Help Center Support Specialist

Apply now Job no: 493149
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 DU’s 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”.

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 Help Center operations by creating a smooth and efficient workflow. Support may include in-person, over the phone, email, online/webchat, 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 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/web, or in person at the Help Center to assist with high volumes of 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’s various assignment groups to ensure that communications with clients and issue resolutions occur according to ServiceNow 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 2 years of college course work in a related field.
  • 1 – 2 years of information technology experience in workstation/client support
  • Must be able to competently and professionally troubleshoot 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.
  • Familiarity with Microsoft Active Directory, Group Policy, Microsoft Exchange, LDAP authentication, and VMWare VM/VDI deployments.
  • Experience in a higher education setting.                

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) Friday July 31st 2020.

Special Instructions

Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

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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