Service Desk Professional - Denver, United States - University of Colorado

Description

Service Desk Professional

University of Colorado Denver

Description

Who We Are:

Position Summary:

Where You Will Work:

Diversity and Equity:

Duties & Responsibilities:

Primary Responsibilities

• Provides the highest level of customer service in all interactions with individuals
• Answers support calls, emails, and walk-ins that come through the Service Desks as requested
• Crafts accurately formatted tickets for all work that is performed
• Provides updates, status, and completion information to customers and managers
• Performs basic computer and network issue resolution, hardware and software installations, configurations, mobile support, and virus removals
• Performs System Administration Onboarding
• Recognizes and refers escalated incidents to appropriate staff
• Maintains a customer centric environment
• Performs resolution of audiovisual (A/V) equipment and provides basic A/V conference room meeting set-ups
• Installs and fixes printers and print drivers
• Assists with asset management of hardware including desktops and laptops

Secondary Responsibilities

• Crafts and maintains documentation and user guides
• Assists with the disposal of System Administration assets
• Provides user education when appropriate

What We Offer:

Salary: The anticipated hiring range has been established at $55,000.

CU System Administration takes into consideration a combination of the selected candidate's education, training and experience as it relates to the position, as well as the position's scope and complexity, internal pay equity and external market value when determining a salary level for potential new employees.

Benefits: With our unparalleled range of benefits, including top-notch healthcare, comprehensive wellness programs, enriching professional development, and a dynamic work-life balance, we ensure your holistic growth and happiness.

• No-cost or low-cost medical & dental plan options, some inclusive of IVF assistance.
• Disability, Life, Vision Insurance options.
• Multiple retirement planning options including a mandatory 401(a) plan where CU contributes 10% of your gross pay, a 401k or 403b plan and a 457 deferred compensation plan.
• Pre-tax savings plans, such as Health care and Dependent care flexible spending accounts.
• Embrace a healthy work-life balance with ample sick and vacation leave, along with at least 12 paid holidays. This includes a dedicated week off for winter break.
• 4 weeks of parental leave to adjust to the joys of parenthood.
• Tuition Benefit of 9 waived credits for eligible courses on any CU campus per academic year for employees, as well as options for your dependents.
• Free RTD EcoPass and Free Onsite Parking at our 1800 Grant Street Office.
• Many additional perks & programs with the CU Advantage ) .

Additional taxable fringe benefits may be available.

For more information on benefits programs, please review our Comprehensive Benefits Guide ) .

Access our Total Compensation Calculator ) to see what your total rewards could be at CU. (This position is a University Staff position)

Qualifications:

Minimum Qualifications:

Please ensure your resume includes any and all relevant experience to be accurately assessed against these qualifications. You must meet all minimum requirements listed at the time of application to be considered for this role.

• Bachelor's degree from an accredited institution of higher education in the field of computer science or other IT related field (professional experience may be substituted for the educational requirement on a year-for-year basis)
• Two (2) years of experience in the following:
• Working in an IT helpdesk or comparable customer service role
• Supporting Windows, PC, Mac, and mobile devices
• Information technology service management (ITSM) ticketing tool
• Computer hardware and software installation and issue resolution

Preferred Qualifications:

• One (1) year experience with Casper and JAMF
• One (1) year experience with Microsoft Windows support
• Experience using and/or supporting Office 365
• Experience supporting AV equipment
• Experience with using remote support tools
• Active Directory experience
• Information Technology Infrastructure Library (ITIL) Foundation certification
• A+ Certification
• Experience providing support to executive level customers

Knowledge, Skills, and Abilities:

To be successful in this position, employees will need to know the following:

• Knowledge of technical support processes
• Ability to analyze and resolve computer systems, software, and peripherals
• Good interpersonal, communication, and analytical skills
• Ability to work closely as part of a team
• Ability to hold oneself personally accountable
• Ability to communicate well
• Ability to maintain and exercise perseverance and integrity during stressful situations
• Ability to handle change, and adapt to changing priorities
• Skilled or familiar with:
• Office 365
• Windows, Mac OS X
• Dell and Apple Devices
• Cherwell (or other ITSM ticket management applications)
• Microsoft Teams
• Microsoft Defender for Endpoint
• Zoom and Zoom Rooms
• BeyondTrust "Bomgar" (or other remote support applications)
• Adobe Products (Acrobat Pro, Acrobat Reader, Creative Cloud)
• Active Directory
• Snipe-IT (or other asset management applications)
• JAMF
• Microsoft InTune

