Join Our Team and Make a Difference in Higher
Education!
At the System Administration office at the University of Colorado,
we are dedicated to building a workplace where everyone feels
valued, supported, and empowered to thrive. Our office is committed
to fostering a culture where employees find community, a sense of
belonging, and the opportunity to contribute meaningfully to our
mission and purpose.
By joining our team, you'll have a direct impact on shaping the
future of higher education. In addition to the Office of the Board
of Regents, the University of Colorado's system administration
includes 19 units that provide essential services to CU's campuses
in Aurora, Boulder, Colorado Springs, and Denver, as well as the
Office of the President. While not a part of any one campus, we are
proud to serve in the centralized office for the University system.
Together, we ensure CU continues to deliver outstanding education,
groundbreaking research, and valuable service to our
communities.
We believe in creating an environment where the unique experiences
and perspectives of everyone are embraced, enriching the work we do
and the strategic outcomes we pursue. If you're passionate about
making a difference, contributing to a dynamic team, and supporting
a mission that matters, we encourage you to apply and be part of
our journey.
Learn more about CU
System Administration .
Position Summary:
The CU System Office of Advancement provides strategy, expertise,
and service to our partners across CU's campuses and the University
of Colorado Foundation, supporting the university's fundraising and
engagement goals through advancement operations spanning
constituent data, business intelligence, technical architecture,
gift administration, marketing, IT, and more.
The Service Desk Analyst is the main point of contact for Central
Advancement COE teams, providing prompt and professional support
for inquiries, technical issues, and assistance requests. They
handle and resolve Tier 0 and Tier 1 support issues while
maintaining accurate documentation. The role involves analyzing and
prioritizing support tickets, assigning them to the appropriate
teams, and ensuring timely resolution in line with service level
agreements (SLAs). Effective communication and collaboration with
COE teams, internal and external users and teams contribute to
process improvement and knowledge base enrichment.
This position reports to the Service Deliver Program Manager and is
exempt from the State of Colorado Classified Staff System.
Where You Will Work:
Applicants must be Colorado residents or able to relocate to
Colorado within a month of starting employment with University of
Colorado System Administration.
The CU System Office of Advancement follows a “flexibility first”
approach to work, which guides how we manage and utilize in-person
time. This hybrid position primarily operates remotely, with
occasional in-office requirements as directed by your supervisor
and up to four callback weeks per year, during which all team
members are expected to be onsite.
Two of these callback weeks are required and typically occur in the
spring and fall. Any additional callback weeks or in-office time
will be determined by your supervisor.
During callback weeks, this role is expected to work onsite at the
CU System Office located at 1800 Grant Street, Denver,
Colorado.
Please note, leadership may adjust in-office work requirements
with a minimum of three months' notice before any change can be
implemented.
Equal Opportunity Statement:
CU is an Equal Opportunity Employer and complies with all
applicable federal, state, and local laws governing
nondiscrimination in employment. We are committed to creating a
workplace where all individuals are treated with respect and
dignity, and we encourage individuals from all backgrounds to
apply, including protected veterans and individuals with
disabilities.
Duties and Responsibilities:
Duties and responsibilities of the position include, but are not
limited to:
- Provide first-level support: Serve as the initial point of
contact for Central Advancement COE teams, providing prompt and
professional assistance with inquiries, technical issues, and
requests for support.
Incident Management: Receive, log, and track support requests
through various channels (e.g., ticketing system, email, video
call, and phone), ensuring accurate documentation of all relevant
information.
Ticket Prioritization and Allocation: Analyze and prioritize
incoming support tickets based on criticality, impact, and service
level agreements (SLAs). Assign tickets to appropriate resources
within the team for resolution.
Queue Management: Monitor and manage the support ticket queues,
ensuring tickets are assigned and resolved within defined SLAs.
Escalate unresolved issues to Tier 2/3 support teams as
necessary.
Issue Triage & Resolution: Use knowledge base resources and
collaborate with subject matter experts to troubleshoot and resolve
Tier 1 support issues efficiently and effectively.
Communication and Collaboration: Maintain regular communication
with users, providing status updates and ensuring clear and concise
information is shared. Regularly meet and collaborate with internal
teams to improve support processes, knowledge base resources and
changing team requirements
Documentation: Maintain accurate records of support activities,
including ticket details, troubleshooting steps, and resolution
outcomes. Contribute to the knowledge base by creating new
documentation of common issues and their resolutions and updating
currently existing documentation as needed.
Policies and procedures: Follow established IT policies,
procedures, and service level agreements to ensure consistent and
high-quality support delivery. Maintain confidentiality and
security of user information.
