Desktop Support Specialist - Information Technology
The Desktop Support Specialist, under the direction of the Assistant Director of IT Customer Service, is responsible for maintaining the operational sustainability of the University of Denver's faculty, staff, and students by providing assistance with technology concerns which may include, but are not limited to Windows and Macintosh desktop computer hardware and software; virtual machines; Active Directory account management, printing solutions, security group management, and Exchange account management; and other technology support for the University Community, as well as maintaining university owned computers in academic computing labs.
The Desktop Support Specialist works closely with all members of the IT Customer Service department, other IT departmental staff, and numerous clients and/or other campus division staff on a regular basis to solve client incidents.
- Installs, configures and performs routine maintenance on systems hardware and software including servers and operating systems. Maintains user accounts and security groups.
- For faculty, staff, students, and computer labs, responds to requests for the technical support of Windows, Mac, or virtual computer hardware, software, and networking via phone, online communication, walk-in support at the Help Center or in-person office visits.
- Diagnoses and resolves reported difficulties and/or escalates to appropriate specialists within ITSM system.
- Responds to computer hardware failures, malware and virus threats, software troubleshooting requests, networking issues, system upgrade requests, password and file permission requests, and new software deployments. Ensures software is installed in compliance with license agreements. Where appropriate, problem resolution and training should be conducted in a manner which reduces or prevents repeat requests.
- Installs, configures and maintains workstation hardware, software and peripherals. Evaluates workstation support needs; plans and implements maintenance, upgrades and training programs. Resolves hardware/software problems.
- May manage projects of limited scope or portions of large/complex projects. May guide technical staff on a project basis.
- For non-standardized legacy applications and infrastructure, provides redundant configuration, maintenance, and administration services while working within university established guidelines for security, robustness, and operational sustainability. Proactively identifies concerns and proposes resolutions.
- Documents procedures addressing frequently occurring issues for clients. Uses appropriate test scripts. Identifies software upgrades and patches including but not limited to browsers, Operating Systems, and Java, and tests for compatibility with University of Denver enterprise and other applications.
- Participates as a fully invested member of the Customer Service department and Information Technology division. Researches and contributes ideas for improvement. Participates in scheduled staff meetings and works collaboratively to resolve issues and provide a positive experience for the University community.
- As appropriate, performs duties assigned by supervisor.
- Two years of higher education study in Information Technology, Management Information Systems, or a related field.
- Three years of progressive information technology experience in workstation/client support or systems administration.
- Must be able to competently and professionally troubleshoot Windows and Macintosh computers, network issues, and mobile devices in a variety of business settings.
- Advanced knowledge of Windows and Macintosh computer hardware, operating system, and software operations and optimization.
- 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.
- Five years of progressive information technology experience in workstation/client support or systems administration.
- Poses 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.
- Advanced knowledge of Microsoft Active Directory, Group Policy, Microsoft Exchange, LDAP authentication, and VMWare VM/VDI deployments.
For best consideration, please submit your application materials by 4:00pm on Tuesday, September 5, 2017.
Candidates must apply online through www.du.edu/jobs to be considered. Only applications submitted online will be accepted.
Please include the following documents with your application:
- Cover Letter
The University of Denver is committed to enhancing the diversity of its faculty and staff and encourages applications from women, minorities, members of the LGBTQ community, people with disabilities and veterans. The University is an equal opportunity/affirmative action employer.
All offers of employment are based upon satisfactory completion of a criminal history background check.