IT Support Specialist

Division Summary

Information Technology (IT) is the unified IT organization that supports the University's vision, values, mission, and goals by providing IT infrastructure, systems, administrative applications, academic resources, and related services to faculty, students, and staff.  Embracing DU’s Impact 2025, the division aligns IT resources with the University and unit strategic goals and operational plans, providing service in the spirit of “One DU”. 

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

Position Summary

The Support Specialist, under the direction of the Senior Manager of IT Customer Services, within the IT Customer Services department, provides technology support for the University of Denver's faculty, staff, and students, including computer hardware and software for Windows and MacOS computers; virtual machines; Active Directory account management; printing solutions; and other technology support for the University Community, as well as maintaining university-owned computers.

Essential Functions

• Gathers, analyzes, interprets, and presents information technology and business 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 Help Center, as well as in the field.
• Testing and documentation of applications and their compatibility with university systems
• Provides client consultation to determine how to apply technical resources to solve business needs.
• Participates as a member of the IT Customer Service department and Information Technology division. Works collaboratively to resolve issues and provides a positive experience for the University community. Researches and contributes ideas for improvement.
• Diagnoses and resolves reported difficulties and/or escalates to appropriate specialists within the ITSM system.
• Responds to computer hardware failures, malware and virus threats, software troubleshooting requests, networking issues, system upgrade requests, file permission requests, new software deployments, and other issues as assigned.
• Installs, configures, and performs routine maintenance on systems hardware and software, including Windows and Mac operating systems, with appropriate certifications.
• May manage projects of limited scope or portions of large/complex projects and 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 to browsers and operating systems, and tests for compatibility with the University of Denver enterprise and other applications.
• Audits equipment, including an inventory and review of workstations with serial 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 and possible solutions.
• Skilled in providing information technology-related customer service to users with varying levels of technical expertise.
• Ability to troubleshoot mobile devices, including iOS and Android operating systems and applications.
• Must be able to manage projects, work independently, and as part of a team.
• Excellent verbal and written communication skills in the English language are required.

Required Qualifications 

• Associate degree or equivalent education in a related field.
• 1 – 2 years of information technology experience in workstation/client support
• Must be able to competently and professionally troubleshoot Windows and macOS computers, network issues, and mobile devices in a variety of business settings.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Management Information Systems, 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, and Dell de