Information Technology Support Consultant II

Pay Grade: 28S

Context of Job:

IT Client Success is often the first point of contact for students, faculty members, and staff members seeking help with technology. IT-CS focuses on helping the UD community use technology effectively and efficiently. IT-CS staff members also take the lead supporting productivity, computing applications and tools, and assist with hardware and software issues. The unit is composed of the following groups: Client Support, Ask IT Support Center, Embedded IT Support and the ID Card Office.

The IT Support Consultant II in the STAR/South Campus IT Team within IT CS provides general technical support and additional support in specific areas of technical expertise, primarily to the College of Health Sciences but also to the other SCIT supported units. IT support encompasses consulting, analyzing, training, writing documentation, resolving problems with software and hardware and installing/configuring new systems and devices. The group provides various on-premises and in-cloud IT services including servers and storage, server and desktop support, mobile device management & support, print management, client systems management, and other miscellaneous computing-related services to SCIT’s units served.

Major Responsibilities:

• Consults with faculty and staff and provides 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. Answers client questions related to the integration or use of IT devices, interfaces, and processes. Promotes client self-sufficiency by recommending IT training and other self-help solutions. Serves as technical liaison between client and IT staff when needed.
• Consults with faculty, staff, and/or students in specific area(s) of technical expertise. Develops and delivers client education and training in area(s) of technical expertise. Creates and reviews documentation in area(s) of technical expertise. Collaborates with IT colleagues regarding technical issues revolving around area(s) of technical expertise. Participates in projects or acts as key team member involving areas of technical expertise. Serves as technical liaison between client and IT staff when needed.
• Develops a working understanding of the business processes, teaching, research, and administrative activities of the supported units in order to provide effective and responsive technical support. Participates in the implementation of new technologies.
• Resolves more complex problems by investigating multiple resources (e.g., vendor technical support, listservs, Web) and collaborating with colleagues.
• Conducts technical needs assessment for supported departments and evaluates technology needs of departmental staff. Researches and evaluates new technologies. Helps develop effective technology solutions that support academic and administrative activities and comply with University standards.
• Provides second tier support for the IT Support Center. Handles escalated trouble tickets. Mentors student workers and more junior IT Support Consultants.
• Develops, installs, and configures supported software applications, computer hardware, mobile devices and other related peripherals in conformance with University standards. Transfers data files to new devices. Ensures print and file sharing services are delivered according to University standards. Educates users on virus protection, backup procedures, responsible computing, and information security. Removes spyware/viruses as needed.
• Participates in departmental device deployment and replacement projects, including scheduling, inventory verification, installation, data migration, client communication, documentation, and post-deployment support. Uses University endpoint-management tools to deploy approved software, apply standard configurations, collect device information, and assist with troubleshooting and compliance activities.
• Tests software applications, computer hardware and other related peripherals as needed. Participates actively on special technology related projects or initiatives.
• Maintains technical knowledge and keeps abreast of technical developments in area of expertise. Maintains broad knowledge of state-of-the-art technology, equipment, systems, and applicable laws and standards. Makes recommendations for use of specific applications on campus when appropriate.
• Establishes and maintains appropriate working relationships with colleagues and clients and follows University and department policies and procedures governing IT efforts. Acts as a technical resource for departmental IT professionals in UD units across campus. Works within the department’s overall strategic plan following project priorities and scope. Meets deadlines and achieves goals.
• Performs other related duties as assigned.

Qualifications:

• Bachelor's degree with three years related experience or equivalent combination of education and/or experience. Experience in a University computing service environment is highly desirable.
• Knowledge and experience with the operation and structure of University standard word processing, presentation, database, electronic mail, web authoring and spreadsheet software packages, networking, server hardware and software, and knowledge of current technological developments.
• An in-depth knowledge of specific applications and/or specialized computer peripherals.
• Strong analytical and problem-solving skills.
• Ability to accommodate various needs and work effectively with a diverse user base.
• Effective communication skills (oral, written, listening, presentation), organization, interpersonal, and customer-service skills.
• Ability to work successfully in a fast-paced 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.
• Available to provide occasional off-hours support for large college/departmental events.
• Bachelor's degree in a related field and two years of job-related experience, or equivalent combination of education and experience.
• Experience utilizing and maintaining desktop and mobile operating systems.
• Knowledge of advanced computing techniques in developing software and hardware solutions.
• Effective interpersonal and communication skills.
• Ability to work independently prioritize client work requests.
• Ability to prepare accurate written correspondence.
• Ability to make independent decisions.
• Ability to manage multiple projects and responsibilities in a fast-paced service environment.
• Discretion in handling sensitive and confidential information.
• Ability to interact effectively with individuals from diverse backgrounds and with varying levels of technology experience.
• Ability to maintain a positive and collaborative work environment.
• Working knowledge of Group Policy, File and Print Services, Operating System Deployment, Patch Management, TCP/IP, and basic configuration of mobile devices.

Special Requirements:

• Requires the ability to lift, move and manipulate, with or without assistance, computer equipment and supplies weighing up to 50 pounds.
• This role requires working within active medical labs and clinical environments. Candidates must be able to perform their duties in these environments.
• May be required to use personal protective equipment to prevent exposure to hazardous materials when entering laboratory spaces.
• Valid motor vehicle operator's license and personal transportation to travel between various on-campus locations.
• Ability to lift and move, with or without assistance, computing related equipment weighing up to 50 pounds.