Nature of Work:
This position is responsible for troubleshooting problems with PC's, MAC's, printers, email, internet utilities, network connectivity, remote access, generation of IP addresses for LAN Administrators and IT Services staff, resetting of passwords on Windows based servers and overall computer support for 7000+ users on the UC Denver campus. This position is required to implement the UCD Information Technology Services mission. This position is charged with providing Help Desk functions and assistance to end users, technical staff and management personnel as it relates to daily departmental and end user requests for services and incidental support activities.
This position will report to the Help Desk Manager.
This entry-level position will have no supervisory authority.
Examples of Work Performed:
The Entry Level IT Professional assists faculty, staff, and students with IT Services related problems over the phone, via email, and work order requests. Relies on personal knowledge and skill to determine the source of the problem, independently identifies the cause, and determines the appropriate solution to solve the user’s problems. Often, these problems are new and unknown and require new and previously un-tested solutions to address the issue. Further determines priorities when multiple demands are made, and decides on the best course of action to follow and which problems are critical. Duties include:
· Ordering services, user education and training, troubleshooting a variety of user problems and concerns, and serves as a technology resource for campus users.
· Manage complex issues to determine the customer requests and the problems they are experiencing. Customer often provides symptoms of the problem and the Entry Level IT Professional must determine the cause of the problem, the appropriate solution to the problem, and the process for solving the problem. The Entry Level IT Professional must then communicate the solution to the customer and assist the customer in its implementation.
· Troubleshoot and resolve as many problems as possible considering numerous and variable circumstances.
o Diagnose issues with personal computers based on hardware or a variety of software programs. Possible problems and solutions to computer issues can vary in nature and be very complex and previously un-identified. Uses customer feedback to break down the problem, analyzes possible solutions, create new process and procedures for addressing the issue, and utilizes best judgment to determine the practical course of action.
o Aids in File and Print Services to back up user data; Entry Level IT Professional assists in determining when the event occurred, formulating the request and determining what information is needed. This may include requests not previously experienced in which the Entry Level IT Professional must identify problems with operational systems and devise solutions to address customer problems.
o Enable access to encrypted machines that users are unable to access due to variable circumstances, assists customer in accessing needed data, educates users on campus security policies and recommends best practices.
o Assists and instructs users in connecting to University resources via the network, and remote network access systems. Examines possible issues caused by credentials, physical limitations or outages, interpreting the best process for resolution, and creating new processes for problem resolution.
o Phone Systems including voicemail, physical phone usage, troubleshooting problems and processing software changes as needed to fit the business requirements of end users.
· As there is often more than one way to solve a problem, with little guidance the Entry Level IT Professional must consider all of the options and determine the best solution based on the individual circumstances and customer needs while considering what resources are available. This may include the creation of new solutions to complex problems.
· Follow up on unresolved customer calls, using discretion to engage other IT Services staff members and resources as needed, in order to resolve user problems in a timely and efficient manner.
· Provide instruction in the areas of hardware and software installation, upgrade and usage to campus computer users, providing over the phone training to assist users in maximizing their technology abilities.
· Assist in the training of new technicians, introducing new processes and procedures that provide a framework for decision making in a variety of areas (computers, software, network, accounts and access, phones, printing, etc.).
· Generate work orders in the IT Services database for all business phone requests, special projects, and special tasks with little to no direction required.
· Participates in emergencies based on the magnitude and nature when needed. Acts as a first responder to technology emergencies, must use discretion in order to determine whether the issue is affecting a single user, a group of users or when the campus is experiencing a larger issue.
· Escalate complex technical issues to staff authorities in order to help determine the best way to solve complex problems.
· Research the operational aspects of new operating systems such as Windows 8. This includes understanding the interaction of new and existing applications in new operating system environments. This includes creating new processes and procedures in the ongoing support of these new systems and applications.
• A pager is required for these duties as occasionally these duties may require off-hours and on-call support.
o The on-call, after-hour professional must be familiar with basic Help Desk functions and be able to provide Tier I remote/phone support. The employee will be provided with a pager, Blackberry, after-hours bag, notebook, University laptop, spare batteries, power chargers, and procedures guides. For the entire period of time the employee is the after-hours professional on duty, the employee is expected to have the after-hours bag and equipment, be in a location that has internet access, and must be able to respond to pages received within 15 minutes.
Knowledge, Skills, and Abilities
• Excellent customer service and communications skills
• Excellent organization and time management skills
• Ability to work with individuals with a wide range of computer skills, specifically when communicating technical information
• Excellent problem solving and troubleshooting skills
• Ability to work independently as well as a member of a team
• Experience troubleshooting current Windows and Macintosh Operating Systems
• Experience using remote computer access or maintenance software
• Experience using Help Desk ticketing software
• Experience with troubleshooting Tier I technical problems over the phone
• Experience with Active Directory and domains
• Graduation from an accredited college or university with a bachelor's degree in computer science or closely related field -OR- an associate's degree in computer science or a closely related field plus two years' experience working in information technology workstation support or service desk fields. Work experience in the occupational field or specialized subject area of the work assigned to the job may be substituted on a year-for-year basis for the degree.