Job Description

Required Qualifications

• A BA/BS degree; or a combination of related education and work experience to equal four years.
• Previous experience working at an IT Service Desk or related.
• Knowledge of desktop computing hardware and peripherals, common operating systems and applications.
• Skill to problem solve and diagnose technical problems.
• Experience working with customers and providing good customer service.

Preferred Qualifications

• Experience working with Linux, Windows, and Mac operating systems.
• Demonstrated ability to effectively communicate orally and in writing to a wide range of users and co-workers.
• Successful experience communicating with and serving the technical needs of high profile users like deans, department chairs, distinguished faculty, and/or business executives.
• Self-starter with ability to work independently in a professional, customer service environment.

Responsibilities

CSE Computer Fleet Operations (20%)

• Oversee the setup and imaging of new machines before distributing to CSE departments. Image Windows, Linux and Macintosh computers using SCCM and Foreman. Coordinate delivery and set-ups for new computers. Install and configure software on Windows, Linux and Macintosh computers. Migrate user data between devices. Troubleshoot post-setup issues as needed.
• Manage inventory of new and existing machines using CSE’s inventory database.
• Oversee the collection and secure disposal or repurposing of older computer systems and other IT equipment.
• Work with hardware vendors to arrange for warranty and non-warranty repairs on college-owned computers.
• Manage shipping and receiving operations for CSE-IT.
• Manage the scheduling, usage, and maintenance of loaner equipment used by CSE-IT clients.
• Manage loaner pool upgrades and purchases.
• Supervise student employee(s).

Technical and User Support (40%)

• Provide level one and two (on-site or remote) technical support for client computers and related peripherals, resolving issues through standard procedures and solutions, as directed by the Service Desk.
• Repair, or arrange the repair of, malfunctioning hardware that meets support minimums.
• Work within vendor support agreements to facilitate warranty hardware and software support.
• Perform preventative maintenance on computers, including installation of security patches and other important updates when automated techniques fail.

Service Desk Support (35%)

• Field incoming tickets and calls to the help desk and escalate or resolve in a timely manner.
• Respond to problems, queries, or complaints from users.
• Troubleshoot, rectify faults, and escalate problems when needed.
• Resolve customer account issues.
• Maintain CSE-IT equipment and manage check-out to users.
• Assist with maintaining CSE-IT Knowledge base documentation.

Technology Special Projects and Security (5%)

• Participates in the testing of new software packages, images, patch deployment and GPOs as needed.
• Other duties and projects as assigned.

CSE-IT provides technology services to support the mission of the College of Science and Engineering. CSE-IT stands as a dedicated advocate for faculty, staff, and students, ensuring reliable and proactive support for the college and its departments. We support and uplift others, and respect contributions, promoting good work-life balance and cooperation within the team. We accomplish our goals by being visibly responsive, having a future mindset, and fostering faculty success.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

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