Information Technology (IT) is the unified IT organization that supportsthe vision, values, mission, and goals of the University by providing ITinfrastructure, systems, administrative applications, academicresources, and related services to faculty, students, and staff.Embracing DU's Impact 2025, the division aligns IT resources withUniversity and unit strategic goals and operational plans, providing servicein

　　The IT Customer Services Department provides customer-focused support for awide variety of technology resources campus-wide, at the University ofDenver. Through a combination of distributed IT staff, tiered support, anda call center, this customer-centric department collaborates with campuspartners to manage, maintain, and support the infrastructures for themulti-dimensional ways needed to support teaching, learning, events, andthe day-to-day business operations at the University.

　　Position Summary

　　The Support Specialist, under the direction of the Senior Manager of ITCustomer Services, within the IT Customer Services department, providestechnology support for the University of Denver's faculty, staff, andstudents, including computer hardware and software for Windows and Macintoshcomputers; virtual machines; Active Directory account management;printing solutions; Exchange account management; and other technologysupport for the University Community, as well as maintaininguniversity-owned c

　　Essential Functions

　　Gathers, analyzes, interprets, and presents information technology andbusiness information for operational purposes.Optimizes the performance of various computer systems.Performs information technology support activities including networking,printing administration, and workstation/client support.Service may be provided via phone, online, in person at the HelpCenter, as well as in the field.Testing and documentation of applications and their compatibility withuniversity systemsProvides client consultation to determine how to apply technical resourcesto solve the business need.The Support Specialist works closely with all members of the IT CampusPartnerships area, other IT departmental staff and numerous clients to solvetasks and incidents.Participates as a member of the IT Campus Partnerships department andInformation Technology division.Works collaboratively to resolve issues and provides a positive experiencefor the University community. Researches and contributes ideas forimprovement.Diagnoses and resolves reported difficulties and/or escalates toappropriate specialists within the ITSM system.Responds to computer hardware failures, malware and virus threats,software troubleshooting requests, networking issues, system upgraderequests, file permission requests, new software deployments, and otherissues as assigned.Installs, configures, and performs routine maintenance on systemshardware and software including Windows and Mac operating systems withappropriate certifications.May manage projects of limited scope or portions of large/complex projectsand may provide guidance to technical staff on a project basis.Documents procedures addressing frequently occurring issues for clients.Identifies software upgrades and patches including but not limited tobrowsers, and operating systems, and tests for compatibility withUniversity of Denver enterprise and other applications.Audits equipment, including an inventory and review of workstations withserial numbers, warranty info, and location information.As appropriate, performs other duties as assigned.Knowledge, Skills, and Abilities

　　Must be able to gather and organize information to identify needs andpossible solutions.

　　Skilled in providing information technology-related customer service tousers with varying levels of technical expertise.Ability to troubleshoot mobile devices, including iOS, Android, andW ndows Phone operating systems and applications.Must be able to manage projects, and work independently, and as part ofa team.Excellent verbal and written communication skills in the English languageare required.Required Qualifications

　　Associate's degree or equivalent education in a related field.

　　1 - 2 years of information technology experience in workstation/clientsupportMust be able to competently and professionally troubleshoot Windows andMacintosh computers, network issues, and mobile devices in a variety ofbusiness settings.Preferred Qualifications

　　Bachelor's degree in Information Technology, Management InformationSystems, or related field.

　　Any of the following certifications: Apple Certified Support Professional(ACSP) certification, Apple Certified Technical Coordinator (ACTC)certification, Apple Certified Macintosh Technician (ACMT)certification, Dell desktop and laptop hardware repair certifications.2 - 3 years of progressive information technology experience inworkstation/client support.Familiarity with Microsoft Active Directory, Group Policy, MicrosoftExchange, LDAP authentication, and VMWare VM/VDI deployments.Experience in a higher education setting.Working Environment