IT Support Consultant I

PAY GRADE: 27S

CONTEXT OF JOB:

IT Client Support and 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, student computing, and assistance with hardware and software issues. The unit is made up of the following groups: Client Engagement, Client Services, ID Card Services, Distributed IT, IT Service Management and IT Communications

The IT Support Consultant I in the Administrative Field Support Team within IT CS&S provides general technical support and support in specific areas of technical expertise to campus clients 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 IT Support Consultant I reports to the Supervisor, Field Support in IT CS&S.

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, mobile devices, and other related peripherals. Consults with faculty, staff, and/or students 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 areas of technical expertise. Serves as technical liaison between client and IT staff when needed.
• Resolves problems by investigating multiple resources (e.g., vendor technical support, listservs, Web) and collaborating with colleagues.
• 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. Transfers 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.
• Participates in departmental desktop equipment upgrade projects.
• Tests software applications, computer hardware and other related peripherals as needed. Participates actively on special technology related projects or initiatives.
• Assists with researching and evaluating new technologies. Participates in the implementation of new technologies.
• Maintains 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 other related duties as assigned.

QUALIFICATIONS:

• Bachelor’s Degree in a related filed with 0-2 years’ experience directly related to position responsibilities preferred. The following can substitute for preferred education and experience- High School diploma/GED and 2 years’ experience, or Associate’s Degree/Trade School certification with 1 years’ 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.
• Excellent 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.
• Demonstrated 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.