Computer Support Specialist II

Montana State University; Bozeman (MT); On-site; USD 32,000 - 34,000; Full time

Job summary

Montana State University is seeking a full-time Computer Support Specialist II to support the University Police Department (UPD), Parking Services, and Emergency Management with technical support and service management for public safety technologies.

Responsibilities include troubleshooting, desk-side and field support, and coordinating with UIT teams and vendors to ensure secure, reliable technology services. A background in enterprise IT and strong customer service is required.

Qualifications

• Experience providing technical support in a networked enterprise or higher education setting.
• Hands-on experience with endpoint technologies including OS, devices, and productivity tools.
• Proven ability to deliver excellent customer service via ticketing, remote, deskside, and field support.
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN) and ITSM concepts.
• Ability to work with public safety technologies and vendor coordination.

Responsibilities

• Troubleshoot incidents and service requests via ticketing, remote, deskside, and field support.
• Provide technical guidance to UPD, Parking Services, and Emergency Management.
• Maintain inventory and contribute to lifecycle planning and improvements.
• Support public safety tech such as records management, body-worn cameras, and in-car video systems.
• Coordinate with vendors and internal UIT teams to ensure reliable service.

Skills

Technical support enterprise env

Customer service

ITSM basics

Public safety tech awareness

Job description

Position Information

Announcement Number

Announcement Number STAFF - VA - 27155

For questions regarding this position, please contact:

The full-time Computer Support Specialist will provide IT support to the University Police Department ( UPD ), including Parking Services and Emergency Management, while supporting specialized public safety technologies and services critical to daily operations.

Position Number

Position Number 4M0282

Department

Department University Information Technology

Division

Division VP for Information Technology

Appointment Type

Appointment Type Classified

Contract Term

Contract Term Fiscal Year

Semester

If other, specify From date

If other, specify End date

FLSA

FLSA Non-Exempt

Union Affiliation

Union Affiliation FOCUS-MFPE

FTE

FTE 1.0

Benefits Eligible

Salary $23.00 to $24.50 per hour, commensurate with experience, education, and qualifications

Contract Type

If other, please specify

Recruitment Type

Recruitment Type Open

General Statement

The Computer Support Specialist II serves as the primary embedded information technology professional supporting the Montana State University Police Department ( UPD ), including Parking Services and Emergency Management. The position provides technical support, consultation, and service management for both traditional IT services and specialized public safety technologies. Working closely with public safety personnel, University Information Technology teams, vendors, and external partners, this role supports mission—critical systems while ensuring reliable, secure, and effective technology services. The successful candidate will possess strong technical and customer service fundamentals, a working knowledge of networking and interconnected systems, and the ability to learn and support a diverse portfolio of public safety technologies. Through a combination of operational support, vendor coordination, documentation, and continual service improvement, this position directly contributes to the success of public safety operations at Montana State University.

Duties and Responsibilities

Customer Service and Operational Support

• Troubleshoot and resolve incidents and service requests through ticket processing, remote support, deskside assistance, and field support.
• Provide technical support, consultation, training, and guidance to University Police Department ( UPD ), Parking Services, Emergency Management, and other supported customers.
• Prioritize workload based on operational impact, customer needs, service commitments, and organizational priorities while maintaining ownership of issues through resolution.
• Coordinate technology requirements associated with onboarding, role changes, offboarding, and operational needs.
• Establish productive working relationships with customers and maintain flexibility to support changing operational requirements.

Deskside and Field Support

• Support and maintain Windows and macOS endpoints, mobile devices, printers, audiovisual equipment, peripherals, and related technologies.
• Perform endpoint deployment, configuration, maintenance, replacement, and retirement using University standards and tools.
• Provide onsite support for technologies deployed in offices, public safety facilities, parking operations, and vehicle-based environments.
• Troubleshoot integrated systems involving multiple devices, applications, networks, vendors, and service providers.
• Maintain inventory information and assist with technology lifecycle planning, replacement recommendations, and operational improvements.

