Senior IT Desktop Support Consultant - Computing Services

The Computing Services central IT department provides services that have a strategic impact on university goals. We make service decisions based on interaction and valuable input from colleagues engaged in the education, research, and administration efforts of the university. We are a learning organization and approach successes and mistakes as a learning experience to continually cultivate a culture of intelligent risk taking. We want to hire versatile team members who are inspired and passionate about their work. Join us and be part of a team committed to excellence, innovation, diversity, team and individual growth.

The Senior IT Desktop Support Consultant will be responsible for front line support of users of desktops, networks and IT resources. Able to resolve and/or coordinate the resolution of escalated issues. Trains and assists lower level support staff with resolving technical issues. Ensures that established processes and procedures are followed. Researches, evaluates and recommends tools, processes, programs and techniques to provide improved technical support, and completes project work as assigned. This level includes help desk team leads that provide day-to-day oversight of assigned team members and senior level DSP staff.

Your core responsibilities will include:

• Both roles (Service Desk and Desktop Support) will be involved in the ongoing review and evaluation of emerging technologies as assigned as well as leading or participating on project teams.
• If primary role is desktop support, provides general and advanced technical support for user issues. Trains and assists lower level staff. Consults with departments, staff and faculty regarding operating systems, software and system configuration needs. Provides recommendation for purchases of hardware and software. Drafts and processes purchase orders. Performs installation and configuration of new software and hardware.
• If primary role is front-line service desk support, provides general and advanced technical support to users. May serve as a team lead, overseeing and directing day-to-day work activities of team members. Assists supervisor in the development and implementation of tools, scripts, knowledge documentation and metrics. Provides input and performance feedback to supervisor and employees. Keeps supervisor apprised of issues that impact service delivery and operation.
• Other duties as assigned.

Qualifications:

• Bachelor’s Degree in Information Systems preferred or CompTIA A+ certification
• 3-5 Years of End User Support Experience
• 3-5 Years of Help Desk Experience
• 3-5 Years of Network Administration Experience
• 3-5 Workstation Support Experience
• 3-5 Years of Operating System Administration Experience
• Well Developed Problem-Solving and Reasoning Skills
• Well Developed Technical Skills
• Well Developed Interpersonal Skills
• A combination of education and relevant experience from which comparable knowledge is demonstrated may be considered.