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”.
The IT Customer Services Department provides customer-focused support for a wide variety of technology resources campus-wide, at the University of Denver. 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
This position is an exempt (salaried) position reporting under the direction of the Senior Manager of IT Customer Services, within the IT Customer Services department that provides IT and technology solutions and enterprise-level systems support. This position requires a deep understanding of infrastructure, excellent customer service, and knowledge of the essential tools required to support the DU community. This position is responsible for providing analysis, research, implementation, and support of information technology environments as well as technical support for users; and utilizing strong organizational, analytical, and problem-solving skills to evaluate situations to make recommendations and prompt, effective corrective action. Due to the critical nature of this position and its support of a 24×7 unit, after-hour support on occasion may be required.
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 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.)
- Manages 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 Technical Support Lead and Support Specialist teams.
- Develops and maintains technical documentation and 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 or servers prior to sys-admin 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 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.
- 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.
- Experience in mobile devices including Android, iOS, and cellular connectivity helpful.
- 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
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:
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) August 15, 2023.
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 10.
Salary Range:
The salary range for this position is $58,000 – $65,000.
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:
The University of Denver is an equal opportunity employer. The University of Denver prohibits discrimination on the basis of race, color, national origin, age (40 years and over in the employment context), religion, disability, sexual orientation, gender identity, gender expression, genetic information, marital status, veterans 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; Title III of the Americans with Disabilities Act of 1990, as amended in 2008; 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; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For the university’s complete Non-Discrimination Statement, please see non-discrimination-statement .
Statement of Other Duties Disclaimer
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.
Statement of Commitment to Diversity & Inclusion
The University of Denver is committed to enhancing the diversity of its faculty and staff and encourages applications from women, minorities, members of the LBGT community, people with disabilities and veterans. The University is an equal opportunity/affirmative action employer.
All offers of employment are contingent upon satisfactory completion of a criminal history background check.
Advertised: July 25, 2023
Applications close: