Support Specialist

Apply now Job no: 492678
Work type: Staff Full-Time
Location: Denver, CO
Categories: Information Technology

Information Technology (IT) is the unified IT organization that supports the vision, values, mission, and goals of the University by providing IT infrastructure, systems, administrative applications, academic resources and related services to faculty, students and staff. Embracing DU’s Impact 2025, the division aligns IT resources with University and unit strategic goals and operational plans, providing service in the spirit of “One DU”.

Position Summary

The Support Specialist, under the direction of the Assistant Director of IT Field Support, within the IT Campus Partnerships department, provides technology support for the University of Denver faculty, staff, and students, including 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. Some specialists may be IT’s direct liaison with one or more divisional partners on campus, working to develop strong service relationships and in-depth understanding of the partners’ particular technology needs, where appropriate

Essential Functions

  • Gathers, analyzes, interprets and presents information technology and business information for operational purposes.
  • Optimizes the performance of various computer systems.
  • Performs information technology support activities including networking, printing administration, and workstation/client support.
  • Service may be provided via phone, online, in person at the Help Center, as well as in the field.
  • Testing and documentation of applications and their compatibility with university systems
  • Provides client consultation to determine how to apply technical resources to solve the business, academic, or research need.
  • The Support Specialist works closely with all members of the IT Campus Partnerships area, other IT departmental staff, and numerous clients to solve tasks and incidents.
  • 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.
  • Diagnoses and resolves reported difficulties and/or escalates to appropriate specialists within ITSM system.
  • Responds to computer hardware failures, malware and virus threats, 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 systems hardware and software including Windows and Mac operating systems with appropriate certifications.
  • May manage projects of limited scope or portions of large/complex projects and may provide guidance to technical staff on a project basis.
  • 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.
  • As appropriate, performs other duties as assigned.

Knowledge, Skills, and Abilities

  • Must be able to gather and organize information for the purpose of identifying needs and possible solutions.
  • Skill in providing information technology related customer service to users having varying levels of technical expertise.
  • Ability to troubleshoot mobile devices, including iOS, Android, and Windows Phone operating systems and applications.
  • Must be able to manage projects, work independently, and as part of a team.
  • Excellent verbal and written communication skills in the English language are required.

Required Qualifications

  • Associates degree or equivalent education in related field.
  • 1-2 years of information technology experience in workstation/client support
  • Experience with competently and professionally troubleshooting 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.
  • 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.
  • 2-3 years of progressive information technology experience in workstation/client support.
  • Experience with Microsoft Active Directory, Group Policy, Microsoft Exchange, LDAP authentication, and VMWare VM/VDI deployments.
  • Experience in a higher education setting.

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 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 18, 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.

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