Support Specialist II

Special Instructions to Applicants: Applicants should attach a resume and cover letter in PDF format to the Supporting Documents section of the application.

About Rice

Boasting a 300-acre tree-lined campus in Houston Texas Rice University is ranked among the nations 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 lecture 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 Rices culture. They come through in how we treat each other and the welcome we extend to our visitors. These values can be recalled simply by our name RICE which stands for 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 positions primary function is to configure maintain and support the Windows and macOS platforms. The library is frequently open seven days per week employs approximately 110 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 be able to quickly address connectivity issues. They should be skilled in administering user accounts groups and permissions within Active Directory. They will understand basic cybersecurity particularly 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% of the time during a typical week after three months of employment.Per Rice policy 440 work arrangements may be subject to change.

Hiring Range

This is a full-time benefits-eligible position with a proposed hiring salary of $70000 to $73000 annually commensurate with experience and qualifications. Benefits include no state or local income tax 21 benefit days a range of retirement opportunities including TIAA/CREF health and life insurance and tuition waivers. Exempt (salaried) positions underFLSA are not eligible for overtime.

Minimum Requirements

• Bachelors 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
  • In lieu of the experience requirement additional related education above and beyond what is required on an equivalent year-for-year basis may be substituted

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: Mission and Values:Mission and Values Rice University

Rice University is committed to ensuring Equal Employment Opportunity and welcoming the fullness of diversity into our candidate pools. Rice considers qualified applicants for employment without regard to race color religion age sex sexual orientation gender identity national or ethnic origin genetic information disability or protected veteran status. Rice also provides reasonable accommodations to qualified persons with disabilities. If an applicant requires a reasonable accommodation for any part of the application or hiring process please contact Rice Universitys Human Resources Office via email at for support.

If you have any additional questions please email us at. Thank you for your interest in employment with Rice University.