Information Technology Support Specialist

University Support Services; Ivins (UT); On-site; USD 53,000 - 58,000; Full time

Job summary

Rocky Vista University in Ivins, Utah, seeks an IT Specialist to deliver routine software and hardware support, end-user training, and system administration for university-supported applications. The role includes AV equipment management, classroom tech support, and remote/onsite assistance to staff, faculty, and students.

The position emphasizes proactive maintenance, ticketing-system governance, and collaboration with IT leadership to resolve issues and support campus events and security

Qualifications

• High School diploma is required; a Bachelor's degree is preferred.
• ITIL v3 or v4 certifications are preferred.
• HDI certifications are preferred.
• Proficiency in Client Operating Systems and Apple iOS.

Responsibilities

• Provide support and training to users on the use of computer software and hardware.
• Install, upgrade, maintain, inspect, repair and service computer hardware and software, including servers and peripherals.
• Maintain and monitor the IT support ticketing system by receiving, addressing, and resolving tickets.
• Perform routine inspections as part of preventative maintenance on equipment; replace defective parts.
• Identify, research, and resolve hardware and software problems.
• Respond to defects reported by users and report to leadership as needed.
• Determine priority/severity of calls and plan workload effectively.
• Elevate serious problems to appropriate group for resolution.
• Transport computers, peripherals, and network components as needed.
• Install, configure, maintain, and troubleshoot AV equipment and classroom technology.
• Support enterprise collaboration and lecture capture platforms (Zoom, Panopto, related tech).
• Provide technical support for classroom tech, events, presentations, and video conferencing.
• Submit verbal and written status reports on technology services and issues.
• Adhere to safety guidelines; attend trainings; perform other duties as assigned.

Skills

AV systems

Zoom

Panopto

Communication

IT security

Active listening

Detail oriented

Cloud infra

Education

High School diploma

Bachelor’s degree

ITIL v3/v4 certifications

HDI certifications

Tools

Extron certification

Remote support tools

Enterprise collaboration platforms

Job description

This position is based on the Ivins, Utah Rocky Vista University Campus.

The IT Specialist is responsible for carrying out routine software and hardware related tasks and projects, and in general providing a high level of technical assistance and training to staff, faculty, and students. The IT Specialist is responsible for following established protocols, installing and maintaining computer hardware, telecommunications, audio visual equipment and all University-supported network applications. The IT Specialist installs software, provides end-user technical support and training via phone, using remote support tools, and in-person. The IT Specialist performs quality assurance tasks to ensure user workstations and network performance meet University and staff, faculty, and student user requirements. The technician troubleshoots computer and network problems; determines the source of the problem, advises on appropriate action, and tests and implements solution.

Essential Functions

• Provide support and training to users on the use of computer software and hardware
• Install, upgrade, maintain, inspect, repair and service computer hardware and software, including servers and peripherals
• Maintain and monitor the IT support ticketing system by receiving, addressing, and resolving tickets
• Undertake routine, scheduled or emergency inspections as part of the preventative maintenance program on all computer’s equipment, replacing defective, malfunctioning, or non-functioning hardware parts
• Identify, research, and resolve hardware and software problems
• Respond to defects reported by users, and reporting as needed to leadership
• Determine the priority and severity of calls and plan workload effectively
• Assess and elevate serious or unusual problems to the appropriate group or analyst for resolution
• Packing, unpack, assemble, disassemble, and physically transport computers, peripherals and network components from one location to another
• Install, configure, maintain, and troubleshoot audiovisual (AV) equipment, classroom technology, and presentation systems to ensure reliable operation.
• Support the administration and maintenance of enterprise collaboration and lecture capture platforms, including Zoom, Panopto, and related technologies.
• Provide technical support for classroom technology, university events, presentations, and video conferencing systems as required.
• Submit verbal and written reports on the status of technology services and any issues as needed
• Ensure that safety guidelines are adhered to
• Attend trainings as needed
• Perform other duties as assigned

Essential Knowledge, Skills & Abilities

• Working knowledge of professional audiovisual systems, classroom technology, and enterprise collaboration platforms.
• Experience with Zoom, Panopto, and related collaboration technologies preferred.
• Extron certification or equivalent professional AV certification is considered an asset
• Ability to work independently, or as part of a team and collaborate effectively with diverse constituencies within a university setting
• Demonstrate a high level of confidence in making strategic decisions, using good judgment, and innovative and creative problem-solving skills
• Strong communication skills, time management, and a demonstrated high-level of discretion, tact, and diplomacy
• Demonstration of a service-based attitude in dealing with customers and providing high-level support
• Acceptable working knowledge with the ability to support a wide range of cloud-based infrastructure, computer hardware, and software
• Familiar with IT Security best practices
• Must be well organized and detailed oriented
• Ability to use active listening techniques to improve communication with customers

Qualifications

• High School diploma required. Bachelor’s degree preferred
• ITIL version 3 or 4 certifications preferred
• Help Desk Institute certifications preferred
• Proficiency in Client Operating Systems, Apple iOS
• Has at least one to two years’ experience working as a computer or systems technician
• Valid driver’s license preferred

Work Environment/Physical Demands

• This job is performed in a positive, creative, and collaborative environment
• This job operates in a professional office environment
• The ability to maintain good concentration while dealing with interruptions

Hours and Travel

• Flexibility and willingness to work out of normal business hours, evening hours and weekends in support of business initiatives
• Flexible hours required to implement initiatives and execute deliverables
• No travel is expected for this position.

The anticipated salary range for the IT Specialist is $53,000 to $58,000 per year. The final salary offered may vary and will be determined based on factors such as job-related knowledge, skills, experience, location, and education of the successful candidate. This information is provided per local law.