DescriptionUniversity of Colorado Denver l Anschutz Medical CampusOffice of Information TechnologyEntry Level Service Desk ProfessionalPosition #303425 – Requisition #17802
* Applications are accepted electronically ONLY at www.cu.edu/cu-careers *
The University of Colorado Denver seeks individuals with demonstrated commitment to creating an inclusive learning and working environment. We value the ability to engage effectively with students, faculty and staff of diverse backgrounds.
The Office of Information Technology has an opening for a full-time University Staff (unclassified) Entry Level Service Desk Professional position.
The Office of Information Technology works to advance the University mission by providing innovative technology solutions and services to the CU Denver | Anschutz Medical Campuses, their constituents and partners. Click here to find out more about the Office of Information Technology 
Through our six core values, Service, Professionalism, Leadership, Innovation, Community, and Excellence (SPLICE), we make a difference. Click here to find out more about OIT’s Culture. 
Position Summary:This position is responsible for providing remote IT support for staff, students, and faculty at CU Denver, CU Anschutz, and off-campus locations.  This position is charged with performing the full range of OIT Service Desk remote support functions by providing assistance to end users, technical staff and management personnel as it relates to daily departmental and end user requests for services and incidental support activities.  This position is expected to perform in accordance with the Office of Information Technology’s values and mission.
As Colorado’s public urban research university, the University of Colorado Denver educates a diverse student body through quality academics, ambitious research, creative work, and civic engagement in the city we call home. CU Denver graduates gain the powerful combination of immersive classroom and real-world experience that are in demand today. The city benefits from well-educated, top talent and a new generation of knowledge that fuels the future of Denver and our region. We are CU in the City. 
CU Denver offers more than 100 degree programs, from the bachelor’s to the doctoral level, in the heart of downtown.Here, more than 15,000 students pursue academic programs that range from global energy management to music industry studies to criminal justice. As part of the state’s largest public university system, CU Denver is a major contributor to the Colorado economy, with nearly 2,500 employees and annual economic impact of $800 million.  Read CU Denver Quick Facts here. 
Examples of Work Performed: This position is responsible for fulfilling service requests and managing incidents for the OIT Service Desk team.  This position is capable of fulfilling requests and managing incidents related to accounts and access, network and telephony, email and messaging, security and compliance, learning management systems, file servers, remote access and computing, and application, software, and hardware support, with minimal supervision and direction.  This position will rotate on a weekly basis between different Service Desk responsibilities, providing support via phone, email, chat, and walk-in.  This position will be required to adapt to sudden schedule changes to meet ever-changing customer needs.  Over a 6-month period, this position will be responsible for developing competencies to perform these job functions with minimal supervision and oversight.  After this 6-month period, this position will begin training with Intermediate IT Professionals to develop competencies to perform onsite support duties.
The Intermediate IT Professional will be able to perform the following tasks and duties with minimal direction or supervision (after 6 month training period):

• Actively contribute to OIT Service Desk’s support functions, including phone, email, chat, and walk-in service on a weekly, rotating basis.  Support areas include, but are not limited to:

1. Accounts and Access: Fulfil requests and manage incidents including password resets, account unlocks, and identity management.
2. Messaging and Calendars: Fulfil requests and resolve issues related to the Microsoft 365 email system, calendar sharing, and related applications.
3. Learning Management Systems: Fulfil requests and manage incidents including course enrollments, mergers, and features.
4. Phones and Internet:  Fulfil requests and manage incidents including phone and network configuration, changes, and moves.
5. Security: Fulfil requests and manage incidents including compromised accounts, encryption, and phishing and spam.
6. Computers and Devices: Fulfil requests and manage incidents including troubleshooting desktops, laptops, printers and mobile devices.
7. Software and Applications: Fulfil requests and manage incidents including software installation, configuration, and troubleshooting.
8. Remote Access: Fulfil requests and manage incidents including VPN access, and remote desktop computing access.  
9. Server and Storage Support: Fulfil requests and manage incidents including network drive access, mapping, and troubleshooting.

• This position is responsible for exercising judgement to determine if and when to escalate tickets to the appropriate resource for further assistance.
• Engage in high-level problem-solving activities to diagnose and troubleshoot complex technical issues and provide innovative solutions to meet customers’ needs.

On-Call Duties:

• A pager is required for these duties as occasionally these duties may require off-hours and on-call support.

1. The on-call, after-hour professional must be familiar with basic Help Desk functions and be able to provide Tier I remote/phone support.  The employee will be provided with a pager, Blackberry, after-hours bag, notebook, University laptop, spare batteries, power chargers, and procedures guides.  For the entire period of time the employee is the after-hours professional on duty, the employee is expected to have the after-hours bag and equipment, be in a location that has internet access, and must be able to respond to pages received within 15 minutes.

Salary and Benefits:The salary range for this position has been established at $50,000 and is commensurate with skills and experience.
Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.  Benefits: https://www.cu.edu/employee-services/benefitsTotal Compensation Calculator: http://www.cu.edu/node/153125
Diversity and Equity:Please click here for information on disability accommodations: http://www.ucdenver.edu/about/departments/HR/jobs/Pages/JobsatCUDenver.aspx
The University of Colorado Denver | Anschutz Medical Campus is committed to recruiting and supporting a diverse student body, faculty and administrative staff. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities and all veterans. The University of Colorado is committed to diversity and equality in education and employment.
The University of Colorado Denver | Anschutz Medical Campus is dedicated to ensuring a safe and secure environment for our faculty, staff, students and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.


QualificationsMinimum Requirements

• Graduation from an accredited college or university with a bachelor's degree in computer science or closely related field -OR- an associate's degree in computer science or a closely related field plus two years' experience working in information technology workstation support or service desk fields.  Work experience in the occupational field or specialized subject area of the work assigned to the job may be substituted on a year-for-year basis for the degree.

Conditions of Employment:Must be willing and able to travel between campuses (Denver Campus and Anschutz Medical Campus)
Preferred Qualifications

• Experience troubleshooting current Windows and Macintosh Operating Systems
• Experience using remote computer access or maintenance software
• Experience using Help Desk ticketing software
• Experience with troubleshooting Tier I technical problems over the phone
• Experience with Active Directory and domains

Competencies:

• Excellent customer service and communications skills
• Excellent organization and time management skills
• Ability to work with individuals with a wide range of computer skills, specifically when communicating technical information
• Excellent problem solving and troubleshooting skills
• Ability to work independently as well as a member of a team

PLEASE NOTE: Candidates will be responsible for travel expenses related to the interview process and any relocation expenses, if applicable.


Job Category: Information Technology
Primary Location: Denver
Schedule: Full-time
Posting Date: Nov 21, 2019
Unposting Date: Ongoing