IT 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&S staff members also take the lead supporting productivity, computing applications and tools, and assist with hardware and software issues. The unit is comprised 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 Facilities Client Support Team within IT CS provides general technical support and support in specific areas of technical expertise to the University’s Facilities, Real Estate, and Auxiliary Services organization either directly or from an IT Support Center referral. 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 units within the department.

The IT Support Consultant II reports to the IT Support Consultant III (Support Lead) in IT CS.

Major Responsibilities:

• Consults with staff and provides desktop support for Windows, Linux and Macintosh systems by diagnosing, troubleshooting, and resolving problems with personal computer hardware, operating systems, application software, software utilities, data communications/connectivity devices, mobile devices, point of sale 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.
• Consults with staff, 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. Leads projects or acts as key team member involving area of technical expertise. Serves as technical liaison between client and IT staff when needed.
• Resolves more complex problems by investigating multiple resources (e.g. vendor technical support, listservs, Web) and collaborating with colleagues.
• Addresses tickets that are escalated from Level I that are more complex in nature. Manages the ticket queue in the absence of Level I IT Support or in the event the ticket queue becomes backed up.
• Conducts technical needs assessment for supported departments and evaluates training needs of departmental staff. Helps develop effective technology solutions that support academic and administrative activities.
• Assists with overseeing the Facilities Field Support student employee(s) alongside the Student Computing group.
• Provides support for 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.
• Assists with departmental desktop equipment upgrade projects alongside FREAS staff.
• Tests software applications, computer hardware and other related peripherals as needed. Participates actively on special technology related projects or initiatives.
• Researches and evaluates new technologies. Participates in the implementation of new technologies.
• Runs reports from the various systems; customize existing reports; manipulate data from existing reports.
• Provides support for software unique to FREAS.
• Provides basic server management for departmental virtual servers. This includes managing printing, updating, group policy, and Active Directory.
• Maintains high level of 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 miscellaneous job-related duties as assigned.

Qualifications:

• HS graduate + 4 years of experience, or equivalent combination of education and/or experience. Bachelor’s preferred. 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, point of sale devices, and knowledge of current technological developments.
• Knowledge of device security and management tools (i.e., Quest KACE and Jamf) within an enterprise computing environment.
• Strong analytical and problem-solving skills.
• Ability to accommodate various needs and work effectively with a diverse user base.
• Ability to support Windows, iOS/MacOS operating systems.
• Effective communication skills (oral, written, listening, presentation), organization, interpersonal, and customer-service skills.
• Ability to work successfully in a fast-paced team-oriented environment.
• Aptitude for learning quickly and functioning in a dynamic technological environment.