University of Delaware Hiring for IT Support Consultant I, IT-Client Support & Services at Delaware, United States Full Time

Equal Employment Opportunity Statement

The University of Delaware is an Equal Opportunity Employer which
encourages applications from Minority Group Members, Women,
Individuals with Disabilities and Veterans. The University’s Notice
of Non-Discrimination can be found at http://www.udel.edu/aboutus/legalnotices.html

Job No: 499361
Work Type: Staff
Location: Newark/Hybrid
Categories: Information Technology, Full Time

PAY GRADE: 27S

CONTEXT OF JOB:

IT Client Support and Services is often the first point of contact
for students, faculty members, and staff members seeking help with
technology. IT-CS&S 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, student computing, and assistance with hardware and
software issues. The unit is made up of the following groups:
Client Engagement, Client Services, ID Card Services, Distributed
IT, IT Service Management and IT Communications

The IT Support Consultant I in the Administrative Field Support
Team within IT CS&S provides general technical support and
support in specific areas of technical expertise to campus clients
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 IT Support Consultant I reports to the Supervisor, Field
Support in IT CS&S.

MAJOR RESPONSIBILITIES:

• Consults with faculty and staff and provides desktop support
  for Windows 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, and other
  related peripherals. Consults with faculty, staff, and/or students
  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 areas of technical
  expertise. Serves as technical liaison between client and IT staff
  when needed.
• Resolves problems by investigating multiple resources (e.g.,
  vendor technical support, listservs, Web) and collaborating with
  colleagues.
• 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.
• Develops, installs, and configures supported 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.
• Participates in departmental desktop equipment upgrade
  projects.
• Tests software applications, computer hardware and other
  related peripherals as needed. Participates actively on special
  technology related projects or initiatives.
• Assists with researching and evaluating new technologies.
  Participates in the implementation of new technologies.
• Maintains 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 other related duties as assigned.

QUALIFICATIONS:

• Bachelor’s degree with one-year related experience or
  equivalent combination of education and/or experience.
• 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, and knowledge of current
  technological developments.
• An in-depth knowledge of specific applications and/or
  specialized computer peripherals.
• Strong analytical and troubleshooting/problem solving
  skills.
• Ability to accommodate various needs and work effectively with
  a diverse user base.
• Excellent communication skills (oral, written, listening,
  presentation), organization, interpersonal, and customer-service
  skills.
• Ability to work successfully in a team-oriented
  environment.
• Must be able to manage multiple projects and be detail
  oriented.
• Aptitude for learning quickly and functioning in a dynamic
  technological environment.
• Demonstrated understanding and consideration of the differing
  needs and concerns of individuals with varying identities,
  cultures, and backgrounds.
• Committed to fostering a workplace culture of belonging, where
  diversity is celebrated, and equity is a core value.

Special Requirements:

• Requires the ability to lift and move, with or without
  assistance, computer equipment and supplies weighing up to 50
  pounds.
• Dexterity to set up, operate and troubleshoot computers and
  associated peripherals.
• Occasionally required to use personal protective equipment to
  prevent exposure to hazardous materials when entering laboratory
  spaces.

Notice of Non-Discrimination, Equal Opportunity and Affirmative
Action
The University of Delaware does not discriminate against any person
on the basis of race, color, national origin, sex, gender identity
or expression, sexual orientation, genetic information, marital
status, disability, religion, age, veteran status or any other
characteristic protected by applicable law in its employment,
educational programs and activities, admissions policies, and
scholarship and loan programs as required by Title IX of the
Educational Amendments of 1972, the Americans with Disabilities Act
of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII
of the Civil Rights Act of 1964, and other applicable statutes and
University policies. The University of Delaware also prohibits
unlawful harassment including sexual harassment and sexual
violence.

Applications close:

PI192540976