1-3 years of experience
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Employment Type:
Full time
Job Category:
Information Services
Desktop Support Specialist - Information Technology...
(This job is no longer available)
University of Denver | Denver, CO
Grad Date

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Job Description

Tracking Code002957 Job Description

Information Technology provides the infrastructure and the information that connect DU communities. With service as our focus, we help DU students, faculty, and staff get what they need from technology.

Position Summary

The Desktop Support Specialist, under the direction of the Assistant Director of IT Customer Service, is responsible for maintaining the operational sustainability of the University of Denver's faculty, staff, and students by providing assistance with technology concerns which may include, but are not limited to Windows and Macintosh desktop computer hardware and software; virtual machines; Active Directory account management, printing solutions, security group management, and Exchange account management; and other technology support for the University Community, as well as maintaining university owned computers in academic computing labs.

Essential Functions

* Gathers, analyzes, interprets and presents information technology and business information for operational purposes.
* Optimizes the performance and security of various computer systems and labs.
* Performs information technology support activities in some combination of the following: systems administration, network systems and network printing administration, and workstation/client support.
* Assistance is delivered via phone, online, and in person at the IT Help Center or in the field.
* Service may be rendered in the form of a traditional service call, walk-in support at the Help Center; personal instruction; testing and documentation of applications and their compatibility with university systems; and client consultation to determine how to apply technical resources to solve the business need.

Other Functions

The Desktop Support Specialist works closely with all members of the IT Customer Service department, other IT departmental staff, and numerous clients and/or other campus division staff on a regular basis to solve client incidents.


* Installs, configures and performs routine maintenance on systems hardware and software including servers and operating systems. Maintains user accounts and security groups.
* For faculty, staff, students, and computer labs, responds to requests for the technical support of Windows, Mac, or virtual computer hardware, software, and networking via phone, online communication, walk-in support at the Help Center or in-person office visits.
* Diagnoses and resolves reported difficulties and/or escalates to appropriate specialists within ITSM system.
* Responds to computer hardware failures, malware and virus threats, software troubleshooting requests, networking issues, system upgrade requests, password and file permission requests, and new software deployments. Ensures software is installed in compliance with license agreements. Where appropriate, problem resolution and training should be conducted in a manner which reduces or prevents repeat requests.
* Installs, configures and maintains workstation hardware, software and peripherals. Evaluates workstation support needs; plans and implements maintenance, upgrades and training programs. Resolves hardware/software problems.
* May manage projects of limited scope or portions of large/complex projects. May guide technical staff on a project basis.
* For non-standardized legacy applications and infrastructure, provides redundant configuration, maintenance, and administration services while working within university established guidelines for security, robustness, and operational sustainability. Proactively identifies concerns and proposes resolutions.
* Documents procedures addressing frequently occurring issues for clients. Uses appropriate test scripts. Identifies software upgrades and patches including but not limited to browsers, Operating Systems, and Java, and tests for compatibility with University of Denver enterprise and other applications.
* Participates as a fully invested member of the Customer Service department and Information Technology division. Researches and contributes ideas for improvement. Participates in scheduled staff meetings and works collaboratively to resolve issues and provide a positive experience for the University community.
* As appropriate, performs duties assigned by supervisor.

Knowledge, Skills, and Abilities

* Knowledge of the theory, principles, and practices in area of assignment which may include systems administration, network systems administration, business analysis and/or workstation/client support.
* Must be able to gather and organize information for the purpose of identifying faculty, staff, and student needs and identifying possible solutions.
* Skill in providing information technology related customer service to users having varying levels of technical expertise.
* The ability to troubleshoot and train faculty, staff, and students in the use of Microsoft Office applications.
* Experience with providing support for Microsoft Active Directory, Microsoft Exchange, LDAP authentication, and VMWare VM/VDI deployments.
* Familiarity with troubleshooting and maintaining mobile devices, including iOS, Android, and Windows Phone operating systems and applications.
* Familiarity with iBanner by Ellucian and Canvas by Instructure
* Knowledge of the Information Technology Infrastructure Library (ITIL) standards.
* Skill in conducting business and information technology needs analysis.
* Skill in managing projects, working independently, and as part of a team.
* Excellent verbal and written communication skills in the English language are required.

Required Qualifications

* Two years of higher education study in Information Technology, Management Information Systems, or a related field.
* Three years of progressive information technology experience in workstation/client support or systems administration.
* Must be able to competently and professionally troubleshoot Windows and Macintosh computers, network issues, and mobile devices in a variety of business settings.
* Advanced knowledge of Windows and Macintosh computer hardware, operating system, and software operations and optimization.

Preferred Qualifications

* Bachelor's degree in Information Technology, Management Information Systems, or related field.
* Any of the following certifications: Apple Certified Support Professional (ACSP) certification, Apple Certified Technical Coordinator (ACTC) certification, Apple Certified Macintosh Technician (ACMT) certification, Dell desktop and laptop hardware repair certifications.
* Five years of progressive information technology experience in workstation/client support or systems administration.
* Poses any of the following certifications: Apple Certified Support Professional (ACSP) certification, Apple Certified Technical Coordinator (ACTC) certification, Apple Certified Macintosh Technician (ACMT) certification, Dell desktop and laptop hardware repair certifications.
* Advanced knowledge of Microsoft Active Directory, Group Policy, Microsoft Exchange, LDAP authentication, and VMWare VM/VDI deployments.

Work Schedule

Monday - Friday, 8:00 a.m. - 4:30 p.m.

Application Deadline

For best consideration, please submit your application materials by 4:00pm on Tuesday, September 5, 2017.

Special Instructions

Candidates must apply online through www.du.edu/jobs to be considered. Only applications submitted online will be accepted. Once within the job description online, please scroll to the bottom of the page to apply. If you have questions regarding this position please contact Jessica Lovan at jessica.lovan@du.edu

Please include the following documents with your application:

* Resume
* Cover Letter

The University of Denver is committed to enhancing the diversity of its faculty and staff and encourages applications from women, minorities, members of the LGBTQ community, people with disabilities and veterans. The University is an equal opportunity/affirmative action employer.

All offers of employment are based upon satisfactory completion of a criminal history background check.

DepartmentUTS-Customer Service (401200)Position TypeFull-Time/Regular

About University of Denver

The University of Denver (www.du.edu ), the oldest private university in the Rocky Mountain Region, enrolls approximately 9,500 students in its undergraduate, graduate and professional programs. The Carnegie Foundation classifies the University of Denver as a Doctoral/Research University-Extensive. Total undergraduate enrollment for Fall 2003 was 4,481, including 1,028 first-year, traditional undergraduate students. Graduate enrollment was 5,024. Overall, 105 nations are represented in the student body, and non-U.S. citizens comprise almost seven percent of the student population. U.S. News and World Report's annual undergraduate rankings place the University of Denver 87th among national doctoral universities and 48th among the top 86 private doctoral universities. In September 2003, the Wall Street Journal ranked the University of Denver's Daniels College of Business #44 among the world's top business schools. The DU College of Law is #78 in the U.S. News and World Report "2004 America's Best Graduate Schools" ranking.