Technical Support Supervisor

Apply now Job no: 492610
Work type: Staff Full-Time
Location: Denver, CO
Categories: Information Technology

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 Director of Digital Media Services and IT Field Support, this position is responsible for the maintenance and monitoring of a variety of technology systems and solutions. This position requires a deep understanding of infrastructure, excellent customer service, and knowledge of the essential tools required to support the DU community.

Reporting to the Director of Digital Media Services and IT Field Support, this position is responsible for the maintenance and monitoring of a variety of technology systems and solutions. This position requires a deep understanding of infrastructure, excellent customer service, and knowledge of the essential tools required to support the DU community.

Essential Functions

  • Responds to complex technical and workstation support requests from users and technical staff. Identifies, prioritizes and provides software and hardware technical assistance. Tests, troubleshoots, and optimizes performance.
  • Assists with identification, design, installation, operation and maintenance of hardware and software applications. Provides technology support for computer hardware and software for Windows and Macintosh computers; virtual machines; Active Directory account management; printing solutions; Exchange account management; and other technology support for the University Community, as well as maintaining university owned computers, and works in collaboration with and/or escalating to IT Infrastructure as needed.
  • Manages projects of limited scope or portions of large/complex projects and may provide guidance to technical staff on a project basis and in collaboration with the IT Project Management Office. Develops and maintains technical documentation and departmental policies and knowledge articles.
  • 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.
  • Documents procedures addressing frequently occurring issues for clients. Identifies software upgrades and patches including but not limited to browsers, operating systems, and tests for compatibility with University of Denver enterprise and other applications. 
  • Audits equipment, including an inventory and review of workstations with serial numbers, warranty info, and location information.
  • 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.  

Supervisor Duties

  • Supervises the System Admin I, which includes planning, assigning, scheduling and reviewing work to ensuring quality of standards.

Knowledge, Skills, and Abilities

  • Comprehensive knowledge of concepts, practices, and procedures with the ability to apply that knowledge in complex, difficult, and/or unprecedented situations
  • Ability to provide creative approaches to new concepts
  • Must be able to interact with all members of the University community; ability to communicate with faculty, staff, students, and outside vendors at a high level
  • Strong verbal and interpersonal communication skills; must be able to communicate with diplomacy and tact, both in person and on the telephone
  • Understand and interpret mathematical data relating to implementation and specification of digital equipment; experience with Excel preferred
  • Ability to critically reason and apply reasoning to significant technology problems; must be able to perform well under pressure
  • Manage projects that are highly varied and complex with the ability to troubleshoot problems; to create and interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • Analytical skills sufficient to investigate technology problems, collect data, develop resolutions to help resolve problems and make recommendations to senior leadership.
  • Good organizational skills, punctuality, and dependability; ability to prioritize work requests 

Required Qualifications

  • Bachelor's degree; including computer-related course work or an equivalent combination of education.
  • 3 or more years of progressive technology experience
  • Advanced knowledge of desktop administration
  • Experience in supporting technologies in a fast-paced, customer-oriented environment
  • Experience with Microsoft Active Directory, Group Policy, Microsoft Exchange, LDAP authentication, and VMWare VM/VDI deployments.

Preferred Qualifications 

  • Proficient understanding of a variety of operating systems, software, and hardware.
  • 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, Dell desktop and laptop hardware repair certifications. 
  • Advanced knowledge with Microsoft Active Directory, Group Policy, Microsoft Exchange, LDAP authentication, and VMWare VM/VDI deployments.

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 August 27, 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.

Advertised:
Applications close:

Back to search results Apply now Refer a friend

Share this:

| More

We're Here to Help

Browse our knowledge base for help with frequently asked questions or submit a ticket

Submit a Ticket

2019 Forbes Best-In-State Employer Colorado image

University of Denver is proud to be ranked
among the top five Best Employers in Colorado

Contact