Information Technology Support Consultant II

University of Delaware Equal Employment Opportunity Statement The University of Delaware is an Equal Opportunity Employer whichencourages applications from Minority Group Members, Women,Individuals with Disabilities and Veterans. The University's Noticeof Non-Discrimination can be found at Job No: 503938 Work Type: Staff Location: Newark, DE Categories: Information Technology, Full Time Pay Grade: 28S Context of Job: IT Client Success isoften the first point of contact for students, faculty members, andstaff members seeking help with technology. IT-CS focuses onhelping the UD community use technology effectively andefficiently. IT-CS staff members also take the lead supportingproductivity, computing applications and tools, and assist withhardware and software issues. The unit is composed of the followinggroups: Client Support, Ask IT Support Center, Embedded IT Supportand the ID Card Office. The IT Support Consultant II in the STAR/South Campus IT Teamwithin IT CS provides general technical support and additionalsupport in specific areas of technical expertise, primarily to theCollege of Health Sciences but also to the other SCIT supportedunits. IT support encompasses consulting, analyzing, training,writing documentation, resolving problems with software andhardware and installing/configuring new systems and devices. Thegroup provides various on-premises and in-cloud IT servicesincluding servers and storage, server and desktop support, mobiledevice management & support, print management, client systemsmanagement, and other miscellaneous computing-related services toSCIT’s units served. Major Responsibilities Consults with faculty and staff and provides desktop supportfor Windows and Macintosh systems by diagnosing, troubleshooting,and resolving problems with personal computer hardware, operatingsystems, application software, software utilities, datacommunications/connectivity devices, handheld devices, and otherrelated peripherals. Answers client questions related to theintegration or use of IT devices, interfaces, and processes.Promotes client self-sufficiency by recommending IT training andother self-help solutions. Serves as technical liaison betweenclient and IT staff when needed. Consults with faculty, staff, and/or students in specificarea(s) of technical expertise. Develops and delivers clienteducation and training in area(s) of technical expertise. Createsand reviews documentation in area(s) of technical expertise.Collaborates with IT colleagues regarding technical issuesrevolving around area(s) of technical expertise. Participates inprojects or acts as key team member involving areas of technicalexpertise. Serves as technical liaison between client and IT staffwhen needed. Develops a working understanding of the business processes,teaching, research, and administrative activities of the supportedunits in order to provide effective and responsive technicalsupport. Participates in the implementation of newtechnologies. Resolves more complex problems by investigating multipleresources (e.g., vendor technical support, listservs, Web) andcollaborating with colleagues. Conducts technical needs assessment for supported departmentsand evaluates technology needs of departmental staff. Researchesand evaluates new technologies. Helps develop effective technologysolutions that support academic and administrative activities andcomply with University standards. Provides second tier support for the IT Support Center. Handlesescalated trouble tickets. Mentors student workers and more juniorIT Support Consultants. Develops, installs, and configures supported softwareapplications, computer hardware, mobile devices and other relatedperipherals in conformance with University standards. Transfersdata files to new devices. Ensures print and file sharing servicesare delivered according to University standards. Educates users onvirus protection, backup procedures, responsible computing, andinformation security. Removes spyware/viruses as needed. Participates in departmental device deployment and replacementprojects, including scheduling, inventory verification,installation, data migration, client communication, documentation,and post-deployment support. Uses University endpoint-managementtools to deploy approved software, apply standard configurations,collect device information, and assist with troubleshooting andcompliance activities. Tests software applications, computer hardware and otherrelated peripherals as needed. Participates actively on specialtechnology related projects or initiatives. Maintains technical knowledge and keeps abreast of technicaldevelopments in area of expertise. Maintains broad knowledge ofstate-of-the-art technology, equipment, systems, and applicablelaws and standards. Makes recommendations for use of specificapplications on campus when appropriate. Establishes and maintains appropriate working relationshipswith colleagues and clients and follows University and departmentpolicies and procedures governing IT efforts. Acts as a technicalresource for departmental IT professionals in UD units acrosscampus. Works within the department’s overall strategic planfollowing project priorities and scope. Meets deadlines andachieves goals. Performs other related duties as assigned. Qualifications Bachelor's degree with three years related experience orequivalent combination of education and/or experience. Experiencein a University computing service environment is highlydesirable. Knowledge and experience with the operation and structure ofUniversity standard word processing, presentation, database,electronic mail, web authoring and spreadsheet software packages,networking, server hardware and software, and knowledge of currenttechnological developments. An in-depth knowledge of specific applications and/orspecialized computer peripherals. Strong analytical and problem-solving skills. Ability to accommodate various needs and work effectively witha diverse user base. Effective communication skills (oral, written, listening,presentation), organization, interpersonal, and customer-serviceskills. Ability to work successfully in a fast-paced team-orientedenvironment. Must be able to manage multiple projects and be detailoriented. Aptitude for learning quickly and functioning in a dynamictechnological environment. Available to provide occasional off-hours support for largecollege/departmental events. Bachelor's degree in a related field and two years ofjob-related experience, or equivalent combination of education andexperience. Experience utilizing and maintaining desktop and mobileoperating systems. Knowledge of advanced computing techniques in developingsoftware and hardware solutions. Effective interpersonal and communication skills. Ability to work independently prioritize client workrequests. Ability to prepare accurate written correspondence. Ability to make independent decisions. Ability to manage multiple projects and responsibilities in afast-paced service environment. Discretion in handling sensitive and confidentialinformation. Ability to interact effectively with individuals from diversebackgrounds and with varying levels of technology experience. Ability to maintain a positive and collaborative workenvironment. Working knowledge of Group Policy, File and Print Services,Operating System Deployment, Patch Management, TCP/IP, and basicconfiguration of mobile devices. Special Requirements Requires the ability to lift, move and manipulate, with orwithout assistance, computer equipment and supplies weighing up to50 pounds. This role requires working within active medical labs andclinical environments. Candidates must be able to performtheirduties in these environments. May be required to use personal protective equipment to preventexposure to hazardous materials when entering laboratoryspaces. Valid motor vehicle operator's license and personaltransportation to travel between various on-campus locations. Ability to lift and move, with or without assistance, computingrelated equipment weighing up to 50 pounds. Notice of Non-Discrimination and Equal Opportunity The University of Delaware does not discriminate against any personon the basis of race, color, national origin, sex, gender identityor expression, sexual orientation, genetic information, maritalstatus, disability, religion, age, veteran status or any othercharacteristic protected by applicable law in its employment,educational programs and activities, admissions policies, andscholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Actof 1990, Section 504 of the Rehabilitation Act of 1973, Title VIand VII of the Civil Rights Act of 1964, and other applicablestatutes and University policies. The University of Delaware alsoprohibits unlawful harassment including sexual harassment andsexual violence.

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