Desktop Support Liaison

Posting Number A01635 Position Title Desktop Support Liaison Position Number E00974 Salary for Announcement

The salary range is $45,300 – $56,650.

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary range represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting. MSU Denver offers a full benefits package.

Pay Grade

15

Employee Category Professional staff Department Client Services EClass Code Full Time Professional Staff Position Summary

Our Desktop Support Liaison has personal involvement in daily end-user support to students, faculty, and staff either in-person or remotely. We understand the interconnections of all our IT systems and services, and we excel at helping our clients navigate them. The Desktop Support Liaisons is a resource to all faculty, staff and students, and oversees second and third level issues for MSU Denver supported services. You will work with all teams in ITS but closely with Service Desk, Desktop Systems Engineering, Client Configuration, and Learning Spaces teams to provide outstanding computer hardware and software support throughout entre university.

Reporting to the Desktop Support Supervisor, you will research challenging issues, attend meetings such as project status, idea sharing, problem solving, and team building meetings. Your daily responsibilities include providing in-person and remote desktop support to end-users, identifying issues and troubleshooting desktops, laptops, phones, printers and mobile devices, supporting applications, communicating with IT team members, to understand and solve daily projects and tasks, along with other responsibilities.

You will be at home in this position if you promote knowledge-sharing and have no reservations asking questions of your peers. Your inquisitiveness will serve you well and we want to foster your professional growth and skills in areas that interest you. We’re looking for a team member that values student success above all else, whether that be through advocacy on a ticket or superior mentorship of our team’s student employees.

Duties/Responsibilities

Technical Support Delivery, Collaboration & Outreach
As a member of Client Services, you will serve our students, faculty and staff of MSU Denver by providing technical support for a range of computer hardware, software, peripherals and accounts used by the MSU Denver community. You will perform varying degrees of problem determination, root cause analysis and resolution of networking, Active Directory, desktop hardware and software problems. You will make use of available technical resources and provide the service within established service levels. You will perform installs, moves, data backup/restores, computer virus management, and data migrations. You will maintain a case load of Tier 2 and Tier 3 requests and incidents on a first-in, first-out basis through our ticketing system, walk-up and phone support and expand clients’ technological awareness by promoting new services and informational resources available to the MSU Denver community. You will mentor student employees through structured trainings, one-on-one coaching, and skills evaluations and promote a service-oriented and collaborative culture.

Project Research, Reporting, & Documentation
As a Desktop Support Liaison, you will participate in project-based meetings to assist with communications, documentations, and trainings or to assess projects and represent our client’s perspective. You will research escalated issues, work with other ITS teams to provide strategic solutions. You may be asked to prepare and provide training sessions and presentations for customers and colleagues regarding current and latest technologies, upcoming ITS plans or technologies and process changes. You will perform structured requirements gathering and analysis to provide design and architectural recommendations. will create knowledge base articles to expand knowledge for handling support issues. You will need to identify ways to improve existing processes and develop plans for implementation recommended solutions.

Personnel and Customer Relationship Management
As a Desktop Support Liaison, you will develop a partnership within the University’s departments to ensure satisfaction with ITS service delivery and address concerns as they arise. You will be the voice of the customer, advocating on the customers’ behalf to ensure resolution of complex issues. You will oversee student employees which may include task assignment, performance management and mentoring.

Other Tasks as Assigned This may include special project assignments. On occasion, you may be required to work after-hours or perform on-call work. While infrequent, you may be periodically asked to travel for conferences or training opportunities.

Required Qualifications

· 3 or more years’ experience providing customer service in an Information Technology environment

· Experience troubleshooting and supporting MS Windows 10, and Microsoft Office Professional 2013/16/Online.

· Experience using and supporting Mac desktop OS (10.13+).

· Experience troubleshooting a range of computer hardware, software, peripherals and accounts

· Hands-on experience and knowledge of Office 365

Important Note: Successful applicants will ensure their resumes clearly demonstrate that their work experience describes how they meet all required qualifications.

Physical requirements of position: Must be able to move objects weighing up to 40 pounds (following safety procedures and working with other employees), and be able to physically navigate through campus and campus buildings.

Preferred Qualifications

• Bachelor’s Degree from an accredited College or University
• Experience with hands-on experience and knowledge of Ellucian Banner & Azure
• Experience using ITSM methodology for incident management
• Experience using and supporting Canvas LMS software
• Hands-on experience and knowledge of Ellucian Banner
• Experience troubleshooting mobile operating systems including iOS and Android
• Experience working in an information technology environment in a higher education setting
• Excellent interpersonal skills and enthusiasm for working with a diverse population
• Experience developing and leading training
• Experience with technical writing
• Experience working with customers with no technology background

Work Hours Posting date 06/07/2021 Closing date Closing Instructions Open Until Filled To ensure full consideration, applications must be received by 11:59pm (MT) 06/28/2021 Special Instructions to Applicants

IMPORTANT : In order to be considered as an applicant you must apply via the online application system, www.msudenverjobs.com .

References refers to a list of three professional references and their contact information.

Official transcripts will be required of the candidate selected for hire.

Talent Team Representative Araceli Cortez Talent Team Representative E-mail acortez7@msudenver.edu Benefits

MSU Denver is pleased to offer our current and potential employees a wide array of benefit options. To learn more, please visit the following link:
Employee Benefits Offerings

Diversity Statement

Metropolitan State University of Denver is a unique, access-oriented campus community that values diversity, equity, and inclusion in all its forms. Our student population consists of nearly 50% first generation students and over 45% students of color. We are a designated Hispanic Serving Institution located in downtown Denver.

We create an equitable learning and working environment in concert with individuals who consistently demonstrate commitment to equity and inclusion. We greatly value the diverse identities and perspectives of our students, faculty, and staff and recognize that in order to achieve a just and equitable society, diversity must go beyond simple representation. It requires critical inquiry and dialogue and a commitment to action. We strive to provide a culture of belonging for all community members to achieve personal and professional success.