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IT Support Consultant III, IT- Client Support & Services

Apply now Job no: 498667
College / VP Area: Vice President for IT
Work type: Staff
Location: Newark/Hybrid
Categories: Information Technology, Full Time

Pay Grade: 29S

Context of the Job:

IT Client Support & Services 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, and assist with hardware and software issues. The unit is comprised of the following groups: Client Engagement, Client Services, ID Card Services, and Distributed IT.

The IT Support Consultant III in the Embedded Field Support Team in Client Engagement within IT CS&S helps lead the technical support and support in specific areas of technical expertise to the University’s Facilities, Real Estate, and Auxiliary Services (FREAS) organization 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 group provides various on-premises and in-cloud IT services including servers and storage, server and desktop support, mobile device management & support, print management, client systems management, and other miscellaneous computing-related services to units within the department.

The IT Support Consultant III reports to the Associate Director, Client Engagement in IT CS&S.

 

Major Responsibilities:

  • Leads the field support effort for the Embedded Field Support Facilities Team. Identifies opportunities for process, IT service and IT support improvements. Manages the TeamDynamix Ticket queue. Ensures all tickets are resolved in a timely manner. Assists with IT Support strategy for FREAS.
  • Consults with staff and provides desktop support for Windows, Linux, and Macintosh systems by diagnosing, troubleshooting, and resolving complex problems with personal computer hardware, operating systems, application software, software utilities, data communications/connectivity devices, mobile devices, point of sale devices, and other related peripherals. Answer client questions related to the integration or use of IT devices, interfaces, and processes. Promotes client self-sufficiency by recommending IT training and other self-help solutions.
  • Consults with staff, in specific area(s) of technical expertise. Develops and delivers client education and training in area(s) of technical expertise. Creates and reviews documentation in area(s) of technical expertise. Collaborates with IT colleagues regarding technical issues revolving around area(s) of technical expertise. Leads projects or acts as key team member involving area of technical expertise. Serves as technical liaison between client and IT staff when needed.
  • Mentors junior IT Support Consultants and student workers.
  • Resolves more complex problems by investigating multiple resources (e.g. vendor technical support, listservs, Web) and collaborating with colleagues. Is an escalation point for other Embedded IT staff.
  • Conducts technical needs assessment for supported departments and evaluates training needs of departmental staff. Helps develop effective technology solutions that support academic and administrative activities.
  • Develops, installs, and configures supported software applications, computer hardware, mobile devices and other related peripherals in conformance with University standards. Transfer’s data files to new devices. Ensures print and file sharing services are delivered according to University standards. Educates users on virus protection, backup procedures, responsible computing, and information security. Removes spyware/viruses as needed.
  • Leads departmental desktop equipment upgrade projects alongside FREAS staff.
  • Test software applications, computer hardware and other related peripherals as needed. Participates actively on special technology related projects or initiatives.
  • Leads the system management for the Facilities Embedded Field Support group. Maintains Jamf, Kace and Intune with direction from the IT Client Services team. Develop and manage device setups and workflows.
  • Leads research and evaluates new technologies.
  • Participates in the implementation of new technologies.
  • Leads support of FREAS technical projects alongside the IT Project Management Office.
  • Provides support for Windows and Linux virtual servers utilized by FREAS.
  • Develops, maintains, and supports software unique to FREAS.
  • Assisting with maintaining departmental web services, including web security, front ends to the databases home page and associated web pages and web server(s), web site directory structures, configuration files and content: oversee the testing and troubleshooting of web site systems and applications software and hardware.
  • Maintains a high level of 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. Makes recommendations for use of specific applications on campus when appropriate.
  • Establishes and maintains appropriate working relationships with colleagues and clients and follows University and department policies and procedures governing IT efforts. Acts as a technical resource for departmental IT professionals in UD units across campus. Works within the department’s overall strategic plan following project priorities and scope. Meets deadlines and achieves goals.
  • Performs miscellaneous job-related duties as assigned.

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.
  • Experience in research administration is preferred.
  • Knowledge and experience with the operation and structure of University standard word processing, presentation, database, electronic mail, web authoring and spreadsheet software packages, networking, server hardware and software, point of sale devices, and knowledge of current technological developments. 
  • Knowledge of device security and management tools (i.e. Quest KACE and Jamf) within an enterprise computing environment.
  • Strong analytical and problem-solving skills.
  • Ability to accommodate various needs and work effectively with a diverse user base.
  • Ability to support Windows, UNIX, iOS/MacOS operating systems.
  • Effective communication skills (oral, written, listening, presentation), organization, interpersonal, and customer-service skills.
  • Ability to work successfully in a fast-paced team-oriented environment.
  • Ability to support software packages unique to Research Administration.
  • Must be able to manage multiple projects and be detail oriented.
  • Ability to develop applications that interact with UD Software.
  • Aptitude for learning quickly and functioning in a dynamic technological environment.

 

Special Requirements:

  • May be requested to work evening and weekends for special program events.
  • 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

 

Notice of Non-Discrimination, Equal Opportunity and Affirmative Action
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.

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