Support Specialist II

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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 main function of the position is configuring, maintaining and supporting the Windows and OS X platforms. The library is frequently open seven days per week, employs approximately 100 staff, and maintains a number of computer labs.  The position requires experience supporting desktop computing in an enterprise environment.

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 variety of issues.  
  • Makes 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, provides remote problem resolution when possible.
  • Supports and configures local and cloud based software
  • Works with Central IT on a regular basis
  • Researches, recommends and implements hardware and software purchases and configurations to meet client needs and ensures compatibility with library and university systems and architecture
  • Investigates and tests new tools, systems, techniques, and software products
  • Works on projects requiring expertise and creativity in analysis and deployment of technology
  • Provides first line technical support on desktop computing software, hardware, peripheral and networking systems
  • May act as a team or project leader
  • Performs all other duties as assigned

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 years of related experience supporting desktop computing in an enterprise environment and experience in the installation and configuration of Macintosh and Windows desktop computers
  • Demonstrated experience with a variety of hardware and software devices and interfaces
  • An understanding of networking as it relates to desktop computing
  • Experience with tracking problems and problem resolution
  • A proven ability to train end users
  • Good analytical, collaborative, creative, problem solving, research, and verbal and written communication skills

Preferences:

  • Ability to write basic scripts