Job Description

Note for Current UM Employees

Current employees must apply internally via ConnectU >   connectu.olemiss.edu

The University of Mississippi

"The University of Mississippi — fondly referred to as Ole Miss — stands as a premier public research institution with a proud legacy of academic distinction. We are devoted to nurturing a vibrant, inclusive community where every member — student, faculty, and staff — can achieve their fullest potential.”

Department Summary

The Division of Outreach and Continuing Education at the University of Mississippi champions high-quality, accessible learning experiences, aiming to expand opportunities for students and the broader community. This division is rooted in core values of integrity, quality, and efficiency, with a dedication to fostering an equitable and inclusive environment. By prioritizing collaboration with university stakeholders and regional partners, the division seeks to inspire trans-formative educational experiences that meet the evolving needs of today’s diverse learners.

Role-Specific Insights - Supporting +/- 85 Staff Members:

In this role, the computer technician will play a crucial part in enabling the division’s mission by supporting technology infrastructure and ensuring seamless access to learning tools for faculty, staff, and students. The technician's work is foundational to achieving the division’s goals of quality and efficiency, allowing Outreach staff to concentrate on enhancing student and community engagement.

Key responsibilities include providing technical assistance to staff members across multiple campuses, troubleshooting equipment and software issues, and maintaining hardware to ensure that all systems run smoothly and securely. By focusing on efficient support, the technician will contribute to the division’s efforts to create a positive and impactful educational environment for students.

Role Specifications

Below you will find classification and compensation information. For additional details behind the University of Mississippi classification system please visit Human Resource Compensation Page

Family -  Information Technology 

Sub-Family -  IT Support

Career Track / Level -O2

Grade - 5

Role Summary

Performs technical troubleshooting by leveraging documented procedures and ensuring a high level of customer service in order to support the business and academic mission of the institution through technology.

Set up and configure laptops, desktops, and peripherals for new and existing staff, while also managing upgrades and maintenance. For instance, if a faculty member experiences lag during virtual classes, the technician could promptly assess and resolve any underlying hardware or software issues to prevent disruptions.

Assist in the implementation of security protocols to protect Outreach’s devices and sensitive data, including maintaining antivirus software, conducting regular system updates, and supporting staff in using secure systems effectively. For example, the technician might work with the IT security team to conduct a cybersecurity audit on the network or educate staff on best practices for password security.

Examples of Work Performed

Day-to-day duties typically involve a range of hands-on tasks to ensure that technology infrastructure operates smoothly and efficiently.

• Respond to helpdesk tickets and calls from staff members experiencing computer, software, or peripheral issues.
• Diagnose problems remotely or in-person, often troubleshooting hardware failures, software bugs, network connectivity issues, or printer malfunctions.
• Log incidents and resolutions for tracking and continuous improvement.
• Conduct routine maintenance on desktops, laptops, printers, projectors, and other equipment to prevent downtime.
• Replace or repair broken hardware components (e.g., hard drives, RAM, monitors) and ensure all devices are functional.
• Prepare replacement units or loaner devices to minimize disruptions for staff during repairs.
• Install new software, updates, or security patches to keep systems current and secure.
• Set up and configure computers for new hires, ensuring they have the appropriate software, permissions, and access to network resources.
• Assist with hardware upgrades, such as increasing storage or memory, to improve system performance.
• Address connectivity issues that might arise within the local network or with internet access.
• Assist in managing wireless networks, ensuring reliable access, and troubleshooting connectivity problems.
• Collaborate with IT to ensure network devices (routers, switches) are functioning correctly and securely.
• Implement and monitor antivirus and anti-malware programs to prevent data breaches.
• Ensure data backup protocols are followed, including regular checks on backup logs and testing recovery processes.
• Educate staff on best practices for data security, like secure password creation and identifying phishing attempts.
• Communicate regularly with team members and department heads to stay updated on upcoming technical needs or changes.
• Work alongside other IT staff to coordinate larger projects, like office-wide software deployments or system migrations.
• Provide user training and assist with setting up or troubleshooting any virtual meetings, webinars, or digital classrooms.
• Perform system audits to identify outdated software or potential security vulnerabilities.
• Schedule preventive maintenance to avoid unexpected system failures and ensure all equipment is ready for daily use.

Essential Functions

These essential functions include, but are not limited to, the following. Additional essential functions may be identified and included by the hiring department.

1. Identifies, troubleshoots, resolves, and/or escalates routine and first level technical problems for various products and services.
2. Receives and responds to inquiries and provides technical information through various communication mediums according to established policies and procedures. 
3. Using the ticketing system, log details of work performed, and resolution procedures, after intervention.
4. Assist with training student staff.

Minimum Education/Experience

Education:  High School or Equivalent

Experience: (2) Two Years Experience

EEO Statement

The University of Mississippi provides equal opportunity in any employment practice, education program, or education activity to all qualified persons. The University complies with all applicable laws regarding equal opportunity and affirmative action and does not unlawfully discriminate against any employee or applicant for employment based upon race, color, gender, sex, pregnancy, sexual orientation, gender identity or expression, religion, citizenship, national origin, age, disability, veteran status, or genetic information.

Minimum Physical Requirements

Physical Requirements: These physical requirements are not exhaustive, and additional job-related physical requirements may be added to these by individual agencies on an as needed basis. 

Corrective devices may be used to meet physical requirements.

Physical Exertion: The incumbent may be required to lift up to approximately 10 pounds.

Vision: Requirements of this job include close vision. Speaking/Hearing: Ability to give and receive information through speaking and listening.

Motor Coordination: While performing the duties of this job, the incumbent is frequently required to talk and hear; and use hands to finger, handle, or feel. The incumbent is periodically required to sit. The incumbent is occasionally required to stand; walk; and reach with hands and arms

Interview Requirements: Any candidate who is called for an interview must notify the Department of Equal Opportunity/Regulatory Compliance in writing of any reasonable accommodation needed prior to the date of the interview.

Background Check Statement

The University of Mississippi is committed to providing a safe campus community. UM conducts background investigations for applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial (credit) report or driving history check.

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