Lead User Support Specialist

Position Title Lead User Support Specialist Location Appleton Department Information Technology Services Position Type Staff Position Description & Qualifications Reports To: Senior Network and Systems Manager Location: Appleton (on-site) Position Type: Full-Time (Non-Exempt) Primary Objective The Lead User Support Specialist is responsible for providing technical support to students, faculty, staff and alumni and providing leadership to the other User Support Specialists.

The Lead User Support Specialist takes/prioritizes incoming requests, performs troubleshooting, resolves and documents issues for all computing technology including hardware, software, printers, audio/visual equipment, phone and basic network support.

Provides outstanding customer service while maintaining excellent relationships with Technology Services staff and supported users.

Key Responsibilities The following duties are normal for this position.

These are not to be construed as exclusive or all-inclusive.

Other duties may be required and assigned.

* Provide daily oversight and leadership of User Support Specialists while also actively performing duties of a User Support Specialist.

* Act as main point of contact for questions or concerns from students, faculty, staff and alumni related to the support received from User Support Specialists.

* Monitors, prioritizes, and responds to requests from multiple sources including phone, voicemail, email, and walk-ups.

* Assists all users with hardware, software and other technology requests and issues.

Identifies root cause of problem and fixes it.

Accurately maintains required documentation (steps taken, time logged, etc.) in work order system for each issue.

* Resolves issues/requests in an efficient and timely manner.

Follows up with users as needed to verify issue is resolved.

* Assists with support, configuration and enhancements of the third-party ticket system * After gathering pertinent information escalates issues to other IT staff when appropriate.

* Prepares/Updates training materials and documentation of systems for the Lawrence user base and internal Technology Services teams.

Trains users on proper use of hardware/software.

* Coordinate and assist with the on-boarding and off-boarding of users, security badges and other security related requests.

* Coordinates equipment moves between users, Facilities and Technology Services * Assists with maintenance of asset records * Performs other duties as assigned.

Required Qualifications * At least 3 years of prior IT Help Desk experience . * Associate degree in an IT related field.

* Or any combination of education and experience that provides equivalent knowledge, skills, and abilities.

Preferred Skills and Experience * Prior leadership experience is preferred * Prior Help Desk experience is preferred * Prior customer service experience is preferred * Strong ability to take ownership of assigned tasks and responsibilities.

* Display initiative and ability to work both independently and within a team.

Able to make good judgement calls when working independently * Excellent organizational and time management skills.

Ability to manage schedule and coordinate multiple tasks at once.

* Considerable knowledge of Microsoft 385 platform (Word, Excel, One Drive, SharePoint, Teams, etc.) and other commonly used tools such as Adobe.

* Considerable knowledge of modern device operating systems (Windows 11, Apple iOS, Android, etc.) * Knowledge of Voice Systems (Phones, Voicemail, etc.) * Knowledge of basic networking concepts (wireless, cloud computing, etc.). * Considerable ability to troubleshoot in unfamiliar environments.

Recognize trends to identify root cause issues.

* Considerable ability to learn new software with or without formal training.

* Excellent communication skills and exceptional customer-facing skills with a high degree of professionalism.

Logical, clear, and concise written and verbal communication skills.

* Discretion in handling confidential information.

Working Relationships Work collaboratively with all members of the Information Technologies team, staff, faculty and other members of the Lawrence community, including vendors, students, and parents.

Employment Requirements Must have successful completion of criminal and MVR background check, meet University Authorized Driver Policy requirements, and favorable completion of reference checks.

Posting Detail Information Posting Number S586P Number of Vacancies 1 Posting Date Best Consideration Date Close Date Open Until Filled Special Instructions Summary Anticipated Number of Hours per Week 40