Public Safety Technology Support

• Support specialized public safety technologies used by UPD , Parking Services, and Emergency Management, including records management systems, digital evidence platforms, body‑worn cameras, in‑car video systems, mobile technologies, security systems, parking technologies, and related operational technologies.
• Support vehicle‑based and field‑deployed technologies including computers, cameras, wireless devices, cellular connectivity solutions, access points, and interconnected systems.
• Assist with testing, deployment, maintenance, upgrades, troubleshooting, and retirement of public safety technologies.
• Participate in technology projects involving implementations, upgrades, integrations, migrations, and operational improvements.
• Identify technology risks, service gaps, recurring failures, and opportunities for operational improvement.

Accounts, Access, and Core Services

• Support identity, access, authentication, Microsoft 365, VPN , collaboration, and enterprise technology services in accordance with University policies and procedures.
• Coordinate access to specialized public safety applications, vendor platforms, security groups, and operational technologies.
• Troubleshoot client‑side wired, wireless, cellular, VPN , and resource access issues using established troubleshooting methodologies.
• Document account, access, and support procedures while coordinating with other UIT teams as necessary.

Service Management

• Apply IT Service Management best practices when managing incidents, requests, assets, changes, knowledge, and continual service improvement activities.
• Utilize enterprise ticketing systems to document work, communicate with customers, track activities, and coordinate escalations.
• Coordinate complex incidents involving multiple stakeholders, vendors, service providers, or technical teams.
• Identify service trends, recurring issues, and opportunities to improve operational efficiency, service quality, and customer satisfaction.
• Participate in service planning, operational reviews, and technology governance activities.

Vendor and Partner Management

• Serve as a primary liaison between supported departments, University Information Technology, technology vendors, contractors, government partners, telecommunications providers, and service organizations.
• Coordinate vendor support activities, maintenance, licensing, upgrades, implementations, and issue escalations.
• Translate operational requirements into technical requirements and communicate technical information to both technical and nontechnical stakeholders.
• Coordinate issue resolution across multiple internal and external partners.
• Participate in vendor meetings, technology reviews, implementation activities, and service improvement discussions.

Knowledge, Process, and Tools

• Develop and maintain technical documentation, operational procedures, workflows, training materials, and knowledge base content.
• Utilize enterprise support, endpoint management, inventory, documentation, and collaboration platforms in accordance with University standards.
• Promote process improvement, knowledge sharing, operational continuity, and documentation quality across supported services.

Security and Compliance

• Treat institutional, public safety, law enforcement, investigative, and operational information encountered through this position as confidential unless its release or dissemination has been appropriately authorized, including through established UPD channels when applicable.
• Protect sensitive institutional, public safety, law enforcement and investigative information by following established security, privacy, and data handling requirements and promptly reporting potential security, privacy, or compliance concerns.
• Exercise the utmost care when accessing, handling, storing, transmitting, or discussing sensitive or confidential information, and follow established University and UPD procedures regarding the appropriate use and dissemination of such information.
• Follow University security policies, standards, and information security best practices.
• Support technologies operating within CJIS‑regulated and other security-sensitive environments.
• Assist with access controls, endpoint security, vulnerability remediation, compliance requirements, and related security initiatives.
• Coordinate with the Information Security Group, vendors, leadership, and other stakeholders regarding security‑related activities and concerns.

Required Qualifications – Experience, Education, Knowledge & Skills

• Experience providing technical support in a networked enterprise, public sector, higher education, or similarly complex environment, or an equivalent combination of relevant education and experience.
• Hands‑on experience supporting endpoint technologies, including operating systems, applications, mobile devices, peripherals, and productivity or collaboration tools.
• Demonstrated ability to provide exceptional customer service through ticket‑based, remote, deskside, and field support interactions.
• Demonstrated experience troubleshooting and resolving hardware, software, application, endpoint, and connectivity issues.
• Working knowledge of networking fundamentals, including TCP /IP, DNS , DHCP , wireless networking, VPN technologies, cellular connectivity, and client‑side network troubleshooting.
• Knowledge of IT Service Management ( ITSM ) principles and practices, including incident management, request fulfillment, escalation, documentation, and continual service improvement.
• Demonstrated ability to communicate effectively with technical and non‑technical audiences while building productive relationships with customers, vendors, technical teams, and other stakeholders.
• Demonstrated analytical problem‑solving skills, sound judgment, organizational ability, and discretion, including the ability to exercise the utmost care when handling sensitive or confidential information and follow established security, privacy, data handling, and communication processes.