Continuous learning and professional development: Stay updated
on emerging technologies, industry trends, and standard processes
in IT support. Actively participate in training sessions and seek
opportunities for professional growth and
certifications.
What We Offer:
Salary: The anticipated hiring rate has been established at
$55,862.50 .
CU System Administration takes into consideration a combination of
the selected candidate's education, training and experience as it
relates to the position, as well as the position's scope and
complexity, internal pay equity and external market value when
determining a salary level for potential new employees.
Benefits: With our unparalleled range of benefits, including
top-notch healthcare, comprehensive wellness programs, enriching
professional development, and a dynamic work-life balance, we
ensure your holistic growth and happiness.
- No-cost or low-cost medical & dental plan options, some
inclusive of IVF assistance.
- Disability, Life, Vision Insurance options.
- Multiple retirement planning options including a mandatory
401(a) plan where CU contributes 10% of your gross pay, a 401k or
403b plan and a 457 deferred compensation plan.
- Pre-tax savings plans, such as Health care and Dependent care
flexible spending accounts.
- Embrace a healthy work-life balance with ample sick and
vacation leave, along with at least 12 paid holidays. This includes
a dedicated week off for winter break.
- 6 weeks of parental leave to adjust to the joys of
parenthood.
- A tuition benefit program for you and/or your dependents.
- Free RTD EcoPass and free onsite parking at our 1800 Grant
Street Office.
- Many additional perks & programs with the CU Advantage .
Additional taxable fringe benefits may be available.
For more information on benefits programs, please review our
Comprehensive Benefits
Guide .
Access our Total Compensation
Calculator to see what your
total rewards could be at CU. (This position is a University Staff
position)
Qualifications:
Minimum Qualifications:
Please include all relevant experience in your resume to be
accurately assessed against these qualifications. You must meet all
minimum requirements at the time of application to be considered
for this role.
- Bachelor's Degree from an accredited institution of higher
education or equivalent experience (experience may be substituted
by professional experience on a year for year basis).
- One (1) year of experience in a customer service or help desk
role, preferably IT-related.
- Experience working with ticketing systems and knowledge base
tools.
Preferred Qualifications:
- Two (2) years' experience as listed above
- One (1) year of experience working in Salesforce
Knowledge, Skills, and Abilities:
To be successful in this position, employees will need to know the
following:
- Proven experience in a Tier 1 support role, preferably
supporting a diverse user base.
- Strong technical capability and familiarity with common
software applications and tools.
- Superb interpersonal skills, both written and verbal, with the
ability to effectively communicate technical concepts to
non-technical users.
- Strong problem-solving and analytical skills, with the ability
to think logically and prioritize tasks.
- Ability to work collaboratively in a team-oriented environment
and build positive relationships with internal partners.
- Exceptional organizational skills and attention to detail to
effectively manage multiple priorities and meet goals.
- Customer service mentality and a commitment to delivering
high-quality support.
How to Apply:
For full consideration, please attach the following as separate
documents to your application:
- A cover letter identifying the job specific minimum
qualifications you possess and interest in the position.
- A resume including all relevant experience to be accurately
assessed against the qualifications listed in the posting.
Please ensure you check the “Job Specific Attachments” box next to
each document on the “Required Documents” page of the application
for the appropriate documents to be attached.
Per the Colorado Job Application Fairness Act, you are not required
to provide your date of birth, dates of school attendance, or dates
of graduation on your resume or cover letter. If an application
requires additional materials, such as a transcript or
certification, you may redact identifying information relating to
your date or birth, dates of school attendance, or dates of
graduation.
When to Apply:
For full consideration completed applications must be submitted by
September 13th . Reference checking is a standard step in
our hiring process. You may be asked to provide contact
information, including email addresses and phone numbers, for up to
five references as part of the search process for this
position.
*Please note: All application materials must be submitted through
CU Careers; emailed materials will not be considered. *
Sponsorship Statement:
We are unable to sponsor applicants for work visas for this
position.
Background Check Statement:
The University of Colorado is committed to providing a safe and
productive learning and living community. To achieve that goal, we
conduct background investigations for all final applicants being
considered for employment. Background investigations include a
criminal history record check, and when appropriate, a financial
and/or motor vehicle history. The Immigration Reform and Control
Act requires that a verification of employment eligibility be
documented for all new employees by the end of the third day of
work. The University of Colorado is committed to diversity and
equality in education and employment.
ADA Statement:
We are committed to an inclusive and barrier-free search process.
We provide accommodations for applicants requesting accommodation
through the search process such as alternative formats of this
posting. Individuals with disabilities in need of accommodations
throughout the search process should contact the ADA Coordinator
at:
systemhr@cu.edu .
