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University of Delaware

Location: NewarkDE 19702 Document ID: AB015-08ER Posted on: 2017-03-0103/01/2017 Job Type: Regular

Job Schedule:Full-time
2017-03-31
 

IT Support Consultant I, IT Client Support & Services

Position Information

IT Support Consultant I, IT Client Support & Services

Pay Grade: 27S

Deadline: Open until filled .

The IT Client Support & Services department seeks applicants for the position of IT Support Consultant I. IT-CS&S 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 assist with hardware and software issues. The unit is comprised of the following groups: Client Support, Client Services, Research & Web Presence.

The IT Support Consultant I in the Client 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 Manager, Client 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, hand held devices, and other related peripherals. Assists clients with questions related to the integration or use of IT devices, interfaces, and processes. Helps develop effective technology solutions that support academic and administrative activities.
  • Assists with installation and configuration of systems, software, and devices in conformance with University standards. Educates users on virus protection, backup procedures, and responsible computing. Experience with information security and securing desktop computers.
  • 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.


  • Provides second tier support for the IT Support Center. Monitors trouble tickets, contacts clients for clarification, and resolves problems.


  • Tests software applications, computer hardware and other related peripherals as needed. Participates actively on special technology related projects or initiatives. Participates in research, evaluation and 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. Works within the department's overall strategic plan following project priorities and scope. Meets deadlines and achieves goals.


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 familiarity with standard word processing, presentation, database, electronic mail, web authoring and spreadsheet software packages, networking, server hardware and software, and knowledge of current technological developments.
  • In depth knowledge of specific applications and/or specialized computer peripherals.
  • Strong 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 manage multiple projects and be detail oriented.
  • Demonstrated aptitude for learning quickly and functioning in a dynamic technological environment.


Special Requirements:
  • 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.





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