Computing Support Specialist
Company Name:
Vanderbilt University
## Description
Field highly diverse computing issues from users and use expert-level problem solving skills to determine appropriate action for resolution. Provide computing expertise, troubleshooting, and administration. Document processes, service level agreements, and end user computing issues and resolutions.
Key Functions and Expected Performances:
1. Ensure the integrity and security of institutional data
1. Adhere to confidentiality and security policies and procedures.
2. Provide adequate security through identification of user types in conjunction with user department.
3. Follow change management procedures
4. Test and verify accuracy of data.
2. Provide technical expertise to resolve end user computing issues to the Vanderbilt
community
1. Receive, document and resolve end user
computer
software and hardware problems
2. Serve as a backup for Video Conferencing Support and administration, help desk, and desktop support.
3. Provide second tier support for local support providers via phone and email. Act as a liaison between customers and third tier support Provide walk-in support for students, faculty and staff. Serve as an escalation point (second tier) for ITS Help Desk calls.
4. Answer phone calls,
tickets
and email requests from local support providers and end users and provide solutions within SLA
5. Troubleshoot problems to determine whether the problem is local or systemic and escalate appropriately
6. Act as second tier escalation for VUMC Help Desk.
7. Coordinate with the Medical Center Help Desk on issues that span both areas (VUmailguard, BCAs, AD administration, etc.).
8. Keep abreast of changes in hardware, software, and technology as they relate to Windows, Macintosh and handheld devices.
9. Participate in problem and incident resolution by providing proper notification, escalation, and documentation.
10. Troubleshoot performance and configuration issues as they relate to the Windows operating system. Act as first point of contact for walk-in customers.
11. Act as a technical resource on projects as assigned by manager
12. Serve as a backup for Video Conferencing Support and administration, help desk, and desktop support
3. Perform Computing Administrative Tasks
1. Perform People Finder administration (3rd-tier People Finder directory management)
2. Perform end user account creation - MySQL, websrv-2, etc,VUweb, MySQL, Unified Communications, WebEx, etc(VUadmin, Proofpoint, VUmail, VUspace, VUadmin, Identitiy Manager,Proofpoint, Vmail, VUspace, VU Gmail, VU Live, etc).
3. Create tickets in the Magic Service Desk queue within SLAs and document solutions appropriately
4. Troubleshoot performance and configuration issues as they relate to the Windows operating system
5. Communicate with the Vanderbilt community for notification of outages and scheduled changes
6. Troubleshoot email issues, list management, Exchange account creation
7. Manage requests for
services
(VUnet ID authentication, Resource ID, OU, MySQL, Vumailguard), manage print servers, support mobile devices,
8. Handle complaints for DMCA, support identity management, manage and support the ITS web environment .
9. Perform high level account administration for local Support providers and for local Support providers and users, provide VUnet Services Administrator training, perform shared mailbox and filespace administration
4. Establish, document, and update standard written procedures and communicate updates.
1. Document technical and operational processes and procedures.
2. Perform updates to end user and LSP support pages on the ITS web server.
3. Train other staff on operational procedures and duties
4. Create tickets in the Magic Service Desk queue within SLAs and document solutions appropriately
## Basic Qualifications
Job requires Bachelor''s and 2 years of experience or the equivalent.
Job: Information Technology
Primary Location: TN-Nashville-Hill Center
Organization: Core Infrastructure 152530
Job Posting: Mar 12, 2014, 8:13:52 AM
Unposting Date: Ongoing
Req ID: 1402962Estimated Salary: $20 to $28 per hour based on qualifications.
Vanderbilt University
## Description
Field highly diverse computing issues from users and use expert-level problem solving skills to determine appropriate action for resolution. Provide computing expertise, troubleshooting, and administration. Document processes, service level agreements, and end user computing issues and resolutions.
Key Functions and Expected Performances:
1. Ensure the integrity and security of institutional data
1. Adhere to confidentiality and security policies and procedures.
2. Provide adequate security through identification of user types in conjunction with user department.
3. Follow change management procedures
4. Test and verify accuracy of data.
2. Provide technical expertise to resolve end user computing issues to the Vanderbilt
community
1. Receive, document and resolve end user
computer
software and hardware problems
2. Serve as a backup for Video Conferencing Support and administration, help desk, and desktop support.
3. Provide second tier support for local support providers via phone and email. Act as a liaison between customers and third tier support Provide walk-in support for students, faculty and staff. Serve as an escalation point (second tier) for ITS Help Desk calls.
4. Answer phone calls,
tickets
and email requests from local support providers and end users and provide solutions within SLA
5. Troubleshoot problems to determine whether the problem is local or systemic and escalate appropriately
6. Act as second tier escalation for VUMC Help Desk.
7. Coordinate with the Medical Center Help Desk on issues that span both areas (VUmailguard, BCAs, AD administration, etc.).
8. Keep abreast of changes in hardware, software, and technology as they relate to Windows, Macintosh and handheld devices.
9. Participate in problem and incident resolution by providing proper notification, escalation, and documentation.
10. Troubleshoot performance and configuration issues as they relate to the Windows operating system. Act as first point of contact for walk-in customers.
11. Act as a technical resource on projects as assigned by manager
12. Serve as a backup for Video Conferencing Support and administration, help desk, and desktop support
3. Perform Computing Administrative Tasks
1. Perform People Finder administration (3rd-tier People Finder directory management)
2. Perform end user account creation - MySQL, websrv-2, etc,VUweb, MySQL, Unified Communications, WebEx, etc(VUadmin, Proofpoint, VUmail, VUspace, VUadmin, Identitiy Manager,Proofpoint, Vmail, VUspace, VU Gmail, VU Live, etc).
3. Create tickets in the Magic Service Desk queue within SLAs and document solutions appropriately
4. Troubleshoot performance and configuration issues as they relate to the Windows operating system
5. Communicate with the Vanderbilt community for notification of outages and scheduled changes
6. Troubleshoot email issues, list management, Exchange account creation
7. Manage requests for
services
(VUnet ID authentication, Resource ID, OU, MySQL, Vumailguard), manage print servers, support mobile devices,
8. Handle complaints for DMCA, support identity management, manage and support the ITS web environment .
9. Perform high level account administration for local Support providers and for local Support providers and users, provide VUnet Services Administrator training, perform shared mailbox and filespace administration
4. Establish, document, and update standard written procedures and communicate updates.
1. Document technical and operational processes and procedures.
2. Perform updates to end user and LSP support pages on the ITS web server.
3. Train other staff on operational procedures and duties
4. Create tickets in the Magic Service Desk queue within SLAs and document solutions appropriately
## Basic Qualifications
Job requires Bachelor''s and 2 years of experience or the equivalent.
Job: Information Technology
Primary Location: TN-Nashville-Hill Center
Organization: Core Infrastructure 152530
Job Posting: Mar 12, 2014, 8:13:52 AM
Unposting Date: Ongoing
Req ID: 1402962Estimated Salary: $20 to $28 per hour based on qualifications.
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