Mathematics Department, Information Technology Specialist, Full-time, Non-Exempt, MR08

Position Summary:

This position provides specialized and comprehensive computing support for the Mathematics Department. Operates as the departmental expert for support and problem resolution for desktop computers and peripherals, networked printers, and classroom technology. Performs both local and remote testing to assist faculty, staff, and students in the Math Department with complex software and hardware problems. Installs, maintains, configures, and troubleshoots problems for over 250 desktop computers, laptops, math computing labs, peripherals and software applications. Analyzes requests for equipment and infrastructure upgrades or changes and makes effective recommendations for purchases in consultation with supervisor. Provides oversight of the Math computer classroom and of laptop and iPad carts. This position works with faculty, staff, and graduate students on information technology related projects. Trains and develops training documentation for end users on use of software and hardware. Educates, supports and trains users in all aspects of computer and computer peripheral usage. Fundamentally supports the department’s mission of discovery and dissemination.

Computer Support:

- Build, deploy, manage, and back up computers for staff, faculty, and GTAs in the Math Department

- Troubleshoot technology problems on desktop computers, peripherals, and printers

- Configure and manage computer classroom technologies

- Update and maintain over 250 desktop computers and peripherals including 20 large printers

- Use email, phone, office visits, and remote support sessions to resolve problems; Follow up to ensure problems are resolved

- Create scripts and Group Policy Objects

- Consult with faculty, staff, and students to design and implement technology equipment and resources for complex computing needs

- Research hardware and software computing trends to make recommendations for solving problems

- Work with outside vendors for technology equipment repair and replacement

- Determine future hardware and software needs and make recommendations for purchase in consultation with supervisor

- Consult with the Office of Innovative Technology on classroom and other issues

- Provide support to math events, conferences, and hybrid meetings to include equipment setup, streaming, and other duties

Training and Documentation:

- Instruction students, staff, and faculty on the use of desktop and classroom technology

- Train and assist math department users on university software platforms and technologies

- Provide training sessions for new or frequently used software and hardware

- Create and maintain software and hardware training materials and documentation

- Create internal documentation on computer configurations and technology support processes

- Maintain equipment inventory and organize documentation and process for surplus hardware pickup

- Create processes for lending certain departmental equipment

Communication and Social Media Outreach:

- Develop, research, and manage social media profiles for the department

- Stay abreast of social media trends and technologies

- Establish social media processes and goals for the department to promote its mission and related interests

- Provides social media support for Math department extension and advancement

Required qualifications:

- Associate’s degree required; Bachelor’s degree preferred

- 1-2 years of technical support in a client-server environment

- Experience with computer management and rapid OS deployment

Required skills:

- Ability to manage concurrent projects

- Ability to prioritize and respond in a timely fashion to formal and informal requests for support or training

- Ability to learn new technologies and participate in continuing education

- Ability to work with autonomy and solve complex problems

- Detail-oriented

- Excellent verbal and written communication skills

- Technical problem-solving skills

- High degree of personal accountability

- Knowledge of complex desktop support environment including hardware, software, and imaging

- Strong ability to function as part of a team to achieve the stated goals of the department and respond effectively to help requests

- Ability to adapt rapidly to an ever-changing complex computing environment

Preferred experience and skills:

- Experience with classroom technologies such as projectors, video cameras, Adobe software, office software and scientific word processing, printers

- Knowledge and skill with Linux, Windows, and Apple desktop management

- Knowledge of iOS and Android smartphone configurations

- Knowledge of encryption and wireless networks