Computer Support Specialist II

Position Details

Position Information

Announcement Number STAFF - VA - 27028 For questions regarding this position, please contact:

Shane Key

shane.key@montana.edu

406-994-7177

Classification Title Computer Supp Spec II Working Title Computer Support Specialist II Brief Position Overview

As part of the University IT team (UIT) In support of the College of Agriculture and the Montana Agricultural Experiment Station (COA/MAES). The Computer Support Specialist II is responsible for promoting, developing, delivering and facilitating the use of information technology services and resources in the college of Agriculture. This position provides a wide range of support services within the context of UIT policies and procedures as well as coordinating various assignments in a variety of diverse programs and research centers across campus and the state. This position will work closely with team members and directly interact with Staff, faculty, researchers and students.

Position Number 4M0829 Department College of Ag Team Division VP for Information Technology Appointment Type Classified Contract Term Fiscal Year Semester If other, specify From date If other, specify End date FLSA Non-Exempt Union Affiliation FOCUS-MFPE FTE 1.0 Benefits Eligible Eligible Salary $23.00 to $24.50 per hour, commensurate with experience, education, and qualifications Contract Type Classified Hourly If other, please specify Recruitment Type Open

Position Details

General Statement

As the foundation of the land grant mission at Montana State University, the College of Agriculture and the Montana Agricultural Experiment Station (COA/MAES) provide instruction in traditional and innovative degree programs and conduct research on challenges facing Montana's agricultural community. This integration creates opportunities for students and faculty to excel through hands-on learning, engage with campus and community partners, explore solutions to complex questions, and connect Montanans with the global community through research and outreach.

Reporting to the Agriculture Director of Information Technology, the Computer Support Specialist II (CSS II) provides advanced technical support for COA/MAES faculty and staff, including troubleshooting and resolution of issues related to desktop and laptop systems, peripherals, mobile devices, software applications, operating systems, network connectivity, credentials, and resource access. This position operates as a skilled technical resource within COA IT, supporting endpoint security, hardware management, and incident tracking using centrally provided tools, while adhering to established standards and processes.

The CSS II collaborates with colleagues across Agriculture IT and the broader MSU IT community to ensure timely and effective support, contributes to technical projects as assigned, and assists with the evaluation and implementation of tools and solutions when needed. The position emphasizes consistent, dependable customer service, technical proficiency, and professionalism, while maintaining the ability to support remote users and systems across the statewide agricultural research and outreach environment.

Duties and Responsibilities

Customer Support

• Provide technical support in person, over the phone and via email for faculty and staff in the COA statewide.
• Understand and leverage University purchasing policies, procedures and best practices when procuring technology for the COA/MAES.
• Communicate with a wide range of constituents and knowledge levels regarding technical and security issues.
• Maintain an approachable, customer-friendly atmosphere.
• Maintain technical competencies, especially in technology deployed in the institution, the COA/MAES and departments.
• Maintain awareness of, and engage in institutional programs, projects and initiatives as appropriate or directed.
• Develop self-help and other documentation to improve user's IT experiences.
• Travel to research centers as needed to install a variety of equipment and or troubleshoot issue that cannot be done remotely.

Technology Management

• Communicate and encourage security best practices throughout the COA/MAES.
• Follow, recommend and educate staff on information security best practices.
• In coordination with the UIT community, leverage proactive security and management tools and strategies.
• Analyze, troubleshoot, diagnose and resolve problems with end user devices.
• Recommend best practices among customers, including proactively asking questions to determine security needs.
• Maintain competency and proficiency with UIT and COA/MAES technology management tools that support the COA/MAES statewide, off-campus locations.
• Research, test, recommend, implement and manage new technology solutions.
• Proactively manage and monitor computers, peripherals, both hardware and software, as well as legacy and emerging technologies.
• Draft and publish Standard Operating Procedures in confluence (SOPs).
• Analyze workflow, both at scale and at the individual level, to provide solutions to enhance the user experience and COA's image.
• Maintain strong competencies regarding the COA/MAES statewide, off-campus technology services in order to provide timely, efficient support.

