Division Summary

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 Support Specialist, under the direction of 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 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.

The Support Specialist works closely with all members of the IT Customer Services area, other IT departmental staff, and numerous clients to solve tasks and incidents.

This is a non-benefited position not to exceed 1,000 hours in a calendar year.

Essential Functions

• Professional Customer Services.
• Gathers, analyzes, interprets, and presents information technology and business information for operational purposes.
• Performs information technology support activities including networking, printing administration, and workstation/client support.
• Service may be provided via phone, online, in person at the Help Center, as well as in the field.
• 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.
• Diagnoses and resolves reported difficulties and/or escalates to appropriate specialists within the 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.
• 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

• Must be able to gather and organize information for the purpose of identifying needs and possible solutions.

• Skill in providing information technology-related customer service to users having varying levels of technical expertise.
• Ability to troubleshoot mobile devices, including iOS, Android, and Windows Phone operating systems and applications.
• Must be able to manage projects, and work independently, and as part of a team.
• Excellent verbal and written communication skills in the English language are required.
• Experienced in troubleshooting problems.
• Experience with classroom technology.
• Excellent customer service skills are a must.

• Ability to work independently with little supervision Required Qualifications

• High school diploma or GED or experience in a related field

• Flexibility of schedule and ability to accommodate nights, and/or weekend shifts.

• Navigation of MacOS and Windows-based operating systems. Preferred Qualifications

• Bachelor's degree in Information Technology, or a combination of equivalent experience/education in a related field.

• 1 - 2 years of information technology experience in workstation/client support
• 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 nd laptop hardware repair certifications.
• Familiarity with Microsoft Active Directory, Group Policy, Microsoft Exchange, LDAP authentication, and VMWare VM/VDI deployments.
• Experience in a higher education setting Work Schedule

Part-Time

Application Deadline

For consideration, please submit your application materials by 4:00 p.m. (MST) October 25, 2024.

Special Instructions

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

Hourly Range