Support Specialist II at Rice University in Houston, Texas

Job Description:

Special Instructions to Applicants: All interested applicants should attach a cover letter and a resume in the Supporting Documents section of the application. We suggest the documents be in a PDF format to avoid formatting issues.

About Rice

Boasting a 300-acre tree-lined campus in Houston, Texas, Rice University is ranked among the nation's top 20 universities by U.S. News & World Report. Rice has a 6-to-1 undergraduate student-to-faculty ratio, and a residential college system, which supports students intellectually, emotionally and culturally through social events, intramural sports, student plays, lectures series, courses and student government. Developing close-knit, diverse college communities is a strong campus tradition, which is why Rice is highly ranked for best quality of life and best value among private universities.

Rice is also a wonderful place to work. Rice faculty, staff and students share values that are essential to our success as a healthy community. Those values guide our decisions and behaviors and shape Rice's culture. They come through in the way we treat each other and the welcome we extend to our visitors. These values can be recalled simply by our name - RICE - Responsibility, Integrity, Community and Excellence.

Position Summary

Fondren Library at Rice University seeks a Support Specialist II. The position provides support to the library community for a variety of hardware and software-related issues. The position's primary function is configuring, maintaining, and supporting the Windows and OS X platforms. The library is frequently open seven days per week, employs approximately 100 staff, and maintains several computer labs. The position requires experience supporting desktop computing in an enterprise environment.

The ideal candidate for this job will be proficient in Windows and Mac operating systems, including installing, updating, and troubleshooting software. They will have experience managing software deployments, updates, and configurations using SCCM and JAMF for Macs. They will understand network setup and IP configuration and can quickly address connectivity issues. They will understand basic cybersecurity, particularly in spotting phishing attempts and managing access control. Excellent problem-solving, communication, and training skills are essential as the ideal candidate will support and educate users.

Workplace Requirements:

This position is offered as a hybrid role, combining both in-office and remote work to provide flexibility and support collaboration. The individual in this role will work on campus 80% during a typical week after three months of employment. Per Rice policy 440 , work arrangements may be subject to change.

This is a full-time, benefits-eligible position, and the hiring range of $72,000-$75,000, commensurate with experience and qualifications; no state or local income tax; 21 benefit days; a range of retirement options including TIAA/CREF; health and life insurance; and tuition waiver. *Exempt (salaried) positions under FLSA are not eligible for overtime.

Minimum Requirements

• 
  Bachelor's Degree
  
  
  • In lieu of the education requirement, additional related experience, above and beyond what is required, on an equivalent year-for-year basis may be substituted
  
  
• Two or more (2+) years of related experience supporting computing in an enterprise environment, including installation and configuration of Macintosh and Windows desktop computers
• Skills:
  
  
  • Strong abilities in diagnosing and resolving issues with hardware (computers, printers, scanners, etc.) and software
  • Proficiency with various operating systems (primarily Windows and Mac) and understanding how to install, update, and troubleshoot software
  • Basic knowledge of network setup, troubleshooting, and IP configuration
  • Proficiency in managing and deploying software, updates, and configurations using Microsoft System Center Configuration Manager (SCCM) and JAMF for Mac devices
  • Familiarity with cybersecurity basics, like identifying phishing attempts and managing access control
  • Good analytical, collaborative, creative, problem-solving, research, and verbal and written communication skills
  • Ability to train end users
  
  

Preferences:

• Knowledge of scripting

Essential Functions:

• Installs, configures and maintains software used by the library
• Supports library-related hardware and software
• Provides computer support to the library community on a variety of issues.
• Make recommendations about what technology might be appropriate for a given use case
• Applies library and university security policy
• Supports the lifecycle replacement of desktop computers
• Diagnoses and resolves end-user problems; responds to escalated issues from clients and other support teams; performs triage and provides remote problem resolution when possible.
• Supports and configures local and cloud-based software
• Ability to coordinate with Central IT for aligning library-specific needs with campus-wide IT infrastructure, policies, and security standards
• Research, recommend, and implement hardware and software purchases and configurations to meet client needs and ensure compatibility with library and university systems and architecture
• Investigate and test new tools, systems, techniques, and software products
• Works on projects requiring expertise and creativity in the analysis and deployment of technology
• Provides first-line technical support on desktop computing software, hardware, peripherals, and networking systems
• May act as a team or project leader
• Ability to document solutions, procedures, and common troubleshooting steps
• Performs all other duties as assigned

Rice University HR | Benefits: https://knowledgecafe.rice.edu/benefits

Rice Mission and Values: Mission and Values | Rice University

Rice University is an Equal Opportunity Employer committed to diversity at all levels and considers for employment qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national or ethnic origin, genetic information, disability, or protected veteran status.

Rice University is committed to ensuring Equal Employment Opportunity and the full inclusion of all qualified persons in the workplace. This commitment includes providing reasonable accommodations to persons with disabilities. For applicants with disabilities who require a reasonable accommodation for any part of the application or hiring process, please contact Rice University's Disability Resource Center at 713-348-5841 or adarice@rice.edu for support.

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