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Senior Technical Support Specialist

Employer
University of Denver
Location
Colorado, USA, Denver
Salary
Negotiable

Job Details

Information Technology (IT) supports the vision, values, mission, and goals of the University through providing IT infrastructure, systems, administrative applications, academic resources and related services to faculty, students and staff. Embracing DUs Impact 2025, the division partners with administrative and academic units to align strategic goals and operational plans, providing unified service in the spirit of One DU.

The IT Campus Partnerships 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

Reporting to the Technical Support Supervisor, within the IT Campus Partnerships Department, this position is responsible for the maintenance and monitoring of a variety of technology solutions. This position requires an understanding of infrastructure, excellent customer service, and knowledge of the essential tools required to support the DU community. This position works closely with University customers, IT specialists within IT Campus Partnerships and IT Infrastructure, and vendors to manage and evaluates technologies. The position requires the technician to remain current with industry best practices and participate within a team environment. The individual in this position needs to possess an understanding of established procedures, and has the ability to resolve complex issues, applying skills and knowledge in multiple functions.

This position is responsible for providing technical support for users; maintaining various operating system installations for workstations and laptops, configurations, monitoring, and maintenance: and utilizing strong organizational, analytical and problem-solving skills to evaluate situations to make recommendations and prompt, effective corrective action. They will need to work closely with all members of the IT Campus Partnerships area, the IT Infrastructure department, the IT Enterprise Applications department, and numerous clients to solve tasks and incidents.

Essential Functions

  • Trains and educates new and current employees on technologies and serves as University technical resource. Stays current on industry best practices and suggests ways to implement and update current University practices and technologies.
  • Serves as the main point of contact for enterprise systems and contributes to the development of operations improvement plans
  • Provides technical support and assistance to customers, including resolving issues of moderate to significant complexity, assisting with scheduled maintenance, and diagnosis and resolution of reported difficulties.
  • Addresses and responds to customer inquiries on University products and services, including installation, operational functions, troubleshooting, and maintenance
  • Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction
  • Documents and responds to computer hardware failures, malware and virus threats in collaboration with the IT Security Team, 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 hardware and software including Windows and Mac operating systems with appropriate certifications. Audits equipment, including an inventory and review of workstations with serial numbers, warranty info, and location information.
  • Assists in project management within the department and in collaboration with the IT Project Management Office. Documents procedures addressing frequently occurring issues for clients. Manages software upgrades and patches as directed, including but not limited to browsers, operating systems, and tests for compatibility with University of Denver enterprise and other applications.
  • Serves as a mentor and guide Support Specialists and Help Desk employees
  • Possesses a deep understanding of the Universitys products and services.
  • Participates as a fully invested 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.
  • As appropriate, performs other duties as assigned

Knowledge, Skills, and Abilities

  • Must be able to gather and organize information to identifying needs and possible solutions, with the able to communicate with diplomacy, tact, and judgment, both in person and on the telephone.
  • Skill in providing a high level of information technology related customer service to users having varying levels of technical expertise.
  • Ability to prioritize work requests, work independently, manage projects, and be able to concentrate and not be distracted while performing task.
  • Excellent verbal and written communication skills are required.
  • Must be able to analyze, troubleshoot, organize work, set priorities and develop possible solutions for problems.
  • Good organizational skills, punctuality, and dependability.
  • Must be able to interact with all members of the University community and work within a team environment.
  • Must be able to perform well under pressure and be able to change behavior in relation to the actions of others.
  • Must be comfortable with setting up and supporting video conference meetings making quick decisions in front of large groups.

Required Qualifications

  • Associates degree or equivalent education in related field.
  • 3 years of progressive information technology experience in workstation, client, frontline support.
  • Experience working in Windows environment, supporting iOS devices, and prior experience with Office 365.
  • Experience working with audio visual, video, and computer equipment.
  • Experience supporting video conferencing technologies.
  • 3 years of competently and professionally troubleshoot Windows and Macintosh computers, network issues, and mobile devices in a variety of business settings.

Preferred Qualifications

  • Bachelors degree in Information Technology, Management Information Systems, or related field.
  • 5 years of progressive information technology experience in workstation, client, frontline support.
  • 2 years of experience working in Windows environment supporting iOS devices, and experience with Office 365.
  • 1 year of information technology experience supporting executives.
  • Experience in a higher education setting.
  • Any of the following certifications: Apple Certified Support Professional (ACSP) certification, Apple Certified Technical Coordinator (ACTC) certification, Apple Certified Macintosh Technician (ACMT) certification, SSCM, or JAMF certification, Dell desktop and laptop hardware repair certifications.
  • Familiarity with Microsoft Active Directory, Group Policy, Microsoft Exchange, LDAP authentication, and VMWare VM/VDI deployments.
  • 2 years of experience using system management software such as SCCM, or JAMF

Working Environment

  • The work environment is a university with cyclical periods of increased workloads with the possibility of moderate to high stress levels.
  • The department is highly automated with attention paid to ergonomics and safety.
  • The unit is one of several working collaboratively and cooperatively in a team-based organization.
  • The position may require working irregular hours including both weekends and evenings.
  • 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:

  • Ability to sit in front of a computer for an extended period of time.
  • Stand, walk, sit, use hands to finger, handle, or feel objects, tools or controls; teach 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.
  • The employee must occasionally lift and/or move up to 50 pounds.

Work Schedule
Monday - Friday, 8:00 a.m. - 4:30 p.m. Evenings and weekends as required.

Application Deadline
For best consideration, please submit your application materials by 4:00 p.m. (MST) on October 2, 2019.

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

Salary Range:
Salary will be determined by the qualifications of the selected candidate balanced with departmental budget availability, internal salary equity considerations, and available market information.

Please include the following documents with your application:
1. Resume
2. Cover Letter

The University of Denver is committed to enhancing the diversity of its faculty and staff. We are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, religion, sex, sexual orientation, gender identity, disability, military/ veteran status or any other status protected by law.

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

Organization

Founded in 1864—just a few years after the city of Denver itself was founded—the University of Denver is one of the country's premier private universities.

The University's 125-acre campus, a few miles south of downtown Denver, is home to more than 11,500 students hailing from all regions of the United States and 83 other countries.

The University offers:

Regardless of what they study, University of Denver students embark on a personal educational journey that helps them find and follow their individual purpose.

Collaborative, Experiential Learning

Our students work closely with faculty, peers and members of the community on projects, research and fieldwork. They cross disciplines to discover new perspectives and approaches to problem solving.

In and out of the classroom, our students learn by doing, whether they're collecting data in the field or putting theory into practice in a clinical setting.

The University of Denver Culture

Across the University of Denver’s many divisions, departments, and offices, supervisors are searching for new employees who strive to excel and innovate, prize integrity, and who value the opportunity to engage with the community.  The University is always looking for creative problem solvers, critical thinkers, and lifelong learners who want to know more and do more.

At the University of Denver, our culture is steeped in ethics and social responsibility. As a result, our faculty and students represent a wide array of perspectives and enjoy the healthy dialogue that grows out of diversity. University of Maryland, Baltimore

For all their differences, the members of our community are united by a common purpose: They're determined to confront society's most pressing challenges—everything from world health and the global economy to access to education.

Company info
Website
Telephone
3038717770
Location
2199 S. University Blvd.
Denver
Colorado
80210
US

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