Help Center Support Specialist

Apply now Job no: 492962
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 Information Technology Help Center, located within the Anderson Academic Commons, provides customer focused IT support campus-wide, at the University of Denver, which includes: phone, email, online, and drop-in services for all faculty, staff, and students.

Position Summary

The Help Center Support Specialist, under the direction of the Manger of the IT Help Center, within the IT Campus Partnerships department, provides technology support for the University of Denver's 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. This position will also assist with daily operations in the Help Center Drop-in, Service Center, and Phone Support and with creating a smooth and efficient workflow. Support at the Help Center may include in-person, over the phone, email/web, and remote support during business, evening hours, and/or weekends. This position will communicate ongoing problems with co-workers and management and coordinate escalations to vendors for hardware repairs and further support. This position will also be a resource to Help Center Drop-in and Phone Support staff by acting as the next level in the technical escalation path for hardware and software issues.

Essential Functions

  • Service may be provided via phone, online, or in person at the Help Center to assist with Drop-in and Phone Support traffic as needed as well as any computer lab issues that may arise.
  • Organizes tiered support operations and monitors aging tasks within the Help Center Drop-in, Phone Support, and Service Center to ensure that communications with clients and issue resolutions occur according to Service Center SLA agreements.
  • Assists Help Center Leadership with auditing Help Center incidents to ensure that proper troubleshooting and standard operating procedures are followed for efficient and accurate resolutions.
  • Minimizes escalations by keeping a level of proficiency that allows for software and hardware issues to be resolved within the Help Center.
  • Ensures quality customer service and is a point of contact for escalated Help Center incidents and/or clients that require additional assistance.
  • Installs, upgrades, reimages, and configures software and operating systems on university and personal machines; optimizes the performance of various computer systems. 
  • Maintains vendor certifications (such as Apple and Dell), to troubleshoot and to provide hardware service for warrantied DU and personal machines. May also provide support for out of warranty devices on a case by case basis.
  • Assists with creating and updating diagnostics and imaging tools for Windows and Apple computers.
  • Analyzes incidents, collects data, identifies trends, and creates reports and documentation to improve standard operating and troubleshooting procedures. Reports problems; discuss needs and recommendations with managers on a regular basis (or as needed).
  • Assists with maintaining, within warranty limitations, the laptop computer loaner pool. Image and deploy computers for both long and short-term student needs. Co-ordinate with faculty and staff for individual and group (multiple) deployments. Assist with ensuring that computers are returned in a timely fashion and in a state as stipulated by the contracts.
  • Assists with creating and maintaining the content on the Help Center digital displays
  • Administers account permissions and provisions new accounts to provide access to university resources.
  • 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 need. 

Other Functions

The Help Center 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.

Duties

  • Participates as a 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

  • Good organizational skills, punctuality, dependability, customer service, and problem-solving skills.
  • Must be able to communicate with diplomacy, tact, and judgment, in-person, over email, and on the telephone. Strong verbal and interpersonal communication skills.
  • Ability to research, gather, and organize information for the purpose of identifying needs and possible solutions to the most difficult and complex hardware/software problems. Must be able to analyze, troubleshoot, organize work, set priorities and develop possible solutions for problems.
  • Ability to prioritize work requests, manage projects, and be able to concentrate and not be distracted while performing tasks.
  • Must be able to perform well under pressure and be able to change behavior in relation to others’ actions. Ability to adapt to changes quickly.
  • Demonstrate and update your understanding of Help Center policies and procedures.
  • Ability to be a role model and represent the professional image of the University, the Information Technology, and the IT Help Center.
  • Be familiar with operational and technical resource phone contact numbers and effectively controls traffic flow and escalations.
  • Intermediate to Advanced knowledge of vendor supported Apple and Windows operating systems, virtual operating systems, OS X Server, OS X System Image Utility, JAMF, SCCM, and Active Directory

Required Qualifications

  • Associates degree or equivalent education in related field.
  • 1 – 2 years of information technology experience in workstation/client support
  • Experience with troubleshooting Windows and Macintosh computers, network issues, and mobile devices in a variety of business settings.

Preferred Qualifications

  • Bachelor’s 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.                 

Work 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 requires 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 handle or feel objects, tools or controls; climb stairs; balance; stoop; 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. The position may require working irregular hours including both weekends and evenings.

Application Deadline
For best consideration, please submit your application materials by 4:00 p.m. (MST) on March 6, 2020.

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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