At part of the Office of Information Technology (OIT) Dedicated
Desktop Support (DDS) Professionals
provide computer technical
support to University departments on campus by installing,
configuring, and troubleshooting hardware and software on desktops,
laptops, mobile devices, and peripherals. Service includes
proactive management of computer systems in a Microsoft Active
Directory environment for PCs, and in Jamf for Macintosh computers.
This position interacts with customers on a regular basis at the
customer's location and provides a high level of customer service
through prompt and professional interaction, in addition to
providing customer education and recommending best practices for
computer use. It is expected overall that this customer-site-based
position will develop a trusted working relationship with customers
so that customers come to feel this position represents and
advocates for their IT needs. Due to the on-site nature of the
work, these criteria make remote work incompatible with this
position save for the rare non-recurring occasion, with prior
This position is one of many similar positions across campus
forming a unified team in which team members can sub for each other
to the advantage of our customers. Accordingly, this position
requires a professional level of interpersonal skills, in addition
to technical and organizational skills. This position also works
closely with the Dedicated Desktop Support Managers and the support
organization to develop and execute an IT strategy that supports
the business needs of each department we support.
The University of Colorado Boulder is committed to building a
culturally diverse community of faculty, staff, and students
dedicated to contributing to an inclusive campus environment. We
are an Equal Opportunity employer, including veterans and
individuals with disabilities.
Who We Are
- OIT will be valued by campus as a strategic, inclusive, and
innovative partner in advancing learning and discovery in order to
enable CU Boulder to be a premier public university.
- OIT enables campus priorities by providing high-value IT
services and solutions.
- Trust, as a foundation for how we engage with one another and
with campus partners, along with
- Avid curiosity in how to better support the campus and our
- Fostering empowerment and authentic engagement amongst
- Celebrating inclusivity that promotes a sense of belonging
while acknowledging that each person is unique and valued.
- OIT will advance learning and discovery by delivering
high-value reliable IT services and solutions that:
- Provide a fluid and adaptable academic and student
- Enable research competitiveness and
- Deliver core infrastructure and enterprise IT services for
Based on our departmental goals and our commitment to diversity and
inclusive excellence, OIT particularly welcomes applications from
candidates whose knowledge, skills, and abilities, and desire to
contribute to an inclusive campus environment, will help us achieve
our vision of a diverse and inclusive community.
What Your Key Responsibilities Will Be
Troubleshooting and Customer Service:
Computer Management and Documentation:
- Work alongside several teammates in a collaborative environment
to diagnose, troubleshoot, repair, and maintain computer equipment,
mobile devices, and peripherals for university departments on
campus. Exercise independent judgment in determining the best
method to resolve a given computer problem and determine whether
the problem can be resolved to the customer’s satisfaction within
the confines of computing policies and standards of CU Boulder.
Position will regularly encounter new computer problems without a
previously prescribed solution and must be able to think creatively
and proactively; often conducting research and trial experiments to
determine appropriate technical solutions, without compromising the
integrity of the equipment.
- Interact primarily with faculty, staff, (and at times students)
on a regular basis and provide a high level of customer service.
Explain complex computer problems and resolutions in clear
non-technical terms, provide a limited degree of customer computer
training, and recommend best practices for computer use. Dedicated
Desktop Support Professionals are expected to conduct themselves in
a professional, respectful manner at all times; managing customer
relationships and expectations appropriately, adapting to the
clientele they support. This includes but is not limited to
exercising good judgment with tone, language, and comments when
working with a customer. This also includes understanding the
different audiences (faculty, students, and staff) and interacting
with each appropriately.
Business Needs Analysis and Liaison to Supported
- Responsible for the management and oversight of 100 to 200
computer systems. Proactively manage Windows computers using
Microsoft Active Directory, including management of security
groups, computer principles, and Group Policy Objects. Consult with
key personnel in supported departments to determine business needs,
and consequently decide how to organize and subdivide the
department’s Active Directory OU structure and customize the Group
Policy Objects to meet the technological requirements of each
- Additionally, proactively manage Macintosh computers in a
similar manner using Jamf in parallel with Active Directory.
