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University of Delaware

Location: NewarkDE 19702 Document ID: AC176-0I7G Posted on: 2019-04-1504/15/2019 Job Type: Regular

Job Schedule:Full-time
2019-05-15
 

IT Systems Support Consultant III, IT Client Support & Services

PAY GRADE: 29S

DEADLINE: Open until Filled

CONTEXT OF JOB:

IT Client Support & Services (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, Web Presence, and Research Computing.

The IT Systems Support Consultant III in the Client Services Team within IT-CS&S provides high-level 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 Systems Support Consultant III reports to the Associate Director, Client Services in IT-CS&S.

MAJOR RESPONSIBILITIES:
  • Provides ongoing administration, support, and maintenance of JAMF installation used for managing Apple desktops, laptops, and mobile devices.
  • Supports Windows clients using KACE management appliances. Configures, maintains, troubleshoots, tests, provides training, investigates and evaluates new applications.
  • Installs, maintains, and manages the software imaging process using Microsoft Deployment Toolkit for Windows and JAMF for Macs.
  • Provides support of desktop, laptop, and mobile device security best practices including encryption, backup procedures, and virus protection.
  • Performs system maintenance, configures equipment, installs software, upgrades, and patches. Supports virtual servers and cloud services with support work including: troubleshooting, evaluating, testing, and writing documentation. Provides on-call support for critical systems.
  • Develops and delivers client education and training in area(s) of technical expertise. Creates and reviews documentation in area(s) of technical expertise. Prepares and delivers presentations and workshops to audiences of varying technical levels. May give presentations to select campus groups in areas of technical expertise.
  • Leads and/or participates as a key team member on technology related projects or initiatives.
  • Consults with and provides second tier high-level technical support to faculty and staff using central IT services such as Office 365, Exchange Online, SharePoint, Active Directory, file storage, virtualization and additional specific areas of technical expertise.
  • Performs advanced troubleshooting. Responds to escalated technical problems. Analyzes the nature, scope, and complexity of client problems in areas of technical expertise. Resolves more complex problems by investigating multiple resources (e.g. vendor technical support, listservs, Web) and collaborating with colleagues.
  • Actively works to identify, promote, and facilitate innovative technologies that address UD's strategic needs.
  • Serves as technical liaison between client and IT staff when needed.
  • Mentors IT Support Center staff, more junior IT Systems Support Consultants and consults and collaborates with IT professionals across campus.
  • Tests software applications, computer hardware and other related peripherals as needed. Communicates problems to vendors and colleagues to resolve problems.
  • Researches, evaluates, recommends, integrates, and implements new technologies, software, and hardware.
  • Maintains high-level 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. 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 three years related experience or equivalent combination of education and/or experience. Experience in a University computing service environment is highly desirable.
  • Knowledge and experience 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.
  • An in - depth knowledge of Windows and Macintosh operating systems, GPO scripting, core applications such as Office 36 5, Microsoft Exchange Online, Active Directory, SharePoint, OneDrive , calendaring.
  • Knowledge and experience with virtual servers, VPN, cloud services.
  • Strong analytical and problem solving skills.
  • Ability to accommodate various needs and work effectively with a diverse user base.
  • Effective communication skills (oral, written, listening, presentation), organization, interpersonal, and customer-service skills.
  • Ability to work successfully in a team-oriented environment.
  • Ability to manage multiple projects and be detail oriented.
  • 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.


Equal Employment Opportunity

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

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