Acts as a liaison between technology and all UEI operations, in providing support for general business applications (Microsoft Office suite, Google apps, Adobe, Zoom, Slack, et. al.), specialized data analysis software (SAS, SPSS, STATA, HLM, X-Win32), financial software (Business Objects, SmartView, Quickbooks Pro), and other software packages.
LeadsÂ a variety of IT support activities including: providing support to end users in problem resolution; guiding end users through troubleshooting procedures; developing troubleshooting scripts; providing technical leadership in setup, installation, and configuration of desktop hardware and software using Microsoft Endpoint Management Configuration Manager for Windows PCs and Jamf for Macintosh PCs; maintaining compliance with internal controls, policies, and standards; performing upgrades to hardware and software; and supporting printing and other peripheral computing devices for both Windows and Macintosh systems.
Simulates or recreates a range of complex user problems to resolve operating difficulties.
Possesses competency with basic Unix/Linux terminal commands in order to support users of data analysis systems.
May interact with network services to restore service and/or identify and correct core problems.
Recognizes the importance of computer and data security and will work with staff on adhering to the security standards of the organization.
Maintain currency and a high level of technical skill in the field of IT.
Use application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications.
Responsible for the design, development, documentation, analysis, creation, testing or modification of computer systems.
Guides a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems.
Uses in-depth knowledge of IT support best practices and experience with the University IT systems to conduct analyses and contribute to the resolution of complex problems.
Performs other related work as needed.
Bachelor's degree in a computer-related technical area, or with an additional minimum of five years of user support experience
Technical training certification
Experience with various computer related technologies (Phones, tablets, printers, scanners).
Extensive experience with Windows and/or Macintosh operating system and applications.
Experience with enterprise endpoint configuration management software such as Jamf or MEMCM.
Experience with simulating user problems to diagnose and resolve complex operatingÂ issues, and to develop troubleshooting scripts for the help desk.
Ability to understand technical aspects of a unit's core technology functions and determine customized IT needs to support those functions.
Fundamental understanding of hardware and software installation and troubleshooting in a desktop computing environment.
Familiarity with network connectivity and ability to troubleshoot connectivity problems.
Thorough understanding of Windows and/or Macintosh software (operating systems and applications).
Basic understanding of computer networks, IP addressing, DNS, DHCP.
Excellent decision making and problem-solving skills.
Effective time management skills.
Excellent organizational skills with emphasis on detail and follow-through.
Excellent listening skills with the ability to empathize and focus on client service.
Ability to communicate technical information to a non-technical audience in a clear and coherent manner.
Ability to maintain strictest confidentiality when working with sensitive information.
Ability to demonstrate initiative in the resolution of problems.
Ability to propose solutions to questions regarding system procedures, online transactions, systems status, and downtime procedures.
Some familiarity with data analysis software.
Familiarity with Linux/Unix command line scripting and/or Windows shell scripting.
Cover Letter (required)
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Internal Number: JR10102
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