Systems Support Consultant III, IT Governance & Client Success

Pay Grade: 29S

Context of Job: 

IT Governance & Client Success is often the first point of contact for students, faculty members, and staff members seeking help with technology. IT-GCS focuses on helping the UD community use technology effectively and efficiently. IT-GCS staff members also take the lead supporting productivity, computing applications and tools, student computing, and assist with hardware and software issues.

The Systems Support Consultant III in the STAR/South Campus IT group within IT-GCS is part of the team providing systems administration for specialized computing solutions, AD management, oversight and management of endpoint management tools, and security services to the covered units. The incumbent provides technical expertise in one or more areas of IT support and performs advanced troubleshooting as needed. The Systems Support Consultant III reports to the Director, STAR/South Campus IT in IT-GCS.

Major Responsibilities:

• Installs and manages server(s), always ensuring security. Performs system maintenance, configures equipment, installs software and upgrades, and installs patches. Monitors system status.
• Tests and debugs systems and software.
• Writes documentation and procedures.
• Investigates site licensing options and ensures compliance with all site licenses.
• Provides on-call support for critical systems.
• Manages endpoint management tools for STAR/South Campus IT environment.
• Creates installation packages for university-supported software solutions.
• Evaluates and recommends endpoint best practices to increase team efficiencies.
• Ensures the security and integrity of the system(s) and the data.
• Initiates and leads feasibility studies related to client/server, network, software, and policies.
• Performs trending analysis to predict future problems.
• Participates in and may lead disaster recovery planning and recovery operations when needed.
• Acts as backup for other IT Support Consultants regarding the systems and services they primarily support.
• Advises campus clientele regarding departmental systems administration, hardware, planning and installation, software installation and configuration, and application of UD standards of good practices.
• Provides high-level technical support for troubleshooting technology problems.
• Consults with faculty, staff, and/or students in specific areas of technical expertise. Monitors trouble tickets and resolves problems.
• Performs advanced troubleshooting.
• Analyzes the nature, scope, and complexity of client problems arising in the area of expertise. Responds to escalated technical problems.
• Uses forensic analysis to resolve issues with compromised staff and student systems.
• Works with IT-Security regarding IT protection of high-value and high-risk systems.
• Investigates multiple resources (e.g., vendor technical support, listservs, Web) and collaborates with colleagues to resolve more complex problems.
• Responsible for major aspects/components of projects. Leads smaller projects.
• Collaborates with other units to improve access to and maximize use of computing resources. Participates in planning efforts regarding campus technical initiatives and innovative solutions.
• Develops and updates documentation as needed in the area of expertise. Evaluates training materials in the area of expertise and makes recommendations for improvements to future users and documentation.
• Researches, evaluates, recommends, integrates, and implements new technologies, software, and hardware.
• Thoroughly tests application software in areas of responsibility.
• Communicates problems to vendors and colleagues to resolve problems.
• Consultation work in this area may involve giving presentations to select campus groups in addition to participation in education classes and providing individual consultations.
• Maintains technical knowledge and keeps abreast of technical developments in the area of expertise and makes recommendations for the use of specific applications on campus when appropriate. Maintains broad knowledge of state-of-the-art technology, equipment, and/or systems.
• Acts as a resource to other IT professionals in the area of expertise and as a general resource to more junior staff.
• Establishes and maintains appropriate working relationships with colleagues and clients and follows University and department policies and procedures governing IT efforts.
• Works within the department’s overall strategic plan following project priorities and scope.
• Participates in operational and strategic planning activities within Client Support and Services.
• Performs other related duties as assigned.

Qualifications:

• Bachelor's degree with three years related experience or an equivalent combination of education and experience. A degree in information technology or a related discipline is preferred.
• Experience operating within a Windows domain is required, including Active Directory, security settings, Group Policy, and backup.
• Windows Server and Unix administration experience is a plus.
• Experience with computer forensic tools.
• Experience creating configurations within endpoint management tools (i.e., SCCM, Kace, Jamf, Intune).
• Knowledge of programming and/or scripting languages is a plus (Powershell, Python, Bash).
• Knowledge of cloud computing environments is a plus (GCP, AWS, Azure).
• Strong problem-solving skills.
• Ability to manage multiple projects and be detail-oriented.
• Excellent communication skills (oral, written, listening, presentation), planning, and organization skills.
• Ability to communicate technical information to non-technical clients.
• Ability to work well with the wide range of constituencies in a diverse community and dynamic technical environment.