Job Description

Position Summary:

The Systems Specialist is responsible for a wide range of activities related to IT computer support such as the implementation, maintenance, and utilization of microcomputer and mainframe systems. This position is governed by state and federal laws and agency/institution policy.

Duties & Responsibilities:

Partner with IT Support Services team in managing projects as assigned

Extend and bring consistency to ITS project management and business analysis methodology

Manage daily operations of the campus help desk, ensuring timely response and resolution of technical support requests for students, faculty, and staff.

Supervise and coordinate after-hours support staff, including scheduling, training, performance monitoring, and escalation management.

Monitor ticketing systems and ensure service requests are documented, prioritized, and completed according to established service standards.

Provide leadership during critical incidents and coordinate emergency technical support during evenings, weekends, and campus events.

Collaborate with IT teams, campus departments, and vendors to identify recurring issues and implement long-term solutions.

Maintain accurate documentation of procedures, system changes, and technical resolutions to improve operational efficiency.

Ensure campus technology systems remain operational by performing routine maintenance, updates, and proactive monitoring.

Deliver excellent customer service while maintaining clear communication with campus users regarding issue status and resolution timelines.

Assist in developing policies, workflows, and support strategies to improve help desk performance and after-hours coverage.

Perform activities in compliance with IT standards and procedures, audit requirements, training, reliability, quality, software and security

Develop consistent and prioritized lists for managing non-project work tasks for IT Support Services

Develop training courses and training for campus IT processes and procedures

Perform other tasks as required

Knowledge/Skills/Abilities:

Knowledge:

• Business Processes:
◦ Understanding of academic and administrative processes within a university, including admissions, registration, student services, finance, and human resources
• Information Systems:
◦ Knowledge of enterprise information systems commonly used in universities such as Student Information Systems (SIS), Enterprise Resource Planning (ERP) systems, Learning Management Systems (LMS), and Customer Relationship Management (CRM) systems
• Data Management:
◦ Familiarity with data management principles, database systems, and data warehousing specific to the higher education context
• Regulatory Compliance:
◦ Knowledge of regulatory requirements and compliance standards in higher education, such as FERPA (Family Educational Rights and Privacy Act)
• Technology Trends:
◦ Awareness of emerging technologies and trends in the field of higher education and information systems.
• Project Management:
◦ Understanding of project management methodologies and practices to effectively manage and implement system upgrades, integrations, and new solutions


Skills:

• Analytical Skills:
◦ Ability to analyze complex business processes, identify inefficiencies, and propose improvements
• Communication Skills:
◦ Strong verbal and written communication skills to effectively interact with stakeholders, translate technical concepts into non-technical terms, and document requirements
• Problem-Solving:
◦ Capacity to identify and solve problems efficiently, whether they are related to system functionality, data inconsistencies, or process bottlenecks
• Collaboration:
◦ Ability to work collaboratively with cross-functional teams, including academic departments, IT professionals, and administrative staff
• System Testing:
◦ Proficiency in developing and executing test plans to ensure the quality and reliability of implemented solutions
• Change Management:
◦ Skill in managing organizational change related to the introduction of new systems or process improvements
• Leadership Skills:
◦ Skill in connecting and inspiring others. Networking within the organization to streamline communication.

Abilities:

• Requirements Elicitation:
◦ Ability to gather and document business requirements through interviews, surveys, and workshops with stakeholders
• Adaptability:
◦ Capacity to adapt to evolving business needs, technological advancements, and changes in the higher education landscape
• Critical Thinking:
◦ Capability to think critically and strategically when evaluating systems and proposing solutions that align with the university's goals
• User Training:
◦ Ability to develop and deliver training programs for end-users to ensure effective utilization of new systems
• Vendor Management:
◦ Competence in working with vendors for software solutions, including evaluating proposals, negotiating contracts, and ensuring successful implementations
• Documentation:
◦ Strong documentation skills for creating detailed requirements, process flows, and user manuals