Position Function:
The Technical Support Specialist is essential for ensuring the effective operation and maintenance of campus telecommunications and network infrastructure. This role involves customer service for telecommunication issues, installation of new services, maintenance of existing services, and administrative tasks such as billing, purchasing, receiving, shipping, and distribution of IT and network components.
Salary Grade: 13
Please see Staff Compensation Structure for salary ranges.
Essential Duties and Responsibilities:
1. Facilitates the entry and maintenance of work order and trouble tickets related to customer service requests, including scheduling and billing for telecommunications work orders, reconciling work orders and circuits, and maintaining voice mail accounts.
2. Coordinates service requests by interacting with customers via telephone, fax, and campus mail.
3. Works with major vendors to coordinate service delivery.
4. Maintains the campus telephone line and circuit inventory database.
5. Supports account creation and maintenance for various telecommunication services, including voice mail, toll free, conferencing, etc.
6. Assists with administrative billing through Banner for local telephone service and toll-free charges.
7. Aids in the purchasing, receiving, shipping, and distribution of PC and Network infrastructure components.
8. Assists the Infrastructure Operations Coordinator and Senior Technical Support Specialist in managing all aspects of the campus’s voice and data network infrastructure.
9. Administers telecommunication assets, stays updated on IT trends, develops support materials, and maintains detailed records.
10. Configures VoIP assets for deployment across campus departments, ensuring effective communication solutions are provided.
11. Performs related duties as assigned.
Minimum Qualifications:
Technical or Associate's degree in IT or other related discipline and two years of experience related to duties and responsibilities.
Substitutions allowed for Education and Work experience:
Equivalent combination of education and work experience as approved by the department of Human Resources Management
Knowledge, Skills, and Abilities:
1. Proficient in database management and using ticketing software (e.g., Team Dynamix).
2. Familiarity with financial systems (e.g., Banner), telecommunications software (e.g., BroadSoft, Calero Pinnacle), and IT trends.
3. Ability to coordinate IT project changes, handle service desk tickets, liaise with vendors, and schedule infrastructure changes (MACDs).
4. Skilled in configuring VoIP assets and managing the logistics of PC and network infrastructure components.
Working Conditions and Physical Effort
Work is normally performed in a typical interior/office work environment.
No or very limited exposure to physical risk.
No or very limited physical effort required.
Instructions for Applying:
All applicants must apply online at www.msujobs.msstate.edu by attaching a cover letter and resume which includes the names and addresses of 3 professional references. We will accept applications only from persons with indefinite employment authorization in the U.S., and will not sponsor for nonimmigrant or immigrant status for this position.
Equal Employment Opportunity Statement:
MSU is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, sex, religion, national origin, disability, age, sexual orientation, genetic information, pregnancy, gender identity, status as a U.S. veteran, and/or any other status protected by applicable law. We always welcome nominations and applications from women, members of any minority group, and others who share our passion for building a diverse community that reflects the diversity in our student population.
What do I do if I need an accommodation?
In compliance with the ADA Amendments Act (ADA), if you have a disability and would like to request an accommodation in order to apply for a position with Mississippi State University, please contact the Department of Human Resources Management at tel: (662) 325-3713 or ada@hrm.msstate.edu.
If you have any questions regarding this policy, contact the Department of Human Resources Management at (662) 325-3713 or ada@hrm.msstate.edu. Upon request, sections of this job listing are available in large print, and readers are available to assist the visually impaired.
