IT Support Specialist – HigherEdJobs

Information Technology (IT) is the unified IT organization that supports the vision, values, mission, and goals of the University by providing IT infrastructure, systems, administrative applications, academic resources, and related services to faculty, students, and staff. Embracing DU’s Impact 2025, the division aligns IT resources with University and unit strategic goals and operational plans, providing service in the spirit of “One DU”.

The IT Customer Services Department provides customer-focused support for a wide variety of technology resources campus-wide, at the University of Denver. Through a combination of distributed IT staff, tiered support, and a call center, this customer-centric department collaborates with campus partners to manage, maintain, and support the infrastructures for the multi-dimensional ways needed to support teaching, learning, events, and the day-to-day business operations at the University.

Position Summary

The Support Specialist, under the direction of the Senior Manager of IT Customer Services, within the IT Customer Services department, provides technology support for the University of Denver’s faculty, staff, and students, including computer hardware and software for Windows and Macintosh computers; virtual machines; Active Directory account management; printing solutions; Exchange account management; and other technology support for the University Community, as well as maintaining university-owned computers.

Essential Functions

• Gathers, analyzes, interprets, and presents information technology and business information for operational purposes.
• Optimizes the performance of various computer systems.
• Performs information technology support activities including networking, printing administration, and workstation/client support.
• Service may be provided via phone, online, in person at the Help Center, as well as in the field.
• Testing and documentation of applications and their compatibility with university systems
• Provides client consultation to determine how to apply technical resources to solve the business need.
• The Support Specialist works closely with all members of the IT Campus Partnerships area, other IT departmental staff and numerous clients to solve tasks and incidents.
• Participates as a member of the IT Campus Partnerships department and Information Technology division.
• Works collaboratively to resolve issues and provides a positive experience for the University community. Researches and contributes ideas for improvement.
• Diagnoses and resolves reported difficulties and/or escalates to appropriate specialists within the ITSM system.
• Responds to computer hardware failures, malware and virus threats, software troubleshooting requests, networking issues, system upgrade requests, file permission requests, new software deployments, and other issues as assigned.
• Installs, configures, and performs routine maintenance on systems hardware and software including Windows and Mac operating systems with appropriate certifications.
• May manage projects of limited scope or portions of large/complex projects and may provide guidance to technical staff on a project basis.
• Documents procedures addressing frequently occurring issues for clients. Identifies software upgrades and patches including but not limited to browsers, and operating systems, and tests for compatibility with University of Denver enterprise and other applications.
• Audits equipment, including an inventory and review of workstations with serial numbers, warranty info, and location information.
• As appropriate, performs other duties as assigned.

Knowledge, Skills, and Abilities

• Must be able to gather and organize information to identify needs and possible solutions.
• Skilled in providing information technology-related customer service to users with varying levels of technical expertise.
• Ability to troubleshoot mobile devices, including iOS, Android, and Windows Phone operating systems and applications.
• Must be able to manage projects, and work independently, and as part of a team.
• Excellent verbal and written communication skills in the English language are required.

Required Qualifications

• Associate’s degree or equivalent education in a related field.
• 1 – 2 years of information technology experience in workstation/client support
• Must be able to competently and professionally troubleshoot Windows and Macintosh computers, network issues, and mobile devices in a variety of business settings.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Management Information Systems, or related field.
• Any of the following certifications: Apple Certified Support Professional (ACSP) certification, Apple Certified Technical Coordinator (ACTC) certification, Apple Certified Macintosh Technician (ACMT) certification, Dell desktop and laptop hardware repair certifications.
• 2 – 3 years of progressive information technology experience in workstation/client support.
• Familiarity with Microsoft Active Directory, Group Policy, Microsoft Exchange, LDAP authentication, and VMWare VM/VDI deployments.
• Experience in a higher education setting.

Working Environment

1. The work environment is a university with cyclical periods of increased workloads with the possibility of moderate to high-stress levels.
2. The occasional need for off-campus support may be needed.
3. The department is highly automated with attention paid to ergonomics and safety.
4. The unit is one of several working collaboratively and cooperatively in a team-based organization.
5. The work environment consists of surroundings with moderate noise levels and frequent contact with electrical devices.

Physical Activities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions which include:

1. Ability to sit in front of a computer for an extended period of time.
2. Stand, walk, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, and crawl under desk/tables to troubleshoot cables and network connections; talk or hear; walk-up flights of stairs.
3. The employee must occasionally lift and/or move up to 50 pounds.

Work Schedule

Monday – Friday, 8:00 a.m. – 4:30 p.m. with some evenings and weekends as needed.

In accordance with the University’s flexible work policy, this position is an on-campus role with limited flexibility to work remotely during off-peak periods. Further details regarding this plan will be determined with the hiring manager and are dependent on the division and team specific needs.

Application Deadline

For best consideration, please submit your application materials by 4:00 p.m. (MST) January 25, 2024.

Special Instructions

Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Salary Grade Number:

The salary grade for the position is 8.

Hourly Range:

The hourly range for the position is $25.00 – $29.00.

This is a non-exempt position, scheduled to work 37.5 hours per week. Approximate annual pay range is $48,937 – $59,767.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.

Benefits:

The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:

1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. The University of Denver prohibits discrimination on the basis of race, color, national origin, ancestry, age, religion, creed, disability, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, genetic information, military enlistment, or veteran status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the University’s educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; the Americans with Disabilities Act; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; Equal Pay Act; Colorado Equal Pay for Equal Work Act; the Colorado Protecting Opportunities and Workers’ Rights (“POWR”) Act; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For more information, please see the University of Denver’s Non?Discrimination?Statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.