Computer Support Specialist III, IT

Application instructions are located at the bottom of the page.  Please apply directly through the University of Montana’s career portal UM Jobs at https://umjobs.silkroad.com/ for positions at the University of Montana – Missoula, University of Montana Western (Dillon), and Helena College. 

*Do not apply through Indeed.com or use easy apply through Indeed.com*.

Only current UM Employees* are eligible.

*Open to all employee types including Temporary Staff and Student Employees.

Information Technology (IT) invites applications for a Computer Support Specialist III to oversee all support operations for the web content management system, mobile application, and various web applications run by the department.

Responsibilities:

• Development and management of support processes and procedures in coordination with other department staff, helpdesks, and key stakeholders.
• Coordination of the departments support channels, such as service requests, trouble tickets, walk-in, and phone support. Incumbent will ensure all requests are handled in a timely, professional, and effective manner. Track key support metrics and ensure proper flow of all support issues to completion. Coordinate with student and full-time staff to ensure effective coverage and cross-training exists for support.
• Remediate web content issues as needed to ensure proper functioning of the site.
• Manage various content directories, such as the A-to-Z index or web redirect databases.
• Coordinate with staff as required to ensure resolution of issues.
• Ensure support requesters are effectively communicated with throughout the duration of their request.
• Prioritize support requests on a day-to-day basis, in concert with standing goals and available resources.
• Create and manage support resources such as the department website, knowledge base articles, service request forms, online training materials (including videos) and downloadable resources.
• Administer the web content management system, including items such as the management of sites, user accounts, permissions, and groups.
• Manage, coordinate, and/or participate in projects related to support operations as assigned. Examples include site migrations, new site creations, feature rollouts, consultations, etc.
• Act as the department’s web training coordinator. Identify training opportunities and needs, plan and conduct trainings, coordinate trainings provided by other instructors, advertise, assess, and track trainings.
• Supervise student employees with web support roles.
• Add and remove content and features in web and mobile platforms.
• Assist the Web Technology Manager in developing strategies for consistent presentation of web content across the University’s web presence, including implementing technical and design improvements to the official template system, working with campus entities to help them comply with existing web standards, and (with other campus personnel) periodically revising standards.
• Maintain a support staff schedule that permits effective support operations during business hours (8-5, Monday through Friday).

This position will supervise student employees and serve as a team lead for various projects, including coordination of support requests with other full-time staff that the position does not supervise.

 Required Skills

• Ability to troubleshoot common web browser issues.
• Ability to modify HTML and CSS within a web content management system.
• Ability to document, implement, and support internal and external websites and web applications.
• Ability to conduct in-person trainings in an office and computer lab environment.
• Ability to effectively use ticket support systems to deliver operational and support services.
• Ability to enforce standards web standards within a content management system, including stylistic and technical.
• Conflict resolution skills.
• Ability to research, analyze complex technical problems, apply sound judgments to solutions, and make recommendations.
• Excellent communication skills.
• Ability to manage projects.
• Willingness to learn and embrace new concepts, skills, and develop fresh alternative solutions.

Minimum Required Experience

• A bachelor’s degree as well as at least one (1) years of related professional work experience; or any combination of education and experience 

Preferred Qualifications

• Experience supporting CMS and web applications
• Experience working in a higher education environment
• Experience working in a technology support environment
• Technical writing experience.

The University of Montana is an Affirmative Action/Equal Opportunity employer and has a strong institutional commitment to the principle of diversity in all areas. In that spirit, we are particularly interested in receiving applications from a broad spectrum of qualified people who would assist the University in demonstrating its five priorities for action : Place student success at the center of all we do; drive excellence and innovation in teaching, learning, and research; embody the principle of “mission first, people always”; partner with place; and proudly tell the UM story.

Position Details

Position Title:              Computer Support Specialist III

Position Number:        480410

Department:                 Information Technology

Work Schedule:           Full-time, 1.0 FTE (40 Hours a week),

                                      Monday through Friday 8:00 am to 5:00 pm, 12 months/year

Salary:                          $23.49/hr

Union Affiliation:         FOCUS-MFPE

Probationary Period:  Six months minimum

Benefits Include :           Insurance package, mandatory retirement plan,

                                      partial tuition waiver, and wellness program.

Criminal Background Investigation is required prior to the Offer of Employment In accordance with university regulations, finalists for this position will be subject to criminal background investigations. ADA/EOE/AA/Veteran’s Preference Reasonable accommodations are provided in the hiring process for persons with disabilities. For example, this material is available in alternative format upon request. As an Equal Opportunity/Affirmative Action employer, we encourage applications from minorities, veterans, and women. Qualified candidates may request veterans’ or disabilities preference in accordance with state law. References: References not listed on the application materials may be contacted; notice may be provided to the applicant. Testing: Individual hiring departments at UM may elect to administer pre-employment tests, which are relevant to essential job functions. Employment Eligibility: All New Employees must be eligible and show employment eligibility verification by the first date of employment at UM, as legally required (e.g., Form I-9).

Must be eligible to work in the United State upon hire. Sponsorship is not available for this position.

How to Apply

Application Deadline: Tuesday, January 30, 2024by 11:59 PM (Mountain Time)

Candidates are required to submit the following materials online via “New Resume/CV” button below.

A complete application Includes:

*Applying through Indeed.com or easy apply through Indeed.com may result in submission of an incomplete application.  Applications may be removed from full consideration if they are not complete with materials listed above under the “How to Apply” section.  It is the responsibility of the applicant to ensure complete application materials are submitted and received by the date listed above.

Missoula, Montana, United States