How to Apply:

For full consideration, please attach the following as separate documents to your application:

1. A cover letter identifying the job specific minimum qualifications you possess

2. A resume including any and all relevant experience to be accurately assessed against the qualifications listed in the posting.

Please ensure you check the "Job Specific Attachments" box next to each document on the "Required Documents" page of the application for the appropriate documents to be attached.

When to Apply:

For full consideration completed applications must be submitted by May 3, 2024 . Reference checking is a standard step in our hiring process. You may be asked to provide contact information, including email addresses, for up to five references as part of the search process for this position. *Please note: All application materials must be submitted through CU Careers; emailed materials will not be considered.*

Sponsorship Statement:

We are unable to sponsor applicants for work visas for this position.

Background Check Statement:

The University of Colorado is committed to providing a safe and productive learning and living community. To achieve that goal, we conduct background investigations for all final applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial and/or motor vehicle history. The Immigration Reform and Control Act requires that a verification of employment eligibility be documented for all new employees by the end of the third day of work. The University of Colorado is committed to diversity and equality in education and employment.

ADA Statement:

We are committed to an inclusive and barrier-free search process. We provide accommodations for applicants requesting accommodation through the search process such as alternative formats of this posting. Individuals with disabilities in need of accommodations throughout the search process should contact the ADA Coordinator at: ) .

Application Materials Required: Cover Letter, Resume/CV Job Category

: Information Technology Primary Location

: Denver Department: S System Administration University InformationServices Schedule

: Full-time Posting Date

: Apr 19, 2024 Unposting Date

: May 4, 2024, 5:59:00 AM Posting Contact Name: System HR Recruiting Posting Contact Email: ) Position Number:

To apply, please visit: )

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Posted by the FREE value-added recruitment advertising agency )

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Service Desk Professional University Staff

System Administration, which also houses the Office of the President, is located in the uptown neighborhood of Denver with a few smaller offices located on the campuses. Many of our departments support the educational and research missions of the four University of Colorado campuses, but System Administration is not considered a campus. We provide diverse opportunities for professional development, innovation, and collaboration with talented staff and faculty. Learn more about CU System Administration ) . University Information Systems (UIS) provides enterprise services to the University of Colorado's (CU) four campuses and enables technologies to the Office of the President, also known as CU System Administration. UIS serves the University community through the delivery of information technology (IT) related services used by students, faculty, and staff and has a strong dedication to excellence in customer service.

System Administration, which houses UIS, is located in the uptown neighborhood of Denver with satellite offices throughout the Denver and Boulder metro areas. Many of System Administration's departments support the educational and research missions of the four University of Colorado campuses. We provide diverse opportunities for professional development and collaboration with dedicated staff and faculty. The Service Desk Professional is the first line of client communication and provides first level customer support to the CU community, including basic computer issue resolution and repair, network/internet connectivity, email, software applications, and incident triage. This position is customer focused and responsible for ensuring the highest level of service delivery for the departments supported by the UIS Service Desk. Incumbents in this position have a passion for learning and an ability to quickly diagnose user issues and follow them through to resolution. This position reports to the Service Desk Manager and is exempt from the State of Colorado Classified Staff system.

Hybrid - this role is eligible for a hybrid schedule, working some days from home and some days in office.

The University of Colorado System Administration Office is committed to recruiting and supporting a diverse workforce. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities, persons within the LGBTQ+ community and all veterans.

Duties and responsibilities of the position include, but are not limited to:

The University of Colorado does not discriminate on the basis of race, color, national origin, sex, age, pregnancy, disability, creed, religion, sexual orientation, gender identity, gender expression, veteran status, political affiliation, or political philosophy. All qualified individuals are encouraged to apply.