Dedicated Desktop Support Professional

Job Summary

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 management approval.

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

Vision:

• 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.

Mission:

• OIT enables campus priorities by providing high-value IT services and solutions.

Values:

• 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 stakeholders while
• Fostering empowerment and authentic engagement amongst ourselves and
• Celebrating inclusivity that promotes a sense of belonging while acknowledging that each person is unique and valued.

Strategy:

• OIT will advance learning and discovery by delivering high-value reliable IT services and solutions that:
• Provide a fluid and adaptable academic and student experience
• Enable research competitiveness and
• Deliver core infrastructure and enterprise IT services for business effectiveness.

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:

• 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.

Computer Management and Documentation:

• 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 business unit.
• 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 customers.

Business Needs Analysis and Liaison to Supported Departments:

• 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 installation.
• 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.

Training and Projects:

• 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 team.

What You Should Know

• 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.

What We Can Offer

• Annual base salary for this position is $46,000.

Benefits

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 Statements
Be collaborative. Be groundbreaking. Be Boulder.

What We Require

• 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 area.

What You Will Need

• 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.

What We Would Like You To Have

• Experience troubleshooting both Mac and PCs.
• Experience with Active Directory and Jamf.

Special Instructions

To apply, please submit the following materials:

1. A current resume.
2. 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: Recruiting@colorado.edu