Desktop Support Professional

Position Details

University of Colorado | Denver

Official Title: Information Technology Intermediate Professional

Working Title: Desktop Support Professional

FTE: Full-time

Salary Range: $68,225 - $ 72,231

Position #00002647 – Requisition #36216

Join the University of Colorado Denver

About the University of Colorado - Denver

The University of Colorado Denver is the state’s premier public urban research university and equity-serving institution. Globally connected and locally invested, CU Denver partners with future-focused learners and communities to design accessible, relevant, transformative educational experiences for every stage of life and career. Across seven schools and colleges in the heart of downtown Denver, our leading faculty inspires and works alongside students to solve complex challenges through break through innovations and impactful research, and creative work. As part of the state’s largest university system, CU Denver is a major contributor to the Colorado economy, with 2,000 employees and an annual economic impact of $800 million. For more information, visit ucdenver.edu .

Job Description

* Applications are accepted electronically ONLY at www.cu.edu/cu-careers *

The Desktop Support Technician provides day-to-day onsite technical support for faculty and staff, ensuring timely resolution of desktop support issues. Responsibilities include assisting with the procurement and imaging of new computers, supporting and imaging classroom podium computers, and managing endpoint devices to maintain a secure and efficient computing environment. Additionally, this role is responsible for the setup, maintenance, and troubleshooting of peripherals such as printers, scanners, and other connected devices. The technician will also deploy updates, troubleshoot hardware and software issues, and collaborate with IT teams to enhance system performance. This position is critical in maintaining a reliable technology infrastructure for university operations.

Desktop Support Professional

What you will do:

This position is responsible for fulfilling service requests and managing incidents via the ticketing system for the Denver Office of Information Technology (OIT). The technician will handle requests and incidents related to accounts and access, network and telephony, email and messaging, security and compliance, learning management systems, file servers, remote access and computing, as well as application, software, and hardware support.

The Desktop Support Professional will be able to perform the following tasks and duties with minimal direction or supervision:

• Assisting with coverage, projects, or initiatives within OIT when available (not actively supporting their assigned division staff). Such activities will not interfere with the primary responsibilities assigned to this role.
  
  
• Perform systems administration duties including, but not limited to, print servers, and imaging computers.
  
  
• Engage in high-level problem-solving activities to diagnose and troubleshoot complex technical issues and provide innovative solutions to meet customers’ needs.
  
  
• Provide onsite support for customers as scheduled:
  
  
• New setup and configuration of Mac and PC computers in accordance with OIT standards and client business needs.
  
  
• Installation, configuration, and incident management for physical hardware on workstations and peripheral devices.
  
  
• Installation, configuration, and incident management for software and applications.
  
  
• Setup and Reconnect Computers moved to new locations
  
  
• Configure user profiles on PC and Mac workstations
  
  
• Identity Management
  
  
• Email Support and Mailbox Administration
  
  
• Inventory management, including consultation and planning for purchasing and procurement.
  
  
• New Employee Technology Onboarding
  
  
• Serve as the primary support and container manager for the CU Denver Chancellor’s Office
  
  
• File sharing support and network folder administration
  
  
• Device Security, Encryption Administration, and Support
  
  
• Accounts, access, and Identity Management support
  
  
• Network Printer Administration and Management
  
  
• Install, configure, and troubleshoot encryption software in accordance with CU Denver policy.

Qualifications you already possess (Minimum Qualifications)

• Graduation from an accredited college or university with a bachelor's degree. Work experience in the occupational field or specialized subject area of the work assigned to the job may be substituted on a year-for-year basis for the degree.
  
  
• 1 year experience providing IT support in a enterprise Desktop Support (onsite) environment

Substitution: A bachelor’s degree is preferred, or equivalent combination of education, certification, and experience.

Preferred Qualifications to possess (Preferred Qualifications)

• 4 years experience providing IT support in a enterprise Desktop Support (onsite) environment
  
  
• Experience with C-Suite/Executive level IT support
  
  
• Experience with server and application administration
  
  
• Proficient with Microsoft 365 applications
  
  
• Experience with Microsoft Deployment Toolkit, SCCM, Intune or other imaging solutions
  
  
• Asset and inventory management
  
  
• CompTIA A+ Certification
  
  
• Other Professional Desktop Support Certifications
  
  

Knowledge, Skills, and Abilities

• Excellent customer service, interpersonal, and communications skills.
  
  
• Excellent organization and time management skills.
  
  
• Excellent critical thinking, problem solving, and troubleshooting skills.
  
  
• Proven ability to adapt to changing conditions to meet customer support needs.
  
  
• Able to coordinate and resolve complex issues involving numerous stakeholders.
  
  
• Able to work independently as well as a member of a team.
  
  
• Understanding of Imaging tools such as SCCM, Intune, Microsoft Deployment Tool,
  
  

Conditions of Employment

• This position requires an onsite presence on campus 5 days a week.

Mental, Physical, and/or Environmental Requirements

• The ability to sit for extended periods, stand and walk occasionally, reach with hands and arms, use hands to manipulate a keyboard and mouse, and have good near vision for computer work; often requiring minimal lifting, but may involve bending or reaching to retrieve items from shelves or drawers.
  
  
• Determining time, place, and sequence of operations or action to be taken on the basis of analysis of data. May include prioritizing multiple responsibilities and/or accomplishing them simultaneously.
  
  
• Talking with and/or listening to and/or signaling people to convey or exchange information, includes giving/receiving assignments and/or directions.
  
  
• Dealing with individuals with a range of moods and behaviors in a tactful, congenial, personal manner so as not to alienate or antagonize them.

For additional conditions of employment relating to mental physical or environmental concerns, please see the following Guidelines for Physical and Mental Job Requirements.

Employment Sponsorship

• Please be advised that this position is not eligible now or in the future for visa sponsorship.

As of 7/1/2023, The University of Colorado recommends employees be fully vaccinated from the COVID-19 but is not required. COVID recommendations and information can be found at: https://www.ucdenver.edu/coronavirus .

Compensation and Benefits

The salary range (or hiring range) for this position has been established at $68,225 - $ 72,231 .

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 (or hiring range) represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting.

This position is not eligible for overtime compensation.

Your total compensation goes beyond the number on your paycheck. The University of Colorado Denver provides generous leave, health plans and retirement contributions that add to your bottom line.

Benefits: https://www.cu.edu/employee-services/benefits

Total Compensation Calculator: http://www.cu.edu/node/153125

Application Deadline

• Applications will be received until March 5^th, 2025.

Required Application Materials:

To apply, please visit: http://www.cu.edu/cu-careers and attach:

1. A cover letter which specifically addresses the job requirements and outlines qualifications
   
   
2. A current CV/resume
   
   
3. List of three references (we will notify you prior to contacting both on and off-list references)

Questions should be directed to Tawnya Boulier, tawnya.boulier@ucdenver.edu

Background Check Policy

The University of Colorado Denver strives to maintain a safe and productive educational, clinical, research and employment environment. All prospective employees and current employees must, therefore, consent to and pass background checks prior to any final appointment/employment.

Diversity and Equity

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at workplaceengagement@ucdenver.edu ​.

The University of Colorado Denver is committed to recruiting, retaining, and promoting diverse faculty and staff. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications inclusive of race, color, national origin, sex, age, disability, creed, religion, veteran status, marital status, political affiliation, political philosophy, pregnancy or related conditions, sexual orientation, gender identity and gender expression.

The University of Colorado is committed to diversity and equity in education and employment.