PAY GRADE: 28S

CONTEXT OF THE JOB:

Under the supervision of the Service Desk Manager, COE-IT, the CSS-I provides tier one and tier two technical support for the computing and networking operation for the College of Engineering. The operation encompasses equipment distributed across various buildings and geographic locations, providing a broad spectrum of essential and ancillary services, supporting a $100 million research enterprise composed of a diverse client community of over 3500 faculty, staff, and students.  The operation is critical to the success of all college missions, including research, academic, and administrative.

MAJOR RESPONSIBILITIES:

• Provides advanced level technical support for computing resources used for research.
  • Computational, simulation and modeling workstations and servers.
  • Workstations controlling and capturing data from instruments.
• Assists with academic and research software packaging and delivery.
• Assists with the management and operation of college and departmental computer labs.
• Supports and utilizes software tools to rapidly deploy pre-configured operating systems and software packages.
• Interacts with our exceptionally diverse community of clients. Assures all issues are resolved in a timely fashion to the client’s satisfaction.
• Installs, maintains, and repairs computer hardware and related equipment.
• Troubleshoots and resolves computer hardware and software issues.
• Evaluates system performance and recommend changes or upgrades.
• Provides informal point-of-use training to personnel.
• Assists users with hardware, software applications and computer operations.
• Assists in the development and maintenance of documentation and departmental records.
• Develops an increasing familiarity with the many business systems of the institution and associated technologies.
• Performs other related duties as assigned.

QUALIFICATIONS:

• Bachelor’s degree and three years of experience or equivalent combination of education and experience.
• Experience supporting multi-user Windows environment (Active Directory).
• Windows Scripting knowledge preferred (Batch, PowerShell).
• Knowledge of Windows operating systems required.
• Experience working with application packaging and deployment technologies a plus.
• Programming experience a plus.
• Macintosh and/or Linux experience a plus.
• Proficiency with MS Office applications.
• Effective troubleshooting/problem solving skills.
• Ability to ask appropriate questions to aid in diagnosis.
• Effective customer service skills.
• Effective oral and written communication skills.
• Ability to work independently and as a part of a team.
• Ability to prioritize, plan and organize work.
• Must be able to multi-task and respond to changing priorities comfortably.
• Ability to communicate effectively with people having various levels of technical expertise and interact well with people of all ages and diverse backgrounds.
• Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures, and backgrounds.
• Committed to fostering a workplace culture of belonging, where diversity is celebrated, and equity is a core value. 

SPECIAL REQUIREMENTS:

• Occasionally required to use personal protective equipment to prevent exposure to hazardous materials when entering laboratory spaces. 
• With or without assistance, must be able to lift 50 pounds
• Can traverse campus with computers and related equipment