Systems Support Specialist
The Iowa State University Library is currently seeking qualified candidates for a Systems Support Specialist I/II. The Systems Support Specialist is responsible for the daily operations of the University Library Tech Lending service desk and providing leadership and supervision of 15-20 part-time employees to facilitate quality customer service and technical support of university-owned computers, tablets, peripherals, and other electronic devices. The person in this role works late morning to early evening hours, with a possibility of weekend hours as needed.
As part of the Library IT Desktop Support Team, the qualified candidate will be excited to offer recommendations for improvements to the Library’s Tech Lending program and provide excellent service to support the computing and technology needs of Library patrons and students at Iowa State University. This position will also contribute to technical projects within the University Library in support of public computing, printing, classrooms, computer labs, and group meeting rooms.
The Systems Support Specialist will establish and document workflow, processes, goals, and policies; develop standards and procedures necessary to improve the efficiency and effectiveness of operations; update training material for new and existing desk attendant staff; manage coverage, time approvals, performance reviews, and hiring/dismissal of part-time employees; verify that support issues are taken care of in a timely manner. Additionally, this position will be responsible for processing fines and fees, running service and usage reports, maintaining and performing inventory audits, and submitting purchase requests for new equipment.
The general scope of technical responsibilities includes providing routine and preventative maintenance and upgrades to hardware and software; troubleshooting and problem reporting; end-user training and assistance. Desktops and laptops are predominantly Apple and Dell. Operating systems supported are Mac OSX, Windows 10, Apple iOS, and Android OS. Applications supported including, but not limited to MS Office, Office 365, Adobe Acrobat & Adobe Creative Cloud, SCCM, Jamf Pro, DeepFreeze, TCP/IP-based applications, Internet Explorer, FireFox, Safari, Chrome, ServiceNow, LabStats, and utility programs.
The successful candidate is self-motivated with a passion for working in the IT field; has the willingness and ability to learn new technologies as needed; has strong analytical and problem-solving skills; has strong oral, written, and interpersonal communication skills; has excellent organizational skills with the ability to multi-task, prioritize and manage time effectively while also ensuring accuracy of work through attention to detail; has supervisory experience.
ISU students, staff, and faculty strive to overcome historical and divisive biases in our society. Library staff must embrace an environment of inclusion that moves beyond simple tolerance to recognizing the richness in individual identities of people, and diverse perspectives. We are an equal opportunity employer committed to recruiting and retaining a diverse workforce.