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University of Connecticut

Location: Storrs MansfieldCT 06269 Document ID: AD026-0HWC Posted on: 2019-01-3001/30/2019 Job Type: Regular

Job Schedule:Full-time
2019-03-01
 

Computer Technical Support Consultant 1 or 2, UCP 4 or 7


The University of Connecticut, University Information Technology Services (UITS), is seeking a highly motivated, experienced and energetic individual to fill the position of Computer Technical Support Consultant 1or 2. The selected candidate must be a self-starter with the ability to work independently but also capable and willing to work effectively in a team environment.

Under the general supervision of the Call Center Team Lead, this position provides IT support for all of ITS services, including computers, printers, smart devices, software and hardware, accounts, applications, networking, and telecommunications. This includes tasks such as performing hardware, software, desktop, laptop, printer and phone troubleshooting and integration issues. The incumbent must have the ability to resolve new, unusual, or difficult problems, which require judgement and initiative, and to compile and organize information from relevant data sources.

Additional duties include developing content for surveys, webpages, the knowledge base, and events. The incumbent may also be asked to participate in events, such as open houses and parent orientation, and to perform other duties, such as documenting processes.

The University of Connecticut has been named the top public university in New England for over a decade and is ranked among the top public universities in the nation. The University of Connecticut is also a Carnegie Foundation Research University; a prestigious honor shared by only the nation's top higher education institutions.

DUTIES AND RESPONSIBILITIES
  • Analyzes and diagnoses computer software, hardware, and network problems for a variety of computer users.Troubleshoots and recommends corrective solutions to errors that require knowledge of contemporary computer operating systems, applications, networks, hardware and software or refers problems to appropriate technical staff/technicians or support area.
  • Facilitates computer usage by the faculty, students, and staff through a wide variety of means that may include direct instruction, surveys, bulletins, web pages, attendance at meetings, exhibitions, conferences, University events (i.e., open house, parent orientation, first year experience, ECE Instructors etc.).
  • Assists with user account, computer management, and permission administration within a Microsoft Windows Active Directory and Exchange environment utilizing enterprise management tools including but not limited to Active Directory Users and Computers (ADUC), Microsoft BitLocker Administration and Monitoring (MBAM), and Microsoft Deployment Toolkit (MDT).
  • Prepares electronic and hard copy documentation to advance technology staff records of supported systems and end-user knowledge of how to effectively utilize computing technology.
  • Records and maintains status of service requests, incidents/troubles, and accurate logs relating to issues within the centralized ticketing system.
  • Stays current with, and may research new, computer and network based technologies in order to recommend, install, maintain and troubleshoot new technologies adopted by the University.
  • May assist with training, supervision and establishment of work schedules for student staff.
  • Maintains routine security and cleanliness of computing facilities.
  • Performs related duties as required.

Additional duties performed at the level of Computer Technical Support Consultant 2 (UCP 7)
  • Consults with and provides expert advice to faculty, staff, students, committees, special interest groups, departments, computing professionals and other computer users regarding hardware and software usage, modifications and acquisitions that are applicable/suitable for specific purposes.
  • Works with complex systems integration issues including activities associated with data warehouse, client/server and web enabled technologies.
  • Assists with the development of plans and processes which ensure minimum risk to services or systems due to errors.
  • Acts as liaison between users, computer operations and technical programming groups as required.
  • May serve on project teams.

MINIMUM QUALIFICATIONS
  1. Bachelor's degree in Computer Science or related field, or equivalent combination of education and training.
  2. Thorough understanding of computer hardware, peripherals, standard operating systems, and software.
  3. Proven ability to analyze and troubleshoot different technologies and issues related to user rights, user administration, security, hardware (i.e.: desktop, mobile devices), operating systems, software, telecommunications, VPN and other technical related services and support.
  4. Experience with office productivity software and databases (MS Office suite, Office 365, MS Visio, SharePoint, and/or SQL databases).
  5. Good interpersonal skills with the ability of excellent performance in a fast paced dynamic, public facing environment with high customer service expectation and ability to efficiently multi-task.
  6. Detail oriented with good verbal and written communication skills.
  7. Demonstrated ability to handle technical problems, and to follow complex plans and strategies.
  8. The ability to work independently as well as in a team environment.
  9. The willingness and ability to work Holidays, occasional weekends, early mornings, and evenings.

Additional minimum qualifications to be considered for the rank of Computer Technical Support Consultant 2 (UCP 7)
  1. Bachelor's degree in Computer Science or related field, or equivalent combination of education and training and three years of related experience.
  2. The ability to manage complex problems and to work well under pressure.The ability to work effectively as a project team member.
  3. The ability to work independently with minimal supervision.

PREFERRED QUALIFICATIONS
  1. Advanced computer hardware and/or software knowledge.
  2. Experience within a Call Center and use of ticketing tools.
  3. Experience with remote desktop.
  4. Experience in a customer support role.

APPOINTMENT TERMS

This is a full-time, permanent position. The University offers a competitive salary, outstanding benefits, including employee and dependent tuition waivers at UConn, and a highly desirable work environment. Salary and position level will be commensurate with the successful candidate's background and experience. For additional information regarding benefits visit: http://hr.uconn.edu/benefits-summaries/ . For additional information about the University visit: http://www.uconn.edu/ and for detailed position information and the job description visit: http://itsjobs.uconn.edu .

TO APPLY

Please apply online at www.jobs.uconn.edu , Staff Positions. Interested candidates should submit a letter of application and resume that demonstrate how you meet the minimum qualifications and any preferred qualifications you may have for this position, and a list of contact information, including phone numbers for three professional references. Screening will begin immediately.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Employment of the successful candidate is contingent upon the successful completion of a pre-employment criminal background check. (Search 2019316)

This job posting is scheduled to be removed at 11:59 p.m. Eastern time on January 31, 2019.

All employees are subject to adherence to the State Code of Ethics which may be found at http://www.ct.gov/ethics/site/default.asp .

The University of Connecticut is committed to building and supporting a multicultural and diverse community of students, faculty and staff. The diversity of students, faculty and staff continues to increase, as does the number of honors students, valedictorians and salutatorians who consistently make UConn their top choice. More than 100 research centers and institutes serve the University's teaching, research, diversity, and outreach missions, leading to UConn's ranking as one of the nation's top research universities. UConn's faculty and staff are the critical link to fostering and expanding our vibrant, multicultural and diverse University community. As an Affirmative Action/Equal Employment Opportunity employer, UConn encourages applications from women, veterans, people with disabilities and members of traditionally underrepresented populations.


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