IT Systems Spt Consultant IV- IT-Client Support & Services (DIARS)

University of Delaware

Equal Employment Opportunity Statement

The University of Delaware is an Equal Opportunity Employer which encourages applications from Minority Group Members, Women, Individuals with Disabilities and Veterans. The University's Notice of Non-Discrimination can be found at http://www.udel.edu/aboutus/legalnotices.html


Job No: 498810
Work Type: Staff
Location: Newark/Hybrid
Categories: Information Technology, Full Time


GRADE LEVEL: 30S

CONTEXT OF THE JOB:

The ITSSC IV is the lead technology role to represent the Department of Intercollegiate Athletics and Recreation Services (DIARS) for strategic efforts and computing operations. This position has responsibility for the myriad technologies housed throughout the 21 varsity sports and public-facing services offered by DIARS. It will provide advice and strategy for technology acquisitions within DIARS, offer IT systems expertise to assist with real-time tech needs of scheduled events and coordinate DIARS technology support from resources within the STAR/South Campus IT group.

This individual will report to the Director, STAR/South Campus IT and participate with the Systems team there. Outside of DIARS, they will assist the other units with primarily Athletics technologies that see use in these other areas (ie. video boards or digital signage used extensively within DIARS but incidentally within the other units). This position will also be available to assist the Systems team with technology acquisitions in other SCIT supported units during to increase the business continuity of the team.

The ITSSC collaborates with central IT to maintain a strong technical knowledge about the campus environment in order to ensure consistent standards and long-range plans are consistent with University efforts. Similarly, the ITSSC will work as part of the Technology Solutions team to ensure consistent practices are employed throughout DIARS and will work to resolve conflicts of efforts to optimize resources and technologies.

MAJOR RESPONSIBILITIES:

• Acts as the principal technology liaison to DIARS and a champion for identifying and supporting information technology needs. Partner with DIARS ADs, Managers, and functional leaders to ensure that essential business requirements are understood, captured, and communicated to applicable UDIT groups. Ensure that DIARS' strategy and key performance indicators are identified and understood and communicated to applicable UDIT groups. Help DIARS business partners articulate their technology needs and requirements to advance their unit's business performance.
• Acts as primary communication channel between DIARS and UDIT to share feedback between both groups regarding objectives and expectations of DIARS and UDIT. Develop deep knowledge of DIARS business missions and processes and build both horizontal and vertical relationships with business and UDIT groups that deliver business impact. Advocate for and advance DIARS knowledge of UDIT processes, frameworks, roles, and capabilities.
• With limited supervision the position manages the day-to-day desktop computing operations of the DIARS. Directs, plans, and implements the activities of the embedded support group. The manager provides tier-two support and is responsible for ensuring desktop support for Windows and Macintosh systems by diagnosing, troubleshooting, and resolving problems with personal computer hardware, operating systems, application software, software utilities, data communications/connectivity devices, handheld devices, and other related peripherals. Monitors that service, security, and quality assurance standards are met. Deals with support issues and problems.
• Manages the support staff who provide deskside support to coaches and staff for DIARS. Sets priorities, assigns projects and provides guidance to IT support staff in all areas of their work but particularly when solving complex technical problems. Evaluates employee performance, helps set goals, and provides feedback. Assesses needs for professional growth and recommends development opportunities. Empowers and leads team to achieve objectives. Communicates management decisions to staff, and staff concerns to management. Responsible for recruiting, selection, and training of new staff and student workers.
• Ensures computing and information systems conform to STAR/South Campus IT and UD policies and procedures with respect to security and responsible use. Coordinate with STAR/South Campus IT to ensure that core hardware and software solutions fit department needs.
• Coordinates production support and maintains the daily production schedule of core business systems. Diagnoses, troubleshoots, and resolves sport technology issues with vendors, clients, and staff in other IT units, when necessary, to find solutions. Provides on-call support for critical systems related to Athletics competitions.
• Consults with clients to determine needs, define work problems, clarifies issues, and develops specifications and client-oriented solutions which interface with existing or new applications. Provides second tier client support for colleagues in STAR/South Campus IT and for the IT Support Center. Facilitates meetings with clients. Trains clients and provides client support.
• Work with DIARS business office to create a functioning IT budget that meets the needs of the department. Manage the IT budget, evaluate and approve IT purchases, and produce spending reports for the IT organization.
• Assists with the technology acquisition process
• Acts as backup for other IT Systems Support Consultants in STAR/South Campus IT regarding systems and services they primarily support.
• Maintain minor stand-alone servers (e.g. licensing servers) as needed. Ensures server software is up-to-date, secure, and conforms to UD standards. Trains staff in the use of server services.
• Perform miscellaneous job-related duties as assigned.

QUALIFICATIONS:

• Bachelor's degree with four years related experience or equivalent combination of education and/or experience. Experience in a collegiate or professional athletics computing service environment is desirable.
• An in-depth knowledge of Windows and Macintosh operating systems, GPOs, system management tools (ie. SCCM or Kace), and core applications (ie. Office 365, GSuite, Teams)
• Knowledge and experience with networking, server hardware and software, VPN, Active Directory, cloud services, computer security best practices, and knowledge of current technological developments.
• Strong ability to interact with both technical and non-technical end users. Can interpret requests from non-technical users, guide them in what is technically feasible, and create outcomes which both fulfill the need but is also feasible given financial and labor limitations.
• Strong analytical and problem-solving skills.
• Ability to accommodate various needs and work effectively with a diverse user base.
• Requires excellent communication skills (oral, written, listening, presentation) planning, and organization skills.
• Ability to work successfully in a team-oriented environment.
• Must be able to manage multiple projects and be detail oriented.
• Aptitude for learning quickly and functioning in a dynamic technological environment.
• Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures, and backgrounds.
• This position involves the frequent replacement and/or relocation of personal computer equipment. The position requires the ability to lift and move, without assistance, computing equipment weighing up to 50 pounds on a regular basis.
• Requires availability outside of normal working hours for occasional athletics competition technology support.

Notice of Non-Discrimination, Equal Opportunity and Affirmative Action
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.

Applications close:

PI184060880