"IT Support Consultant II"

Context of the 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 in supporting productivity, computing applications and tools, student computing, and assistance with hardware and software issues. The unit is composed of the following groups: IT Client Support, FREAS Support, Ask IT Support Center, ID Card Office, and Student Technology Services.

The IT Support Consultant II, on the IT Client Support team within IT-GCS, provides general and specific technical expertise to campus clients either directly or from an Ask IT Support Center referral. IT support encompasses consulting, analyzing, training, writing documentation, resolving problems with software and hardware, and installing/configuring new systems and devices. The IT Support Consultant II assists the IT Service Management Team with the service creation process, developing and maintaining forms within the ITSM platform, providing platform troubleshooting, and serving as a backup platform administrator.

Major Responsibilities:

• Consults with faculty and staff and provides friendly, customer service oriented computing support by diagnosing, troubleshooting, and resolving problems with hardware, operating systems, application software, mobile devices, and other related peripherals. Resolves issues in a timely fashion to the client’s satisfaction. Provides recommendations for new equipment/replacing existing equipment and solutions for shared applications. Works alongside the Client Services team to generate quotes for replacement hardware.
• Provide advanced desktop support for Windows and macOS systems, including hardware, software, connectivity, and peripheral troubleshooting.
• Act as a subject matter expert in managed environments, including system configuration, deployment, and endpoint management.
• Optimize endpoint management through advanced scripting (e.g., KACE), automating software deployments and system configurations.
• Helps develop effective technology solutions that support academic and administrative activities
• Periodically lead device deployment projects, developing workflows, documentation, and best practices.
• Assists in the maintenance of documentation, auditing technical content, updating materials, and collaborating with IT Communications for standardization.
• Evaluate and test new hardware, software, and peripherals to support innovation and campus-wide adoption.
• Participate in strategic technology initiatives, staying current with industry trends, standards, and compliance regulations.
• Acts as a backup IT Service Management platform administrator. Monitors platform performance, escalates service interruptions to vendor, and assists with client communications.
• Assists with the IT service creation process. This includes leading client evaluations and discussions, workflow drafting, and IT service development.
• Develop and maintain forms and services within the ITSM platform.
• Provide ITSM platform technical support for end users on campus.
• 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 solutions when appropriate.
• Contribute to team-wide professional development through technical training and shared expertise.
• Establishes and maintains appropriate working relationships with colleagues and clients and follows University and department policies and procedures governing IT efforts. Works within the department’s overall strategic plan following project priorities and scope. Meets deadlines and achieves goals.
• Performs miscellaneous job-related duties as assigned.

Qualifications:

• HS graduate + 4 years of experience, or equivalent combination of education and/or experience. Bachelors preferred.
• Knowledge and familiarity with the operation and structure of University standard software packages, networking, server hardware and software, and knowledge of current technological developments.
• Knowledge and familiarity with IT Service Management platforms
• In depth knowledge of specific applications and/or specialized computer peripherals is required.
• Strong troubleshooting/problem-solving skills and the ability to accommodate various needs and work effectively with a diverse user base.
• Excellent communication skills (oral, written, listening, presentation), organization, interpersonal, and customer-service skills.
• Able to manage multiple projects and be detail-oriented.
• Ability to communicate effectively with people having various levels of technical expertise and interact well with people of all ages and diverse backgrounds.
• Demonstrated aptitude for learning quickly and functioning in a dynamic technological environment.

Job No: 502833
Work Type: Staff
Location: Newark, DE/Hybrid
Categories: Information Technology, Full Time
Pay Grade: 28S

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