"Support Specialist II"

Position Summary

Fondren Library at Rice University seeks a Support Specialist II. The position provides support to the library community for a variety of hardware- and software-related issues. The position's primary function is to configure, maintain, and support the Windows and macOS platforms. The library is frequently open seven days per week, employs approximately 110 staff, and maintains several computer labs. The position requires experience supporting desktop computing in an enterprise environment.

The ideal candidate for this job will be proficient in Windows and Mac operating systems, including installing, updating, and troubleshooting software. They will have experience managing software deployments, updates, and configurations using SCCM and JAMF for Macs. They will understand network setup and IP configuration and be able to quickly address connectivity issues. They should be skilled in administering user accounts, groups, and permissions within Active Directory. They will understand basic cybersecurity, particularly spotting phishing attempts and managing access control. Excellent problem-solving, communication, and training skills are essential as the ideal candidate will support and educate users.

Workplace Requirements

This position is offered as a hybrid role, combining both in-office and remote work to provide flexibility and support collaboration. The individual in this role will work on campus 80% of the time during a typical week, after three months of employment. Per Rice policy 440, work arrangements may be subject to change.

Hiring Range

This is a full-time, benefits-eligible position, with a proposed hiring salary of $70,000 to $73,000 annually, commensurate with experience and qualifications. Benefits include no state or local income tax, 21 benefit days, a range of retirement opportunities including TIAA/CREF, health and life insurance, and tuition waivers. Exempt (salaried) positions under FLSA are not eligible for overtime.

Minimum Requirements

• Bachelor's Degree
  In lieu of the education requirement, additional related experience, above and beyond what is required, on an equivalent year-for-year basis may be substituted
• Two or more (2+) years of related experience supporting computing in an enterprise environment, including installation and configuration of Macintosh and Windows desktop computers
  In lieu of the experience requirement, additional related education, above and beyond what is required, on an equivalent year-for-year basis may be substituted

Skills:

• Strong abilities in diagnosing and resolving issues with hardware (computers, printers, scanners, etc.) and software
• Proficiency with various operating systems (primarily Windows and Mac) and understanding how to install, update, and troubleshoot software
• Basic knowledge of network setup, troubleshooting, and IP configuration
• Proficiency in managing and deploying software, updates, and configurations using Microsoft System Center Configuration Manager (SCCM) and JAMF for Mac devices
• Familiarity with cybersecurity basics, like identifying phishing attempts and managing access control
• Good analytical, collaborative, creative, problem-solving, research, and verbal and written communication skills
• Ability to train end users

Preferences

• Knowledge of scripting

Essential Functions

• Installs, configures, and maintains software used by the library
• Supports library-related hardware and software
• Provides computer support to the library community on a variety of issues.
• Make recommendations about what technology might be appropriate for a given use case
• Applies library and university security policy
• Supports the lifecycle replacement of desktop computers
• Diagnoses and resolves end-user problems; responds to escalated issues from clients and other support teams; performs triage and provides remote problem resolution when possible.
• Supports and configures local and cloud-based software
• Ability to coordinate with Central IT for aligning library-specific needs with campus-wide IT infrastructure, policies, and security standards
• Research, recommend, and implement hardware and software purchases and configurations to meet client needs and ensure compatibility with library and university systems and architecture
• Investigate and test new tools, systems, techniques, and software products
• Works on projects requiring expertise and creativity in the analysis and deployment of technology
• Provides first-line technical support on desktop computing software, hardware, peripherals, and networking systems
• May act as a team or project leader
• Ability to document solutions, procedures, and common troubleshooting steps
• Performs all other duties as assigned

Special Instructions to Applicants: Applicants should attach a resume and cover letter in PDF format to the Supporting Documents section of the application.