IT Engineer 2
Working under general supervision, this position is responsible for the delivery of the Executive Support service as well servers and systems for both the assigned business/academic unit(s) and various university systems. The position will design and implement services to keep university technical services running at specified service levels to enable reliable and robust services and work closely with University Technology (UTech) personnel to implement best practices and achieve division’s strategic goals. The position will make proactive recommendations through investigation of a number of possible solutions and strategies for designing and implementing a more robust and reliable set of core technology services. The position will standardize and document the assigned IT environments with a goal of applying unified solutions and practices across schools and business units. This service-oriented position requires considerable technical skills, the ability to work in a team environment, and strong communication skills.
- Deploy, support, and maintain Windows servers and other computer systems. Serve as campus-wide and local expert for implementation and support of university-wide systems. Determine business needs, research and recommend solutions. Make needed upgrades to ensure that systems are operating correctly. Investigate and solve problems. Utilize virtualized and/or cloud-based systems as appropriate. (25%)
- Manage executive support service operations to insure service delivery on an ongoing basis. Oversee the daily overall health of IT services. This includes managing disruptions to service through rapid restoration of incidents, determining the root cause of problems and detecting trends associated with recurring issues, handling daily routine end-user requests and managing service access. Coordinate technology support for events such as board of trustees meetings. Develop and report out metrics of volume and type of issues. Maintain an open dialog with the C-level executives and their teams to make sure their technology needs are being addressed. Develop and collect feedback on customer service satisfaction with it services. Establish, communicate, and implement policies, procedures, best practices, recommendations, and guidelines for standards. (30%)
- Perform as service manager of systems technologies at both the local and university level, including administration, policy and procedures, system documentation, delivering appropriate training, and providing support. Create actionable solutions to address the needs set forth in the campus and division strategic plans. Provide technical insight and recommendations to Client Experience and senior leadership within UTech to help identify and mitigate existing business risk or risks associated with solution architecture. Identify deficiencies, redundancies and/or cost-savings measures within the campus community and within UTech to unify and enhance services and offerings. (10%)
- Proactively maintain security of university systems and compliance with established UTech policies and procedures. Ensure monitoring of systems is in accordance to UTech monitoring strategy. Ensure compliance to solution design in the implementation of projects and by routine auditing and documentation. Ensure disaster recovery systems and procedures, backup schema and security measures are in place to safeguard the confidentiality and integrity of university data. Participate in business continuity and disaster recovery initiatives. Utilize tools for patch management and intrusion detection as well as research new ways to mitigate vulnerabilities and exposure. These items should be done according to UTech standards and best practices. (10%)
- Manage the C-level executive computer refresh program. Analyze needs, develop requirements, determine product, research vendors, and purchase hardware and software following university guidelines and budget requirements. (10%)
- Utilize existing technology or, if necessary, design, build and deploy new technology to effectively manage various applications and/or services on campus. These will include applications such as Office365, ITSM Ticketing System, inventory system, etc. Streamline and proactively monitor, maintain and secure endpoints. This may include operating system and application deployments, operating system and application patching, managing centralized antivirus, configuring network drives, managing campus printing, Active Directory, Group Policy, System Center Configuration Manager, Microsoft Intune, JAMF. Utilize virtualization technologies on campus such as Citrix (XenDesktop/XenApp), VMware vSphere, Hyper-V, AWS, Azure, Google Cloud Platform, etc. (5%)
- Work collaboratively with and provide leadership to UTech colleagues by contributing technical expertise to identify, plan, develop and manage new projects (according to UTech lifecycle) and systems; business expertise to continually improve the Executive Support service; supervise system integration and provide research into new server, end point management and data storage technologies in order to recommend and implement improvements. (5%)
- Participate in appropriate university committees, working groups or training sessions. (2%)
- Maintain an up-to-date knowledge of changing industry capabilities and practices that are related to the functional areas of the position. (2%)
- Perform other duties assigned. (1%)
Department: Regular contact with UTech staff to collaborate on projects and systems. Regular contact with UTech leadership to share vision and updates on current and future state.
