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Dedicated Desktop Support ProfessionalRequisition Number: 43601Location: Boulder, COEmployment Type: University StaffSchedule: Full TimePosting Close Date: 26-Oct-2022Date Posted: 12-Oct-2022Job SummaryThe Office of Information Technology (OIT) encourages applications for a Dedicated Desktop Support (DDS) Professional! This position provides computer technical support to University departments on campus by installing, configuring and fixing hardware and software on desktops, laptops, mobile devices, and peripherals. Service includes proactive management of computer systems in a Microsoft Active Directory environment for PCs, and in Jamf for Macintosh computers. This position interacts with customers on a regular basis at the location of the customer and provides a high level of customer service through prompt and professional interaction, in addition to providing customer education and recommending standard processes for computer use. It is expected overall that this customer-site based position will develop a trusted working relationship with customers, such that customers come to feel this position represents and advocates for their IT needs. This is a hybrid position with a mix of both on-site and remote support work.Accordingly, this position requires a professional-level of interpersonal skills, in addition to technical and organizational skills. This position also works closely with the Dedicated Desktop Support Managers and the support organization to develop and implement an IT strategy that supports the business needs of the customer's department.The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.Who We AreVision:Office Information Technology will be valued by campus as a strategic, inclusive and innovative partner in advancing learning and discovery in order to enable CU Boulder to be a premier public university.
Mission:Office Information Technology enables campus priorities by providing high-value IT services and solutions.
Values:Trust, as a foundation for how we engage with one another and with campus partners, along with
Avid curiosity in how to better support the campus and our stakeholders while
Fostering empowerment and authentic engagement among ourselves and
Celebrating inclusivity that promotes a sense of belonging while acknowledging that each person is unique and valued.
Strategy:Office Information Technology will advance learning and discovery by delivering high-value reliable IT services and solutions that:
Provide a fluid and adaptable academic and student experience
Enable research competitiveness and
Deliver core infrastructure and enterprise IT services for business effectiveness.
Based on our departmental goals and our commitment to diversity and inclusive excellence, CIO Information Technology particularly welcomes applications from candidates whose knowledge, skills, and abilities, and desire to contribute to an inclusive campus environment, will help us achieve our vision of a diverse and inclusive community.What Your Key Responsibilities Will BeTroubleshooting and Customer ServiceWork alongside several teammates in a collaborative environment to diagnose, fix, repair, and maintain computer equipment, mobile devices, and peripherals for University departments on campus. Exercise independent judgment in determining the best method to resolve a given computer problem, and determine whether the problem can be resolved to the customers satisfaction within the confines of computing policies and standards of CU Boulder. Position will regularly encounter new computer problems without a previously prescribed solution, and must be able to think creatively and proactively; often conducting research and trial experiments to determine appropriate technical solutions, without compromising the integrity of the equipment.
Interact primarily with faculty, staff, (and at times students) on a regular basis and deliver a high level of customer service. Explain sophisticated computer problems and resolutions in clear non-technical terms, provide a limited degree of customer computer training, and recommend standard processes for computer use. Dedicated Desktop Support Professionals are expected to conduct themselves in a professional, respectful manner at all times; managing customer relationships and expectations appropriately, adapting to the clientele they support. This includes, but is not limited to exercising good judgment with tone, language, and comments when working with a customer. This also includes understanding the different audiences (faculty, students and staff) and interacting with each appropriately.
Computer Management and DocumentationResponsible for the management and oversight of 100 to 200 computer systems. Proactively manage Windows computers using Microsoft Active Directory, including management of security groups, computer principles, and Group Policy Objects. Consult with key personnel in supported departments in order to determine business needs, and consequently decide how to organize and subdivide the departments Active Directory OU structure and customize the Group Policy Objects to meet the technological requirements of each business unit. Additionally, proactively manage Macintosh computers in a similar manner using Jamf in parallel with Active Directory.
Maintain file server permissions for the department and customize the structure of the share point to meet the business needs of the supported department in accordance with Dedicated Desktop Support standard methodologies. Sensitive or private data may exist within supported departments, and this position is responsible for securing the information in accordance with University policies in conjunction with the management team and the IT Security Office.