Required Qualifications - Experience, Education, Knowledge & Skills

• Two years of relevant post-secondary education, or two years of full-time (or part-time equivalent) progressively responsible experience in a directly related field, or an equivalent combination of education and experience.
• Experience supporting Windows and macOS environments, including installation, configuration, maintenance, security, and troubleshooting of operating systems, common software applications, and associated hardware and peripherals; experience with endpoint/device management tools (e.g., Intune, JAMF,MCM, AD or similar).
• Working knowledge of industry-standard help desk practices, tools, and service delivery processes, with the ability to independently troubleshoot and resolve technical issues in a user-facing support environment.
• Knowledge of IT security principles and experience applying security policies and best practices related to endpoint systems and user support.

Preferred Qualifications - Experience, Education, Knowledge & Skills

• Bachelor's degree in computer science or closely related field and five years of progressively responsible experience in technical customer service, and certification(s) in a service desk discipline, networking and/or desktop computing, or an equivalent combination of education and experience.
• Knowledge of industry standard service management procedures; knowledge of computer security and security practices, especially in higher education; knowledge of networking principles and technology.
• Skilled at the independent research and application of emerging technologies; skilled at computer and device repair and maintenance; skilled at giving and writing instructions of a technical nature; skilled at using incident management or ticket systems.
• Skilled at providing complete technology support services to remote locations.
• Familiarization with Network standards and installation.

The Successful Candidate Will

• Provide positive, dependable and consistent phone, face-to-face and email-based customer service
• Effectively champion best practices, service alignment and standardization; ability to work self-directed and independently
• Work effectively and efficiently in a dynamic and changing environment with regular interruptions
• Quickly learn unfamiliar technologies and support their implementation; ability to self-direct own technical and organizational learning
• Work effectively in a team environment
• Follow detailed procedures and document steps in detail
• Effectively communicate verbally and in written form
• Collaborate with team members, staff, and customers; ability to maintain currency in technical competencies; ability to pay attention to detail
• Manage time especially with competing priorities, ability to explain technical instructions in simple or in-depth terms, depending on user proficiency
• Provide proactive, team-oriented customer service
• Maintain confidentiality of records and information
• Think intuitively and analytically to break down and resolve problems
• Maintain a welcoming, dependable, organized workspace
• Communicate IT practices to a wide range of constituents.

Position Special Requirements/Additional Information

This position is in-person in nature, with the work conducted at the Montana State University campus.

Must possess a valid driver's license, an acceptable driving record, and meet all State of Montana requirements to operate State/University vehicles. (If successful candidate possesses a valid out-of-state driver's license, must obtain a valid Montana driver's license within 60 days of hire.)

This position is not eligible for sponsorship.

This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts Montana State University's rights to assign or reassign duties and responsibilities to this job at any time.

Physical Demands

• Must be able to work at a desk using a computer monitor, keyboard and mouse for long periods of time.
• English language proficiency required.
• Must lift up to 50 lbs or more on an occasional basis.
• Must be able to navigate around the MSU campus and drive to local and statewide locations to provide support and technology management.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed above are representative of the knowledge, skill, and/or ability required.

This position has supervisory duties? No

Posting Detail Information

Number of Vacancies 1 Desired Start Date Upon completion of a successful search Position End Date (if temporary) Open Date Close Date Applications will be:

Screening of applications will begin on August 4, 2026; however, applications will continue to be accepted until an adequate applicant pool has been established.

Special Instructions

This position is not eligible for sponsorship.

EEO Statement

Montana State University is an equal opportunity employer. MSU does not discriminate against any applicant on the basis of race, color, religion, creed, political ideas, sex, sexual orientation, gender identity or expression, age, marital status, national origin, physical or mental disability, or any other protected class status in violation of any applicable law.

In compliance with the Montana Veteran's Employment Preference Act, MSU provides preference in employment to veterans, disabled veterans, and certain eligible relatives of veterans. To claim veteran's preference, please complete the veteran's preference information located in the Demographics section of your profile.

Applicant Documents

Required Documents

• Resume
• Cover Letter

Optional Documents

Supplemental Questions

Required fields are indicated with an asterisk (*).