"Service Desk Professional"

Service Desk Professional

University of Colorado Denver

Service Desk Professional - 39272

University Staff

Position Summary:

University Information Systems (UIS) provides enterprise services to the University of Colorado's (CU) four campuses and enables technologies to the Office of the President, also known as CU System Administration. UIS serves the University community through the delivery of information technology (IT) related services used by students, faculty, and staff and has a strong commitment to excellence in customer service.

System Administration, which houses UIS, is located in the uptown neighborhood of Denver with satellite offices in Broomfield and throughout the Denver and Boulder metro areas. Many of System Administration's departments support the educational and research missions of the four University of Colorado campuses. We provide diverse opportunities for professional development and collaboration with talented staff and faculty.

The Service Desk Professional is the first line of client communication and provides first level customer support to the CU community, including basic computer troubleshooting and repair, network/internet connectivity, email, software applications, and incident triage. This position is customer focused and responsible for ensuring the highest level of service delivery for the departments supported by the UIS Service Desk. Incumbents in this position have a thirst for knowledge and an ability to quickly diagnose user issues and follow them through to resolution.

This position 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.

Hybrid - This role is eligible for a hybrid schedule, working some days from home and some days in office. This role will begin with an onsite training period and will move to a hybrid schedule once training is completed.

Please note, leadership may adjust in-office work requirements with a minimum of three months' notice before any change can be implemented.

Duties & Responsibilities:

Primary Responsibilities

• Provides the highest level of customer service in all interactions with individuals
• Answers support calls, emails, and walk-ins that come through the Service Desks as requested
• Creates accurate and properly formatted tickets for all work that is performed
• Provides updates, status, and completion information to customers and managers
• Performs basic computer and network troubleshooting, hardware and software installations, configurations, mobile support, and virus removals
• Performs System Administration Onboarding
• Recognizes and refers escalated incidents to appropriate staff
• Maintains a customer centric environment
• Performs troubleshooting of audiovisual (A/V) equipment and provides basic A/V conference room meeting set-ups
• Installs and troubleshoots printers and print drivers
• Performs asset management of hardware including desktops and laptops

Secondary Responsibilities:

• Creates and maintains documentation and user guides
• Maintains and deploys Teams phones
• Assists with the disposal of System Administration assets
• Provides user education when necessary

What We Offer:

Salary: The anticipated hiring range has been established at $55,500 - $57,500.

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.

Qualifications:

Minimum Qualifications:

• Bachelor's degree from an accredited institution of higher education in the field of computer science or other IT related field (professional experience may be substituted for the educational requirement on a year-for-year basis)
• Two (2) years of experience in the following:
  • Working in an IT helpdesk
  • Supporting Windows, PC, Mac, and mobile devices
  • Information technology service management (ITSM) ticketing tool
  • Computer hardware and software installation and troubleshooting

Preferred Qualifications:

• One (1) year experience with Casper and JAMF
• Experience supporting AV equipment
• Experience with using remote support tools
• Active Directory experience
• Information Technology Infrastructure Library (ITIL) Foundation certification
• Experience with Team Dynamix ITSM Tool
• A+ Certification
• Experience with Office 365
• Experience providing support to executive level customers

Knowledge, Skills, and Abilities:

• Knowledge of technical support processes
• Ability to analyze and troubleshoot computer systems, software, and peripherals
• Excellent interpersonal, communication, and analytical skills
• Ability to work collaboratively as part of a team
• Ability to hold oneself personally accountable
• Ability to communicate well and comprehend English
• Ability to maintain and exercise patience and professionalism during stressful situation
• Ability to handle change, and adapt to changing priorities
• Skilled in the use of:
  • Office 365
  • Windows 10, Mac OS X
  • Dell and Apple Devices
  • Team Dynamix
  • Teams
  • Code 42 Crashplan
  • Symantec Endpoint Protection
  • Zoom and Zoom Rooms
  • BeyondTrust "Bomgar"
  • Adobe Acrobat Pro
  • Snipe-IT used for asset management