Job Information
University of Colorado Student Affairs IT Support Professional in Boulder, Colorado
Student Affairs IT Support Professional
Requisition Number: 56498
Location: Boulder Colorado
Employment Type: University Staff
Schedule: Full Time
Posting Close Date: 21-May-2024
Date Posted:
Job Summary
Student Affairs Information Technology (SA IT) at the University of Colorado Boulder encourages applications for a Student Affairs IT Support Professional ! This role serves as part of a specialized support team that performs analysis, troubleshooting, and resolution of IT issues for standalone client workstations and virtual desktops. This position keeps current with changing system setups, configurations, customer service issues, troubleshooting analysis techniques, processes and resolutions, and will provide proactive management of department devices using tools such as the Jamf mobile device management platform and Microsoft Endpoint Configuration Manager (MECM). This position interacts with customers on a regular basis at the location of the customer and provides a high level of customer service through prompt and professional interaction, in addition to providing customer education and recommending standard processes for computer use. This position will operate a University vehicle to provide support at the customer-site as well as to deliver and install computers, printers and other IT equipment.
The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.
Who We Are
The Division of Student Affairs consists of 30 departments that provide student support and services dedicated to helping students become successful, curious, competent individuals during their time at CU Boulder.
The work in Student Affairs supports all factors of the student experience, no matter what department a staff member may work in. This includes where students live, eat, make friends, build professional skills and find help if they need it. Many departments provide involvement opportunities, educational resources and support services to help students find their community and build lifelong skills. Student Affairs also has shared services departments that support the work and staff of our student-facing areas, including areas like assessment, business services, financial planning, human resources, marketing communications and information technology (IT).
With over 800 staff members in the Division of Student Affairs, our diverse team is uniquely positioned to personalize the student experience and advocate for students, enhancing their success inside and outside the classroom.
Student Affairs Information Technology
Student Affairs Information Technology (SA IT) provides technology leadership and support to the Division of Student Affairs. Staff have the knowledge and understanding of student and staff needs, in addition to technical expertise-making SA IT a trusted partner to Student Affairs departments. SA ITs dedication, responsiveness and commitment allow them to meet customers evolving needs and work collaboratively to serve students.
What Your Key Responsibilities Will Be
Troubleshooting and Customer Service
Manage ticket queues by working alongside teammates in a collaborative environment to diagnose, troubleshoot, repair, and maintain university owned computer equipment, mobile devices, and peripherals for the Division of Student Affairs. Exercise independent judgment in determining the best method to resolve a given computer problem and determine whether the problem can be resolved to the customers satisfaction within the confines of computing policies and standards of CU Boulder. Position will regularly encounter new computer problems without a previously prescribed solution and needs to be able to think creatively and proactively; often conducting research and trial experiments to determine appropriate technical solutions, without compromising the integrity of the equipment.
Interact with staff and student employees on a regular basis. Explain complex computer problems and resolutions in clear non-technical terms, provide a limited degree of computer training, and recommend standard methodologies for computer use. Desktop Support Professionals are expected to conduct themselves in a professional, respectful manner at all times; managing customer relationships and expectations appropriately, adapting to the clientele they support. This also includes understanding the different audiences (staff or student employee) and interacting with each appropriately.
This position operates University vehicles while supporting Student Affairs customers across campus.
Provide excellent customer service through regular contact with users by phone, walk arounds, e-mails and ticket system.
Incorporate set support hours of ticketing queue coverage as a part of regular duties.
Working nights and weekends may be required in case of IT emergencies such as outages and security concerns. Responsible for safeguarding files and data against accidental or unauthorized modification, destruction, or disclosure. Serves as a member of the Student Affairs IT team and works collaboratively.
Computer and Device Management
Responsible for the management and oversight of 250 desktops and 300 laptop computer systems.
Perform imaging, application deployment and patching via campus approved tools such as MECM.
Coordinate packaging and deployment of Student Affairs applications as necessary.
Manage Student Affairs department iOS devices using Mobile Device Management platform such as Jamf.
Assist customers with hardware and software issues with iOS devices.
Work collaboratively with main campus Office of Information Technology (OIT) in the management and utilization of campus tools.
Training and Projects
Attend all professional internal and external meetings as requested by supervisor.
Work independently with campus entities in meetings and collaboration efforts within broad guidelines from the department IT and professional specifications.
Expand technical skills and expertise by acquiring knowledge in new technologies, systems, applications, procedures, and tools and shares the knowledge with the Desktop Support team.
Meet with Student Affairs coworkers to keep current with changing system setups, configurations, customer service issues, and troubleshooting techniques.
Other Duties
Produce and/or create reports and summary documentation as needed.
Create and update documentation for internal and customer facing Knowledgebases.
Provide up-to-date written documentation for training and configurations.
Report progress of projects and current operations of work orders.
Monitor current automated reports of client workstation status, configurations, software installations, equipment inventories, and virus and security alerts.
Communicate verbally and in writing the project status and operational changes to managers, directors, and staff as appropriate.
Review processes and recommend any operational improvements.
What You Should Know
This is a hybrid position working both on the CU Boulder campus and remotely. The hybrid work modality is available after the first 3 months of employment.
Standard schedule is Monday-Friday, 8 AM to 5 PM. Some nights and weekend hours may be necessary due to departmental needs or IT emergencies.
What We Can Offer
- The salary for this position is $54,000 annually. Onboarding assistance is available within Student Affairs division guidelines.
Our outstanding benefits include:
Paid days off: 22 vacation days, 15 sick leave days and 11 holidays per year.
Access to medical, vision, dental and life insurance.
Tuition reimbursement.
A 10% employer contribution retirement plan.
EcoPass for free RTD rides.
Opportunity for career growth within the division of student affairs and the CU Boulder campus!
Benefits
The University of Colorado offers excellent benefits (https://www.colorado.edu/jobs/benefits) , including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder (https://www.colorado.edu/about) .
Be Statements
Be courageous. Be inventive. Be Boulder.
What We Require
Bachelors degree in an information technology-related or business field. Experience in an information technology-related field may substitute for the bachelors degree on a year-for-year basis.
One-year experience supporting IT users in a large corporate environment (over 250 users) and Microsoft OS and applications.
A current, valid Colorado drivers license or the ability to obtain one.
What You Will Need
Customer service skills.
Ability to communicate with a range of people at various levels of an institution.
Special Instructions
To apply, please submit the following materials:
A current resume.
A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.
We may request references at a later time.
Please apply by May 21, 2024 for consideration.
Note: Application materials will not be accepted via email. For consideration, applications must be submitted through CU Boulder Jobs (http://jobs.colorado.edu/) .
To apply, visit https://jobs.colorado.edu/jobs/JobDetail/Student-Affairs-IT-Support-Professional/56498 (https://apptrkr.com/5241454)
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The University of Colorado does not discriminate on the basis of race, color, national origin, sex, age, pregnancy, disability, creed, religion, sexual orientation, gender identity, gender expression, veteran status, political affiliation, or political philosophy. All qualified individuals are encouraged to apply.