- Maintain file server permissions for the department and
customize the structure of the share point to meet the business
needs of the supported department in accordance with Dedicated
Desktop Support best practices and standards. Sensitive or private
data may exist within supported departments, and this position is
responsible for securing the information in accordance with
university policies in conjunction with the management team and the
IT Security Office.
- Create and update documentation that describes all
customizations performed for supported departments. This includes
technical information on AD layout, file server layout, specialized
applications, specialized OS loadset images, asset inventory of
supported devices, and contact information for supported
Training and Projects:
- With assistance from the Dedicated Desktop Support Managers and
Senior Dedicated Desktop technical staff, plan and design future
enhancements or upgrades to the departmental application software
and hardware to enhance productivity and ensure a high level of
service reliability, including activities such as evaluating the
feasibility, compatibility, performance, and cost effectiveness of
potential system upgrades. Responsible for implementation of the
future enhancements/upgrades planned for and designed by the
desktop management team. Consult with users, departmental liaisons,
and Office of Information Technology staff to determine their
needs, and present recommendations on purchases and
- Meet with department customers on a regular basis to understand
business objectives, assess if technical solutions are meeting
their needs, document findings, and determine next steps. Develop
department-specific service migration strategies to meet
departmental technical needs.
What You Should Know
- Expand technical skills and expertise by acquiring knowledge in
new technologies, systems, applications, procedures, and tools and
share the knowledge with the Desktop Support team. Following the
established Desktop Support project management process, develop,
test, implement, train staff, and maintain technological tools for
use within the Dedicated Desktop Support team. Evaluate the
effectiveness of new products, new procedures, and new
technologies, by regularly consulting and interacting with the
research and development colleagues in Dedicated Desktop Support
What We Can Offer
- DDS Professionals progress through 4 levels of specific
trainings, certifications, and increased job responsibilities.
Advancement through each level is determined by the Advancement
Board, consisting of DDS Managers. The Advancement Board meets
regularly to collectively assess each DDS Pro’s progress toward
meeting the requirements for the next level. Progress through Level
1, usually within the first month, will require completion of
certain trainings and certifications. Progress through Levels 2 and
3, generally within the first year, may result in an increase in
annual salary of up to $52,000.
- This role participates in a formal on-call rotation with
definitive response times; the likelihood of the on-call employee
having to come on-site to respond/manage the issue/incident is low.
When not on call, you will be expected to respond in a reasonable
(though not definitive) amount of time when called outside working
hours regarding issues and incidents that arise.
- Annual base salary for this position is $46,000.
The University of Colorado offers excellent benefits
, including medical, dental,
retirement, paid time off, tuition benefit and ECO Pass. The
University of Colorado Boulder is one of the largest employers in
Boulder County and offers an inspiring higher education
environment. Learn more about the University of Colorado Boulder
Be collaborative. Be groundbreaking. Be Boulder.
What We Require
What You Will Need
- Bachelor’s Degree from an accredited institution. A combination
of education and relevant work experience may be substituted for
the degree on a year-for-year basis.
- Two years of experience in an IT support or IT functional
What We Would Like You To Have
- Excellent written and verbal communication skills, including
the ability to build relationships and provide customer service
that exceeds customer expectations.
- Ability to quickly learn new computer technology on your own
initiative, independently, or as part of a team.
- Experience troubleshooting both Mac and PCs.
- Experience with Active Directory and Jamf.
To apply, please submit the following materials:
- A current resume.
- A cover letter that specifically tells us how your background
and experience align with the requirements, qualifications, and
responsibilities of the position.
We may request references at a later time.
Please apply by November 7, 2021 for consideration.
Note: Application materials will not be accepted via email. For
consideration, please apply through CU Boulder Jobs.
Posting Contact Information
Posting Contact Name:
Boulder Campus Human Resources
Posting Contact Email: