Salary range is $45,000-60,000, commensurate with qualifications and experience.
The College of Business IT Department at Colorado State University is seeking a full-time staff member to manage the IT Faculty Support function. The primary responsibility of Faculty Support is on-time resolution of support issues and questions for faculty and staff. This individual will work with a student support team to provide incident management and escalation processes toward resolution in accordance with service goals.
Responsibilities: Technical lead for solving support issues for Faculty and staff o Implement deployment plans for Windows and standard applications o Troubleshoot client/server architecture and networking o Troubleshoot escalated issues involving operating systems and standard applications Lead Faculty Support student team o Analyze staffing needs o Recruit, hire and train support staff o Manage and evaluate support staff o Mentor junior (student) support staff Assess and Implement New and Existing Technology for Faculty and Staff o Use Microsoft's IT management systems to identify and diagnose issues o Deploy critical software and driver updates to customers' systems o Monitor and enforce security practice and compliance o Research, configure, and deploy mobile and desktop devices o Monitor and ensure support staff expertise with supported technologies Process Improvement o Coordinate the resolution of help desk requests with other IT departments o Participate in budgeting process and manage to budget o Develop and maintain a knowledge base o Create and continuously improve a support team process handbook
Critical Characteristics for a Successful Applicant: Ability to track individual and team activities, time, and expenses An evaluative attitude toward continuous improvement and meeting goals Strong desire to support faculty, staff, students, and various IT teams Solid customer service skills Excellent communication with individuals of all technical abilities A thorough understanding of an effective end user support environment Ability to work in a fast paced environment An interest in team participation and collaborative relationships, along with the ability to foster and promote an effective team environment Ability to identify, develop, and implement processes and workflow management techniques across multiple teams Ability to clearly document processes, escalation procedures, and issue resolution steps
Required Qualifications: Associates Degree in a related field (Information Systems, Computer Science, Business Management, or similar) or relevant technical certifications indicating IT expertise (Microsoft certifications a plus) 2 years or more relevant work experience providing IT technical client support Working knowledge of Microsoft platforms, including Windows Server, Active Directory, and Exchange Expert computer skills with an emphasis on Microsoft Windows and Office products Experience with system deployment tools (System Center Configuration Manager, Microsoft Deployment Toolkit, Windows Deployment Services, etc.) Extensive troubleshooting experience Experience coordinating support requests leveraging a ticketing system Experience creating and maintaining documentation Supervisory experience including use of metrics, SLAs, and other accountability measures Knowledge or experience working with ITIL concepts of incident, request, problem, and change management Excellent communication skills both written and verbal
Reflecting departmental and institutional values, candidates are expected to have the ability to advance the Department's commitment to diversity and inclusion.
Applications accepted until position is filled; full consideration application deadline is Monday, December 23, 2013.
To apply: submit a cover letter discussing education, experience, qualifications and skills specific to the position; a resume; and the names, addresses, phone numbers, and email addresses of three references in a single electronic MS Word file to firstname.lastname@example.org specifying Faculty Support Coordinator in the subject line. References will not be contacted without prior notification of candidates. Official transcripts upon request.
The annual Fire and Safety Update and University Drug/Alcohol Policy booklet informs the University Community about important procedures, policies, crime prevention programs and crime statistics. A copy of the booklet may be found online (http://police.colostate.edu/pdfs/2011-Safety-Report.pdf), or a paper copy can be requested by contacting the Colorado State University Police Department at (970) 491-1160.