IT Support Specialist

Desktop Support Engineers

The IT Specialist will be called upon to work as an integral part of the CSIS team in order to provide best in class wholistic IT services throughout a dynamic arts-based enterprise. The individual will be expected to act as a professional and courteous tier-1/tier-2 helpdesk support resource and customer champion for all College of Fine Arts customers (faculty, staff, & students).

Responsibilities:

• Provide first-level contact and problem resolution for incoming phone calls, emails, and walk-in support requests.
• Troubleshoot and support a diverse set of software, ranging from email and office suites to advanced audio/video, multimedia, imaging, and production tools across the enterprise.
• Efficiently diagnose and resolve software, hardware, and network connectivity issues for laptops, desktops, tablets, phones, etc.
• Provide accurate and timely ticketing of support cases and resolutions.
• Act as a liaison between customers, CSIS support staff and central campus IT to ensure accurate problem interpretation and resolution.
• Coordinate and facilitate the deployment of new computing hardware and software to CFA faculty and staff.
• Migrate user data safely from old customer systems to new computers (usually 50+ machines per year).
• Act as a customer liaison for Apple Service Center and other repair vendors for all hardware repair warranty and replacement services.
• Facilitate and inventory end-of-life hardware and asset transfer to University surplus.
• Maintain records of hardware, software licenses, peripherals, and inventory assignments of CFA computing assets.
• Generate outstanding internal and external support documentation, tutorials, guides, and trouble tickets.

Work Environment and Level of Frequency typically required Nearly Continuously: Office environment. Physical Requirements and Level of Frequency that may be required Nearly Continuously: Sitting, hearing, listening, talking. Often: Repetitive hand motion (such as typing), walking. Seldom: Bending, reaching overhead

Minimum Qualifications

EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor's degree = 4 years of directly related work experience). Department may hire employee at one of the following job levels:

• Desktop Support Engineer, II: Requires a bachelor's (or equivalency) + 4 years or a master's (or equivalency) + 2 years of directly related work experience.

Preferences

A strong candidate will have the following:

• Bachelor's degree in related information technology area, or equivalency of at least 2 years of experience in the field or related area
• Strong and professional communication skills with the ability to work very closely, openly, and effectively within a team.
• Excellent customer support skills and demonstrated verbal and written communication skills.
• Strong organization and time management skills and the ability to work autonomously while juggling many tasks simultaneously.
• Strong problem solving and analysis skills to analyze support interconnections and to learn new skills quickly.
• Comprehensive Apple macOS and iOS support, installation, and troubleshooting experience.
• Advanced application knowledge of Adobe Creative Cloud, Apple, and Microsoft Office software products including content creation suites, communication tools, etc.
• Ability to perform physical activities such as lifting, bending, and performing repetitive desk work tasks.
• Ability to travel on and off campus for field support

Preference will be given to candidates who have the following:

• 4+ years of professional experience in desktop hardware and software support
• Advanced macOS and applications support skills
• Proficient macOS command line skills
• Proficient with iOS support and troubleshooting
• Experience managing devices with an MDM such as Jamf Pro
• Proficient Windows operating support skills (Windows 10)
• Proficient with networking foundations especially TCP /IP, DNS, and exposure WAN / LAN fundamentals, VLANs, Wi-Fi, etc.
• A+ /Apple Certified Mac Technician ( ACMT )/ACiT

The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education. Veterans' preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities. Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status.