Preferred Qualifications – Experience, Education, Knowledge & Skills

• Experience supporting law enforcement, public safety, emergency management, government, higher education, healthcare, or other mission‑critical operational environments.
• Experience supporting specialized technologies such as records management systems, digital evidence platforms, body‑worn camera systems, in‑car video systems, security camera systems, access control systems, parking systems, radio technologies, or other operational technology solutions.
• Experience supporting network‑connected and field‑deployed technologies, including wireless devices, vehicle‑based systems, cellular connectivity, access points, and interconnected technology platforms.
• Experience coordinating technology vendors, contractors, service providers, telecommunications providers, or third‑party technology implementations.
• Experience supporting compliance‑driven, security‑sensitive, or regulated environments involving restricted or confidential information.
• Experience with enterprise endpoint management, identity management, asset management, or enterprise ticketing platforms.
• Experience developing technical documentation, knowledge base articles, operational procedures, workflows, or end‑user training materials.
• Training, certifications, or formal coursework related to IT Service Management ( ITIL ), HDI , Knowledge‑Centered Service ( KCS ), Microsoft technologies, networking, cybersecurity, public safety technology, or related disciplines.

The Successful Candidate Will

• Build trusted partnerships with police officers, command staff, administrative personnel, Parking Services, Emergency Management, UIT colleagues, vendors, government partners, and other stakeholders through consistent service, communication, and professionalism.
• Use Customer Service Management and IT Service Management best practices to deliver exceptional customer experiences and support reliable, effective technology services.
• Balance tactical responsibilities, such as incident resolution, deskside support, and field support, with strategic responsibilities including documentation, vendor coordination, lifecycle planning, and continual service improvement.
• Perform intuitive and analytical troubleshooting while understanding how endpoints, applications, networks, wireless technologies, cellular services, peripheral devices, and vendor‑supported platforms interact within complex technology environments.
• Communicate effectively with technical and nontechnical audiences and translate complex technical information into practical, user‑friendly guidance.
• Demonstrate professionalism, accountability, reliability, discretion, sound judgment, and attention to detail when supporting technologies and information critical to public safety operations.
• Support Change Management, Knowledge Management, and Process Improvement practices through effective documentation, knowledge sharing, customer engagement, and continuous service improvement.
• Champion security, compliance, and responsible data stewardship while supporting sensitive institutional, public safety, law enforcement, and other confidential information.

Position Special Requirements/Additional Information

• Must possess a valid driver’s license, an acceptable driving record, and meet all State of Montana requirements to operate State/University vehicles. (If successful candidate possesses a valid out‑of‑state driver’s license, must obtain a valid Montana driver’s license within 60 days of hire.)
• Must be able to successfully complete a comprehensive background investigation completed by UPD and be granted a Level III security clearance for CJIS compliance.

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University’s rights to assign or reassign duties and responsibilities to this job at any time.

Physical Demands

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required.

This position has supervisory duties?

This position has supervisory duties? No

Number of Vacancies

Number of Vacancies 1

Desired Start Date

Desired Start Date Upon completion of a successful search

Position End Date (if temporary)

Open Date

Close Date

EEO Statement

Montana State University is an equal opportunity employer. MSU does not discriminate against any applicant on the basis of race, color, religion, creed, political ideas, sex, sexual orientation, gender identity or expression, age, marital status, national origin, physical or mental disability, or any other protected class status in violation of any applicable law.
In compliance with the Montana Veteran’s Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran’s preference, please complete the veteran’s preference information located in the Demographics section of your profile.

Required Documents

• Resume
• Cover Letter

Optional Documents