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IT Support Consultant II

Apply now Job no: 502037
College / VP Area: Vice President for IT
Work type: Staff
Location: Newark/Hybrid
Categories: Information Technology, Full Time

Salary Structure

Salary Grade: 28S

Context of the Job:                     

IT Client Success is often the first point of contact for students, faculty members, and staff members seeking help with technology. IT-CS focuses on helping the UD community use technology effectively and efficiently. IT-CS staff members also take the lead supporting productivity, computing applications and tools, student computing, and assistance with hardware and software issues. The unit is composed of the following groups: Endpoint Support, FREAS Support, Ask IT Support Center, ID Card Office and Student Technology Services.

The IT-Client Support group, part of IT-Client Success, is made up of Administrative Field Support, Research Office Field Support, and the Ask IT Service Desk. This team provides dedicated technology support to University staff across campus, including assistance with end-user devices, specialized software, and the deployment of new technologies. IT-Client Support also plays a vital role in building and maintaining strong relationships with supported departments and serves as a key liaison to other units within UDIT. Their support spans all levels of the University, with particular emphasis on assisting UD’s senior leadership team.

All staff on IT-Client Support work closely together, sharing expertise and supporting one another to ensure responsive, high-quality service. Team members also partner with the student staff at the Ask IT Service Desk, offering technical guidance and mentorship to help them deliver effective walk-up support to faculty, staff, and students. This teamwork not only strengthens daily operations but also helps cultivate the next generation of IT professionals.

Major Responsibilities:

  • Consults with faculty and staff and provides desktop support for Windows and Macintosh systems by diagnosing, troubleshooting, and resolving problems with personal computer hardware, operating systems, application software, software utilities, data communications/connectivity devices, handheld devices, and other related peripherals.
  • Responds to client inquiries 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.
  • Act as an escalation point for the junior IT Support Consultants and for any device deployment related issue.
  • Act as a subject matter expert in managed environments, including system configuration, deployment, and endpoint management.
  • Optimize endpoint management through scripting (e.g., KACE) and automation of software deployments and system configurations.
  • Collaborate with the Systems team to resolve issues related to device management platforms and optimize performance.
  • Create and maintain TeamDynamix workflows to support project execution, track deployments, and enhance ITSM practices.
  • Lead and/or support IT projects related to security, proactive support strategies, hardware deployment, and student engagement.
  • Serve as a key contributor in Client Support’s Proactive IT Support Service by independently coordinating recurring consultations with assigned academic and administrative units; drive efforts to enhance service efficiency, strengthen strategic client relationships, and align departmental technology needs with broader institutional goals—under the guidance of the Manager of Client Support.
  • Lead internal documentation efforts, auditing technical content, updating materials, and collaborating with UDIT writers for clarity.
  • With direction from the Manager of Client Support, collaborate with IT Communications to support Client Support’s creative strategy for student-facing IT engagement initiatives. Design and produce high-quality marketing materials, poster campaigns, student staff handouts, and video-based training content. Leverage creative tools to develop visually compelling assets that enhance communication, elevate the visibility of IT services, and support student learning and onboarding.    
  • Contribute to Client Support’s IT awareness initiatives for the University’s First Year Seminar (FYS) program by supporting the design and delivery of engaging, educational videos, presentations, and marketing materials. Collaborate with campus creative stakeholders to help ensure content is visually compelling, aligned with student needs, and consistent with Client Support’s messaging.    
  • In collaboration with the Manager of Client Support, develop, implement, and maintain comprehensive training and onboarding strategies for new full-time staff, ensuring a consistent, high-quality learning experience that aligns with departmental goals and supports long-term team success.                         
  • Collaborate with the Student IT Support Lead to develop tailored training programs for student employees on the Administrative Field Support team.
  • Provides direct support for UD departments that don’t have a departmental IT professional.
  • 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(s) of technical expertise.
  • Resolves more complex problems by investigating multiple resources (e.g. vendor technical support, listservs, Web) and collaborating with colleagues.
  • Tests software applications, computer hardware and other related peripherals as needed.
  • Participates actively in special technology related projects or initiatives.
  • Researches, evaluates, and participates in implementation of new technologies.
  • Maintains technical knowledge and keeps abreast of technical developments in area(s) 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, meeting deadlines, and achieving goals.
  • Performs other 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.
  • 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, and knowledge of current technological developments. 
  • An in-depth knowledge of specific applications and/or specialized computer peripherals.
  • Strong analytical and troubleshooting/problem solving skills.
  • Ability to accommodate various needs and work effectively with a diverse user base.
  • Effective communication skills (oral, written, listening, presentation), organization, interpersonal, and customer-service skills.
  • Ability to work successfully in a team-oriented environment.
  • Must be able to manage multiple projects and be detail oriented.
  • Aptitude for learning quickly and functioning in a dynamic technological environment.
  • 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:

  • Requires the 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. 
  • Occasionally required to use personal protective equipment to prevent exposure to hazardous materials when entering laboratory spaces.

 

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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