In order to be considered as an applicant you must apply through the online application system at https://www.msudenverjobs.com. The full position announcement is listed at this site as well as application instructions. Be prepared to attach a cover letter, resume, and a list of three professional references with contact information (separate documents) to your application. IMPORTANT: If you have specific questions concerning this position or experience technical questions please refer them to the MSU Denver Equal Opportunity at 303-556-2245.
SUMMARY: This position resides in the ITS Client Services department which exists to provide computer hardware and software support services, daily operations, communications and support to the University’s administrators, faculty, staff and students. It also exists to provide a bridge between the departments and ITS for any projects, issues, or information technology Communications. The Helpdesk area of ITS Client Services exists to provide over-the-phone and walk-up assistance with technical services, solutions and support to all students, faculty and staff of MSU Denver. The Helpdesk Specialist exists to be a technical and informational resource to all students, faculty and staff. The position is responsible for Tier 1 and Tier 2 technical troubleshooting, problem/incident recording, problem resolution and problem escalation for MSU Denver supported products and services.
RESPONSIBILITIES: 65% – Technical Support
Perform diagnostics on any system used to access MSU Denver supported services including Windows and Mac OS, and to provide resolutions, correction to problems, answer questions, and give advice.
Make technical decisions at the operational level based on industry best practices and defined MSU Denver ITS processes and procedures and make recommendations for changes.
Apply technical expertise to make judgements and select the solutions to limit client downtime, and follow-up on temporary fixes for more permanent solutions.
Perform troubleshooting of network connectivity issues including TCP/IP, routing, DHCP and DNS.
Maintain a case load of Tier 1 and Tier 2 technology issues working to resolve, document, and transfer knowledge regarding reported cases.
Monitor and respond first-in first-out based on priority to requests received through the phone queue, ticketing system, or walk-up support.
Install, test, and configure workstations, peripheral equipment and software.
Deliver high-quality technical coaching to clients regarding the software and hardware supported by MSU Denver.
Provide high-quality customer service through courteous, prompt and accurate communication.
Expand technological awareness for clients by promoting new products, services, and informational resources available to MSU Denver constituents.
Promote a service oriented culture.
15% – Collaboration
Participate in the department’s efforts for continuous cycle of improvement by making suggestions for process improvements, identifying duplicate work processes, and suggest the elimination of unneeded tasks.
Work closely with MSU Denver ITS subject matter experts to deliver advance solutions to Clients.
Participate in division/university wide projects as a technical resource and serve as the “Voice of the Customer” to advocate and develop an optimal customer experience.
Use customer service soft skills to address upset customers and remediate complaints without the need for supervisor involvement.
15% – Technical Writing
Write and document technical solutions for publishing in the ITS Helpdesk Knowledge base.
Develop and conduct peer training to transfer knowledge regarding advance technical solutions.
Serve as a Lead Internal Subject Matter Expert on 3-5 internal systems or processes and provide support, guidance, and decision making for both Helpdesk peers and ITS colleagues.
Maintain a plan and participate in opportunities for professional development.
5% – Other duties as assigned.
EO STATEMENT: Metropolitan State University of Denver is an equal opportunity employer.
RANK & SALARY: Salary is commensurate with the selected candidate’s education and experience.
APPLICATION: IMPORTANT: in order to be considered as an applicant YOU MUST GO TO: www.msudenverjobs.com to apply.
DEADLINE:10/09/2017 All applicants must apply through the Online Application System at https://www.msudenverjobs.com.
MSU Denver is a leader in educating Coloradans in university programs particularly relevant to the state’s economy and the demands of today’s employers. With the highest number of ethnically diverse students among the state’s four-year colleges, MSU Denver offers 58 majors plus master’s degrees in accounting, teaching and social work. More than 21,000 students are currently enrolled at MSU Denver, and 75 percent of the University’s nearly 77,000 graduates have remained in Colorado as valuable members of the state’s workforce. Located in downtown Denver, MSU Denver shares the 175-acre Auraria Campus with two other post-secondary institutions. Pursuant to Colorado Open Records Law, written materials in a search process may be open for inspection by the public.
Visit us at www.msudenver.edu
Bachelor’s Degree in a technology-focused field.
2+ years of work experience in an Information Technology, Helpdesk or Call Center environment.
Experience providing customer service in an information technology environment.
Experience troubleshooting of network connectivity issues including TCP/IP, routing, DHCP, and DNS
Experience using, troubleshooting and supporting MS Windows desktop OS (windows 7 64-bit, Windows 8) and Microsoft Office Professional 2010/13.
Experience using and supporting Mac desktop OS (10.7+).
Experience using and troubleshooting standard desktop computing hardware, to include desktop and laptop computers, flat panel monitors, keyboards, mice and printers.
Experience using the BMC Footprints Incident Management platform for case handling.
Familiarity with or experience troubleshooting mobile operating systems including iOS and Android.
Experience working in an information technology environment in a higher education setting.
Excellent interpersonal skills and the ability to work well with a diverse population.
Effective organizational skills that include the ability to manage workload, multi-task, and work under pressure with project deadlines.
Ability to establish and maintain effective working relationships with other work units.
Experience developing and providing training.
Experience with Technical Writing
Excellent oral skills
Error-free written communication skills.
Experience working with customers with no technology background.
MSU Denver is a leader in educating Coloradans in university programs particularly relevant to the state’s economy and the demands of today’s employers. With the highest number of ethnically diverse students among the state’s four-year colleges, MSU Denver offers 58 majors plus master’s degrees in accounting, teaching and social work. More than 21,000 students are currently enrolled at MSU Denver,... and 75 percent of the University’s nearly 77,000 graduates have remained in Colorado as valuable members of the state’s workforce. Located in downtown Denver, MSU Denver shares the 175-acre Auraria Campus with two other post-secondary institutions. Pursuant to Colorado Open Records Law, written materials in a search process may be open for inspection by the public.
Visit us at www.msudenver.edu