University of Delaware
Equal Employment Opportunity Statement
The University of Delaware is an Equal Opportunity Employer which
encourages applications from Minority Group Members, Women,
Individuals with Disabilities and Veterans. The University's Notice
of Non-Discrimination can be found at
http://www.udel.edu/aboutus/legalnotices.html
Job No: 503938
Work Type: Staff
Location: Newark, DE
Categories: Information Technology, Full Time
Pay Grade: 28S Context of Job: IT Client Success is
often the first point of contact for students, faculty members, and
staff members seeking help with technology. IT-CS focuses on
helping the UD community use technology effectively and
efficiently. IT-CS staff members also take the lead supporting
productivity, computing applications and tools, and assist with
hardware and software issues. The unit is composed of the following
groups: Client Support, Ask IT Support Center, Embedded IT Support
and the ID Card Office.
The IT Support Consultant II in the STAR/South Campus IT Team
within IT CS provides general technical support and additional
support in specific areas of technical expertise, primarily to the
College of Health Sciences but also to the other SCIT supported
units. IT support encompasses consulting, analyzing, training,
writing documentation, resolving problems with software and
hardware and installing/configuring new systems and devices. The
group provides various on-premises and in-cloud IT services
including servers and storage, server and desktop support, mobile
device management & support, print management, client systems
management, and other miscellaneous computing-related services to
SCIT’s units served.
Major Responsibilities:
Consults with faculty and staff and provides desktop support for Windows and Macintosh systems by diagnosing, troubleshooting, and resolving problems with personal computer hardware, operating systems, application software, software utilities, data communications/connectivity devices, handheld devices, and other related peripherals. Answers client questions related to the integration or use of IT devices, interfaces, and processes. Promotes client self-sufficiency by recommending IT training and…
other self-help solutions. Serves as technical liaison between client and IT staff when needed.
Consults with faculty, staff, and/or students in specific
area(s) of technical expertise. Develops and delivers client
education and training in area(s) of technical expertise. Creates
and reviews documentation in area(s) of technical expertise.
Collaborates with IT colleagues regarding technical issues
revolving around area(s) of technical expertise. Participates in
projects or acts as key team member involving areas of technical
expertise. Serves as technical liaison between client and IT staff
when needed.
Develops a working understanding of the business processes,
teaching, research, and administrative activities of the supported
units in order to provide effective and responsive technical
support. Participates in the implementation of new
technologies.
Resolves more complex problems by investigating multiple
resources (e.g., vendor technical support, listservs, Web) and
collaborating with colleagues.
Conducts technical needs assessment for supported departments
and evaluates technology needs of departmental staff. Researches
and evaluates new technologies. Helps develop effective technology
solutions that support academic and administrative activities and
comply with University standards.
Provides second tier support for the IT Support Center. Handles
escalated trouble tickets. Mentors student workers and more junior
IT Support Consultants.
Develops, installs, and configures supported software
applications, computer hardware, mobile devices and other related
peripherals in conformance with University standards. Transfers
data files to new devices. Ensures print and file sharing services
are delivered according to University standards. Educates users on
virus protection, backup procedures, responsible computing, and
information security. Removes spyware/viruses as needed.
Participates in departmental device deployment and replacement
projects, including scheduling, inventory verification,
installation, data migration, client communication, documentation,
and post-deployment support. Uses University endpoint-management
tools to deploy approved software, apply standard configurations,
collect device information, and assist with troubleshooting and
compliance activities.
Tests software applications, computer hardware and other
related peripherals as needed. Participates actively on special
technology related projects or initiatives.
Maintains technical knowledge and keeps abreast of technical
developments in area of expertise. Maintains broad knowledge of
state-of-the-art technology, equipment, systems, and applicable
laws and standards. Makes recommendations for use of specific
applications on campus when appropriate.
Establishes and maintains appropriate working relationships
with colleagues and clients and follows University and department
policies and procedures governing IT efforts. Acts as a technical
resource for departmental IT professionals in UD units across
campus. Works within the department’s overall strategic plan
following project priorities and scope. Meets deadlines and
achieves goals.
Performs other related duties as assigned.
Qualifications:
- Bachelor's degree with three years related experience or
equivalent combination of education and/or experience. Experience
in a University computing service environment is highly
desirable.
- Knowledge and experience with the operation and structure of
University standard word processing, presentation, database,
electronic mail, web authoring and spreadsheet software packages,
networking, server hardware and software, and knowledge of current
technological developments.
- An in-depth knowledge of specific applications and/or
specialized computer peripherals.
- Strong analytical and problem-solving skills.
- Ability to accommodate various needs and work effectively with
a diverse user base.
- Effective communication skills (oral, written, listening,
presentation), organization, interpersonal, and customer-service
skills.
- Ability to work successfully in a fast-paced team-oriented
environment.
- Must be able to manage multiple projects and be detail
oriented.
- Aptitude for learning quickly and functioning in a dynamic
technological environment.
- Available to provide occasional off-hours support for large
college/departmental events.
- Bachelor's degree in a related field and two years of
job-related experience, or equivalent combination of education and
experience.
- Experience utilizing and maintaining desktop and mobile
operating systems.
- Knowledge of advanced computing techniques in developing
software and hardware solutions.
- Effective interpersonal and communication skills.
- Ability to work independently prioritize client work
requests.
- Ability to prepare accurate written correspondence.
- Ability to make independent decisions.
- Ability to manage multiple projects and responsibilities in a
fast-paced service environment.
- Discretion in handling sensitive and confidential
information.
- Ability to interact effectively with individuals from diverse
backgrounds and with varying levels of technology experience.
- Ability to maintain a positive and collaborative work
environment.
- Working knowledge of Group Policy, File and Print Services,
Operating System Deployment, Patch Management, TCP/IP, and basic
configuration of mobile devices.
Special Requirements:
- Requires the ability to lift, move and manipulate, with or
without assistance, computer equipment and supplies weighing up to
50 pounds.
- This role requires working within active medical labs and
clinical environments. Candidates must be able to perform their
duties in these environments.
- May be required to use personal protective equipment to prevent
exposure to hazardous materials when entering laboratory
spaces.
- Valid motor vehicle operator's license and personal
transportation to travel between various on-campus locations.
- Ability to lift and move, with or without assistance, computing
related equipment weighing up to 50 pounds.
Notice of Non-Discrimination and Equal Opportunity
The University of Delaware does not discriminate against any person
on the basis of race, color, national origin, sex, gender identity
or expression, sexual orientation, genetic information, marital
status, disability, religion, age, veteran status or any other
characteristic protected by applicable law in its employment,
educational programs and activities, admissions policies, and
scholarship and loan programs as required by Title IX of the
Educational Amendments of 1972, the Americans with Disabilities Act
of 1990, Section 504 of the Rehabilitation Act of 1973, Title VI
and VII of the Civil Rights Act of 1964, and other applicable
statutes and University policies. The University of Delaware also
prohibits unlawful harassment including sexual harassment and
sexual violence.
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