adaptability to learning new application systems.
- Proficiency with Microsoft Office Suite, Project, and Visio.
- Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment.
- Experience managing tickets in an IT Service Management tool (e.g., ServiceNow).
- Experience supporting Mobile Device Management (MDM) software such as VMWare's AirWatch.
- Knowledge of SQL, Tableau, Power BI, and Crystal Reports.
- Familiarity with personnel, accounting, financial, and project management concepts is advantageous.
Preferred Competencies
- Strong problem-solving abilities and analytical skills.
- Excellent verbal and written communication skills.
- Demonstrated ability to relate business issues to technology and vice versa including ability to present technical information to non-technical audiences.
- Ability to work independently and as part of a team.
- High level of professionalism and confidentiality in handling sensitive matters.
- Effective in planning, organizational skills, and attention to detail.
- Customer service focus and interpersonal skills are essential.
Working Conditions
- Ability to work in a standard office environment.
- Ability to sit for extended periods.
- Prolonged computer usage (up to 4 hours).
- Ability to travel to and work at various locations across campus.
- Ability to work non-traditional work hours to meet deadlines.
Application Documents
- Resume (required)
- Cover Letter (required)
- List of References (required)
When applying, the documents MUST be uploaded via the My Experience page, in the section titled Application Documents of the application.