Service Desk Administrator (Computer Tecnical Support Consultant 1), UCP 4

Job Title: Service Desk Administrator (Computer Tecnical Support Consultant 1), UCP 4
Job ID: 2017694
Location: Storrs Campus
Full/Part Time: Full-Time
Regular/Temporary: Regular

Job Posting

The School of Business Information Technology Department is seeking a full-time Service Desk Administrator (Computer Technical Support Consultant 1), UCP 4. The incumbent will report to the Service Delivery Manager and support, manage and provide oversight and future planning of the School of Business IT Help Desk. This position is based on the Storrs campus, but may require travel to other UConn campuses including Downtown Hartford and the UConn Stamford campus. Evening and weekend hours will be required as needed.

DUTIES AND RESPONSIBILITIES
  • Hiring, training, and managing student technical support for the classroom, staff, and faculty for the School of Business Storrs campus.
  • Managing ticket workflow and providing support for other departments using HelpSpot for their workflow.
  • Conducting Active Directory and Office 365 account management including creation, suspensions, and the assignments of permissions as part of Helpdesk requests.
  • Providing data analysis of trends in tickets and making recommendations based on reports.
  • Analyzing and diagnosing computer software, hardware and network communications problems for a variety of computer users.
  • Ensuring high levels of service delivery support for all current and new initiatives, including creating service catalog entries and ensuring quality documentation and communications that allows support for technologies to be delivered by Service Desk.
  • Assisting with installing, debugging, testing, tracking, and monitoring a wide range of commercially available software and hardware as required for assignment.
  • Assisting with the development of plans and processes that ensure the minimum risk to services and systems.
  • Utilizing and staying current with new and evolving technologies, in order to install, maintain and troubleshoot technologies adopted by the School of Business or the University, through training and self-guided learning.
  • Researching technology, equipment and tools, making recommendations to Service Delivery Manager.

MINIMUM QUALIFICATIONS
  • Bachelor's degree in computer science, communications, business or related field, or equivalent combination of training and relevant full-time experience.
  • One or more years of experience in computer technical support.
  • Considerable knowledge of desktop applications including MS Office and Outlook.
  • Demonstrated knowledge of computer equipment, networking and standard operating software.
  • Demonstrated experience with video conferencing and distance education software such as Skype for Business, WebEx, and Polycom Bridge hardware.
  • Demonstrated experience writing documentation and maintaining knowledge books.
  • Excellent written and verbal communication skills including the ability to bridge the gap between technical and non-technical languages.
  • Excellent interpersonal skills with demonstrated ability to establish and build cooperative working relationships with others.
  • Ability to work independently as well as in a team environment.
  • Demonstrated ability to prioritize, multi-task and meet tight timelines within a task-based and project management framework and team setting.
  • Must be willing and able to work occasional evening and weekend hours as needed with own transportation for visitation to other School of Business locations.

PREFERRED QUALIFICATIONS
  • Experience working in higher education or in an academically-focused technology environment.
  • Knowledge of information technology management and issues in a university setting.
  • Experience maintaining and repairing AV and/or instructional hardware and software.
  • Experience in teaching, training and conducting workshops.
  • Experience using imaging software to maintain homogeneous systems throughout the installation base.
  • The ability to work calmly and effectively under pressure and tight timelines in a self-driven environment.
  • Demonstrated leadership role in a previous position or group.
  • Experience in providing training, presentations to various levels of technical abilities.
  • Prior experience managing student workers in a technical environment.

APPOINTMENT TERMS

This is a full-time position based in Storrs, CT.

TO APPLY

Please apply online at UConn Jobs at www.jobs.uconn.edu, Staff Positions (Search # 2017694) to submit a letter of application, resume, and the names and contact information of three professional references. Employment of the successful candidate is contingent upon the successful completion of a pre-employment criminal background check. (Search # 2017694)

This job posting is scheduled to be removed at 11:59 p.m. Eastern time on August 4, 2017.

All employees are subject to adherence to the State Code of Ethics which may be found at http://www.ct.gov/ethics/site/default.asp.

The University of Connecticut is committed to building and supporting a multicultural and diverse community of students, faculty and staff. The diversity of students, faculty and staff continues to increase, as does the number of honors students, valedictorians and salutatorians who consistently make UConn their top choice. More than 100 research centers and institutes serve the University's teaching, research, diversity, and outreach missions, leading to UConn's ranking as one of the nation's top research universities. UConn's faculty and staff are the critical link to fostering and expanding our vibrant, multicultural and diverse University community. As an Affirmative Action/Equal Employment Opportunity employer, UConn encourages applications from women, veterans, people with disabilities and members of traditionally underrepresented populations.

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