Information Technology (IT) is the unified IT organization that supports the University's vision, values, mission, and goals 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”.

The IT Customer Services Department provides customer-focused support for various technology resources at the University of Denver campus-wide. 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

The Support Specialist, under the direction of the Senior Manager of IT Customer Services, within the IT Customer Services department, provides technology support for the University of Denver's faculty, staff, and students, including computer hardware and software for Windows and Apple computers; virtual machines; Active Directory account management; printing solutions; and other technology support for the University Community, as well as maintaining university-owned computers.

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.
• Provides technical support, training, and supervision for computer hardware and software for Windows and Macintosh computers; virtual machines; Active Directory account management; printing solutions; Exchange account management; and other technical support for the University community, as well as maintaining university-owned computers, and works in collaboration with and/or escalating to other IT departments/teams as needed (e.g. Systems, Architecture, Operations, etc.)
• Acts as lead for 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 as well as the Help Center Leadership, Technical Support Lead, and Support Specialist teams.
• Develops and maintains technical documentation, departmental policies, and knowledge articles.
• Responds to computer hardware failures, malware, and virus threats in collaboration with the IT Security Team, troubleshooting requests, networking issues, system upgrade requests, file permission requests, new software deployments, and other issues as assigned.
• Audits technology equipment assets, including an inventory and review of workstations with serial numbers, warranty info, and location information.
• End user Tier 2 support or troubleshooting of many essential DU systems before escalations is required.
• Adheres to all Department and University policies, procedures, directives, rules, and regulations
• Participates in the interview panel during the Department’s selection and hiring process when requested by Senior Management.
• Participates as a fully invested member of the IT Customer Services 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.

Knowledge, Skills, and Abilities

• Proficiency with set-up, configuration, and troubleshooting of laptop and desktop computers in a Microsoft Windows environment, some MAC (OS X) helpful.
• Ability to troubleshoot mobile devices, including iOS and Android operating systems and applications.
• Proficiency in providing software updates to systems/servers, and hardware maintenance/replacements.
• Proficiency with network address assignments, management, and implementation of routing protocols, routing table configurations, and certain implementations of authentication.
• Basic Active Directory experience.
• Ability and willingness to handle multiple projects concurrently.
• Organizational skills to manage multiple tasks and the ability to shift and prioritize higher tasks.
• Team player with the ability to interface daily with internal and external customers.

Required Qualifications

• Bachelor’s Degree (Computer-related course work or an equivalent combination of education and experience is necessary)
• 3+ years of computer systems, network, and application administration and technical support experience in an enterprise environment.
• 5 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

• B.S. in Computer Science or equivalent credit hours in a related field; experience can substitute for some education.
• 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.
• 2+ years of experience with building, managing, and configuring Windows Server platforms, as well as client-server applications, networking, and enterprise hardware.
• 1+ years of general working knowledge with SQL database administration, Active Directory, and database integration a plus.
• Advanced knowledge of 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 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; reach 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.

In accordance with the University’s flexible work policy, this position is eligible to be considered for partial remote work. Further details regarding this plan will be determined with the hiring manager and are dependent on the division and team specific needs.

Application Deadline

For consideration, please submit your application materials by 4:00 p.m. (MST) February 7, 2025.

Special Instructions

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

Salary Grade Number:

The salary grade for the position is 8.

Hourly Range:

The hourly range for the position is $25.00 - $26.50.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.

Benefits:

The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:

1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital, family, or parental status, pregnancy or related conditions, national origin, disability, or status as a protected veteran. The University of Denver does not discriminate and prohibits discrimination on the basis of race, color, national origin, ancestry, age, religion, creed, disability, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital family, and parental status, pregnancy, genetic information, military enlistment, or veteran status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the University’s educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; the Americans with Disabilities Act; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; the Equal Pay Act; the Colorado Equal Pay for Equal Work Act; the Colorado Protecting Opportunities and Worker's Rights ("POWR") Act; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For more information, please see the University of Denver's Non‑Discrimination‑Statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.