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IT User Services Specialist

All Lines Technology Pittsburgh, PA
  • Posted: over a month ago
  • Full-Time
  • Benefits: 401k, dental, life_insurance, medical, vision
Job Description

 

 The User Services Specialist is a member of the Helpdesk team within the Information Technology services (ITS) Department.  S/he is responsible for supporting all levels of the users, located at multiple campus locations, in the use of technology resources.  S/he answers telephone support calls, emailed support issues, and walk-in questions as part of the Helpdesk.  S/he visits user locations when necessary and conducts repairs, hardware/software support and user training on systems.  S/he is responsible for acquiring technical certifications in repair from Apple and Hewlett Packard.  S/he is responsible for delivery and setup of media equipment.  S/he will be required to periodically attend campus events that may occur during evenings and on weekends.  S/he works closely with the other ITS staff to ensure users are receiving the best services and support possible.

Qualifications:

  • Bachelor's degree in Information Technology or Computer Science or related discipline or equivalent work experience
  • Competence using PC and MAC computer hardware and software in classroom, lab, office, and residential settings
  • Broad knowledge of information technology including networking, file management, Microsoft Office applications, Internet and email systems
  • Basic troubleshooting skills in Windows and MAC hardware and software
  • Ability to convey information through training sessions
  • Technical writing skills to document instructions for users
  • Good organization and communication skills
  • Desire to work with students, faculty and staff and to facilitate the resolution of their problems
  • Ability to prioritize multiple tasks
  • Experience working with a diverse student population
  • Ability to remain calm and professional in stressful situations
  • Integrity, adaptability, sense of humor, independence, cooperativeness, and a strong work ethic
  • Ability to have a flexible schedule, work nights and weekends, when necessary
  • Provides essential services to the  community, the employee will be required to work outside their regular working hours as needed
  • Ability to work independently with minimal supervision
  • Easily adaptable and able to learn new skills
  • English fluency required, fluency in other languages helpful

Duties and Responsibilities:  The User services Specialist works with the Manager, Helpdesk to assure service and support for user:

  • The User Services Specialist works as part of the Helpdesk to answer, log, and assign priorities consistent with the service level agreements for all user support calls, emails, and walk-ins to the Helpdesk
  • Provides answers to user's questions and problems through phone conversations, email, or on-side visits
  • For escalated support issues, works with the Manager, Helpdesk and Systems and Networks and/or Administrative/Instructional Support Teams to solve problems
  • Escalates calls to Manager, Helpdesk if resolution cannot be achieved
  • Works with vendor support channels to report/repair/replace hardware
  • Performs hardware repair of desktops, laptops and tablets, and system related equipment
  • The User Services Specialist instructs campus users by providing training to students, faculty and staff in the use of computer hardware, software and network services; training may be done one-on-one, in groups, or through written documentation
  • Documents and develops training on technology resources
  • The User Services Specialist will be required to support specialized areas of the Helpdesk that relate to, but not limited to the following:
    • Analog Phone System
      • Internal wiring infrastructure, moves adds and changes, analog phone set replacement/repair, switch updates, backups and changes
    • VoIP Phone System
      • Migration from analog to VoIP support and user training
      • Along with the Systems and Network group, support the campus communications infrastructure and related office connectivity
      • Support and train users on the use of the VoIP system
      • Installation/repair/replacement of related equipment
    • Helpdesk Service Center
      • Responsible for managing all aspects of the Helpdesk Service Center
        • Hardware Inventory entering and updating of all related Inventory, tablets, desktops, printers, media, and related equipment
        • Manage support student, faculty, and staff hardware distribution and all related functions
        • Repair of all related equipment
          • All User Services Specialists are required to be certified complying with related vendor self-maintainer requirements
          • Managing vendor channels and related tools
          • Utilization of work order system
            • Creation of work orders
            • Managing work orders assigned
            • Communication to the user community work order status/completion
          • Scheduling and maintaining laptop and projector deliveries to classrooms
          • Repair and maintenance of classroom media equipment; installed or portable
        • Helpdesk staff members are required to cover Helpdesk hours of operation, including evenings and weekends, and can involve shift work that may vary daily and from week-to-week
        • Helpdesk staff are required to periodically carry the Helpdesk on-call cell phone to provide off-hours and weekend support
        • The User Services Specialist performs other duties as required in support of the mission of the Information technology Services Department 
Company Description
All Lines Technology

All Lines Technology is a leading provider of enterprise technology solutions and services, with proven expertise enabling organizations to overcome obstacles and achieve excellent business results.

All Lines Technology is a woman owned solutions provider that delivers cost effective, industry standard IT solutions to our customers. We strive to be a Professional Business Partner and Trusted Advisor with each of our clients. In doing so, we help companies streamline and improve the way they buy, implement, and manage their technology infrastructures that support their mission critical business applications. These scalable solutions deliver benefits to companies from start up to Fortune 500.

All Lines Technology specializes in industry standard solutions for Enterprise Infrastructure, Microsoft Collaboration and Productivity Solutions, MSP/Cloud Solutions, IT Staffing, IT Consulting, and 24/7/365 Help Desk. As a value-added solutions provider, we partner with only best-of breed industry leaders that meet the business needs of our clients. We use our expertise to deliver streamlined solutions customized to the unique needs of your business, and strive to be your true trusted advisor. By leveraging cutting edge technology deployment and management solutions from industry leaders, we ensure you receive the technology solutions you require, delivered with the highest level of service.

Our corporate headquarters is located in Warrendale, PA which includes a state of the art datacenter showcasing some of the latest technology hardware and software solutions for our customers as well as a Tier 3 datacenter for our cloud based services. We utilize these for live demos, proof of concepts, and application testing. In addition, we also have a 20,000 square foot warehouse, staging & integration center that we use for client management/imaging and warehousing. We have a secondary location in Cranberry Township, PA where our 24/7/365 Help Desk and network operations center resides.

All Lines Technology

All Lines Technology All Lines Technology is a leading provider of enterprise technology solutions and services, with proven expertise enabling organizations to overcome obstacles and achieve excellent business results. All Lines Technology is a woman owned solutions provider that delivers cost effective, industry standard IT solutions to our customers. We strive to be a Professional Business Partner and Trusted Advisor with each of our clients. In doing so, we help companies streamline and improve the way they buy, implement, and manage their technology infrastructures that support their mission critical business applications. These scalable solutions deliver benefits to companies from start up to Fortune 500. All Lines Technology specializes in industry standard solutions for Enterprise Infrastructure, Microsoft Collaboration and Productivity Solutions, MSP/Cloud Solutions, IT Staffing, IT Consulting, and 24/7/365 Help Desk. As a value-added solutions provider, we partner with only best-of breed industry leaders that meet the business needs of our clients. We use our expertise to deliver streamlined solutions customized to the unique needs of your business, and strive to be your true trusted advisor. By leveraging cutting edge technology deployment and management solutions from industry leaders, we ensure you receive the technology solutions you require, delivered with the highest level of service. Our corporate headquarters is located in Warrendale, PA which includes a state of the art datacenter showcasing some of the latest technology hardware and software solutions for our customers as well as a Tier 3 datacenter for our cloud based services. We utilize these for live demos, proof of concepts, and application testing. In addition, we also have a 20,000 square foot warehouse, staging & integration center that we use for client management/imaging and warehousing. We have a secondary location in Cranberry Township, PA where our 24/7/365 Help Desk and network operations center resides.

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