Create and update documentation that describes all customizations performed for supported departments. This includes technical information on AD layout, file server layout, specialized applications, specialized OS loadset images, asset inventory of supported devices, and contact information for supported customers.
Business Needs Analysis and Liaison to Supported DepartmentsAlong with assistance from the Dedicated Desktop Support Managers and Senior Dedicated Desktop technical staff, plan and design future enhancements or upgrades to the departmental application software and hardware to enhance productivity and ensure a high level of service reliability, including activities such as evaluating the feasibility, compatibility, performance, and cost effectiveness of potential system upgrades. This position will be responsible for implementation of the future enhancements/upgrades planned for and designed by the desktop management team. Consult with users, departmental liaisons, and Office of Information Technology staff to determine their needs; and present recommendations on purchases and installation.
Recommendations must be consistent with departmental objectives and University/Office of Information Technology standards. Recommendations should also use the existing services provided by OIT and the Dedicated Desktop Support Units. Determine appropriate resolution or referral for customers advanced due to complexity or complaint.
Meet with departmental clients on a regular basis to understand business objectives, assess if technical solutions are meeting their needs, document findings, and determine next steps. Develop department-specific service migration strategies to meet departmental technical needs.
Training and ProjectsExpand technical skills and expertise by acquiring knowledge in new technologies, systems, applications, procedures, and tools and share the knowledge with the Desktop Support team. Following the established Desktop Support project management process, develop, test, implement, train staff, and maintain technological tools for use within the Dedicated Desktop Support team. Evaluate the effectiveness of new products, new procedures, and new technologies, by regularly consulting and interacting with the research and development portion of Dedicated Desktop Support.
What You Should KnowThis position is in a hybrid work situation.
DDS Pros progress through 4 levels of specific trainings, certifications, and increased job responsibilities. Advancement through each level is determined by the Advancement Board, consisting of DDS Managers. The Advancement Board meets regularly to collectively assess each DDS Pros progress toward meeting the requirements for the next level.
Progress through Level 1, usually within the first month, will require completion of certain trainings and certifications.
Progress through Levels 2 and 3, generally within the first year, may result in an increase in annual salary up to $58,500.
This role participates in voluntary on-call rotation with definitive response times; the likelihood of the on-call employee having to come on-site to respond/manage the issue/incident is rare. When not on call, you will be expected to respond in a reasonable (though not definitive) amount of time when called outside working hours regarding issues and incidents that arise.
All University of Colorado Boulder employees are required to comply with the campus COVID-19 vaccine requirement. (https://www.colorado.edu/health/facultystaff-covid-19-vaccine-requirement)
New employees must provide proof of vaccination or receive a medical or religious exemption within 30 days of employment.
What We Can OfferAnnual salary for this position is $50,000.
BenefitsThe University of Colorado offers excellent benefits (https://www.colorado.edu/jobs/benefits) , including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder (https://www.colorado.edu/about) .Be StatementsBe authentic. Be excited. Be Boulder.What We RequireBachelors Degree from an accredited institution. A combination of education and relevant work experience may be substituted for the degree on a year-for-year basis.
Two years of experience in an IT support or IT functional area.
What You Will NeedExcellent written and verbal communication skills, including the ability to build relationships and provide customer service that exceeds customer expectations.
Ability to quickly learn new computer technology on own initiative, independently or as part of a team.
What We Would Like You To HaveExperience fixing both Mac and PCs.
Experience with Active Directory and Casper.
Special InstructionsTo apply, please submit the following materials:A current resume.
A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.
We may request references at a later time.Please apply by October 26, 2022 for consideration.Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs. (http://www.colorado.edu/jobs/)To apply, visit https://jobs.colorado.edu/jobs/JobDetail/Dedicated-Desktop-Support-Professional/43601 (https://apptrkr.com/3537660)Copyright 2022 Jobelephant.com Inc. All rights reserved.Posted by the FREE value-added recruitment advertising agency (https://www.jobelephant.com/)jeid-8c8d6a3f9bd231478d05d3dd4c6d46dd
