that require advanced access, specialized expertise, or broader system changes. Provides in-person and remote assistance while protecting data, privacy, and system security.
ServiceNow Ticket Triage and Customer Support:
- Monitors the Libraries’ ServiceNow queue and serves as a
primary intake point for incidents and service requests. Reviews
submissions for completeness and prioritizes tickets according to
established service standards, resolves requests within the
position’s scope, routes or escalates work to the appropriate team,
and maintains timely customer communication through closure. Tracks
recurring issues and service gaps, maintains accurate ticket
records, and escalates urgent, unresolved, or unusual matters as
appropriate. Provides courteous, inclusive service to customers
with differing levels of technical experience.
Inventory and Administrative Support:
- Maintains accurate records for Libraries-managed hardware,
software, assignments, locations, warranties, and lifecycle status
using approved inventory systems and procedures. Assists with
receiving, tagging, deployment, reassignment, audits, surplus, and
secure disposition activities. Identifies discrepancies, updates
documentation, and refers licensing, purchasing, security, or
lifecycle exceptions to the appropriate personnel. Provides routine
administrative and operational support for the department,
including maintaining records and documentation, preparing basic
reports, supply and equipment coordination, scheduling, and other
related tasks as assigned.
What You Should Know
- The work schedule for this position is Monday - Friday,
standard business hours. Rare evening or weekend shift may be
required with adequate notice for shift adjustment.
- Work modality is on-site.
What We Can Offer
The annual salary for this full-time position is $45,700 -
$55,000.
Benefits
At the
University of Colorado Boulder , we are
committed to supporting the holistic health and well-being of our
employees. Our comprehensive
benefits package includes medical,
dental, and retirement plans; generous paid time off; tuition
assistance for you and your dependents; and an ECO Pass for local
transit. As one of Boulder County’s largest employers, CU Boulder
offers an inspiring academic community and access to world-class
outdoor recreation. In fact, CU Boulder has been named one of
Forbes' America's Best
Large Employers , ranking #4 among large employers in Colorado
and #28 among universities nationwide. Explore additional perks and
programs through the
CU Advantage program.
Be Statements
Be creative. Be impactful. Be Boulder.
What We Require
- Bachelor’s degree or equivalent experience from an accredited
institution. Experience can substitute for the education on a year
for year basis.
- Experience providing technical, customer service, helpdesk,
endpoint, or equipment support.
What You Will Need
- Commitment to responsive, respectful, and inclusive customer
service.
- Ability to troubleshoot routine to moderately complex technical
issues by following documented procedures and using available
knowledge resources.
- Strong critical thinking and reasoning skills.
- Ability to learn and consistently apply service management,
endpoint support, inventory, data privacy, accessibility, and
information security practices.
- Clear oral, written, and interpersonal communication skills,
including the ability to explain technical information to customers
with differing levels of technical experience.
- Ability to document work accurately, organize contending
requests, meet service expectations, and adapt to changing
priorities.
- Sound judgment in recognizing when to advance an issue, request
guidance, or communicate an operational risk.
- Ability to work in partnership with Libraries employees, campus
IT partners, vendors, and other collaborators.
What We Would Like You to Have
- Experience providing helpdesk, desktop, endpoint, audiovisual,
or technology customer support.
- Experience with ITIL workflows using an IT service management
or ticketing platform such as ServiceNow.
- Experience maintaining hardware or software inventory
records.
- Expertise with Windows and macOS computers, Microsoft 365
applications, printers, scanners, audiovisual equipment, or other
shared-use technologies.
- Familiarity with general library operations.
- Experience supporting technology in a higher education,
library, research, or public-service environment.
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
October 11, 2026 for consideration.
Note: Application materials will not be accepted via email. For
consideration, please apply through
CU Boulder Jobs.
In compliance with the Colorado Job Application Fairness Act, in
any materials you submit, you may redact or remove age-identifying
information such as age, date of birth, or dates of school
attendance or graduation. You will not be penalized for redacting
or removing this information.
Posting Contact Information
Posting Contact Name: Boulder Campus Human Resources
Posting Contact Email: Recruiting@colorado.edu