University: Moderate contact with users of the systems such as faculty and staff stakeholders for communication, training, support, troubleshooting, requirements gathering, etc. Regular contact with University executives as part of Executive Support service.
External: Moderate contact with outside vendors and representatives to manage implementations, test and troubleshoot, system evaluation, training.
Students: Little or no contact with students.
Direct supervisory responsibility of Executive Support Analysts (IT Technician 4). May supervise work of project team members or lead projects in UTech portfolio.
Education and Experience: Associate's degree or relevant certification (Bachelor's degree preferred) and 3 years of experience -OR- High school education and 7 years of experience.
- Ability to troubleshoot Windows server and workstation hardware, software, and network issues and be able to analyze and implement and maintain an environment in which these issues are minimized.
- Working knowledge of technologies such as Active Directory, Group Policy, Windows Deployment Services, Distributed File Services, Microsoft Systems Center Configuration Manager, Intune, Azure, AWS, VMware, Terminal Services and PowerShell is preferred.
- Working knowledge of industry security best practices for managed desktops, authentication and authorization, virus and malware detection, auditing, remote access and securing Windows.
- Knowledge of and experience with server, desktop and application virtualization and cloud technologies.
- Familiarity with managing Microsoft SQL server, internet information services, file and print servers.
- Ability to handle routine tasks as well as unscheduled emergencies and priorities in a dynamic environment.
- Ability to develop teams - improve team performance by building team cohesiveness, leading, mentoring, training, coaching, and motivating in order to facilitate cooperation, ensure project efficiency, and boost morale.
- Ability to effectively manage and guide group efforts. This includes providing appropriate level of feedback concerning group progress.
- Highly organized, detail oriented, and possesses a high level of initiative with a demonstrated ability to work with little or no supervision. Ability to plan, sequence and integrate individual tasks with those of others.
- Must display sound, independent judgment, diplomacy, and tact in working with a variety of diverse individuals at all levels in the university.
- Excellent English oral and written communication skills, with the ability to communicate effectively and engage with a diverse user base having varied levels of technical proficiencies. Ability to interact with colleagues, supervisors and customers face to face.
- Ability to work independently with minimum supervision. Able to handle pressure and a heavy workload.
- Ability to develop in-depth understanding of client needs in order to be more helpful. The ability to consider how different audiences are likely to respond and choose the best method of communicating the message to each audience.
- Ability to actively listen; responsive to verbal and non-verbal clues.
- Ability to respond to difficult, stressful, or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood.
- Ability to recognize the importance of certain tasks and responsibilities and the ability to prioritize own and team members work to ensure that deadlines are met.
- Ability to be flexible in order to meet the constantly-changing scope and needs of the department, division and customers being served. Ability to work in a fast-paced environment while managing multiple projects. Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises; prioritizes appropriately.
- Ability to develop networks and use them to strengthen internal and external support. Ability to identify opportunities and take action to build strategic relationships between UTech and other University areas, teams, departments, etc., to help achieve business goals. Ability to work effectively at all levels within an organization.
- Ability to look at situations from multiple perspectives, break problems into component parts and look for underlying causes, and evaluate the consequences of different courses of action (Analytical Skills).
- Ability to identify various classes of problems along with the creation of workable solutions. Requires the identification and analysis of problems, evaluation of alternatives, provision of solutions, and the ability to see how these solutions fit into a larger framework.
- Ability to seek out opportunities to partner and transfer knowledge (actively participates in meetings, committees, multi-stakeholder groups, etc.)
- Ability to work as part of a team and under pressure of tight deadlines.
- Ability to meet consistent attendance.
The working conditions are typical of an office environment and computer rooms. Some heavy lifting of about 45 pounds may be required and there is bending and kneeling involved to work under a computer room floor. The position will not need access to residence hall facilities but the position will have frequent access to the computer rooms. The employee may be required are to carry a cell phone, during and after their normal work hours, including weekends to attend to after-hours emergencies. Occasional early morning, evening, or weekend hours may be required for emergency response, scheduled maintenance activities and special projects. Travel between various locations on campus may be required. The position requires typing on a computer keyboard and using a computer mouse and a printer.