JOB SUMMARY

The University of Connecticut, Information Technology Services (ITS), is actively searching for a skilled and self-motivated technician (Computer Support Specialist 2 or Computer Support Technician 1 or 2) to provide top-tier technical support and oversight at our Waterbury Campus. The successful candidate is an energetic IT professional who is excited by delivering “best in class” services. Under the direction of the Regional Campus Technical Lead, this position is responsible for the day-to-day operational support of ITS provided systems and services.

The University of Connecticut has been named the top public university in New England for over a decade and is ranked among the top public universities in the nation. The University of Connecticut is also a Carnegie Foundation Research University, a prestigious honor shared by only the nation's top higher education institutions.

DUTIES AND RESPONSIBILITIES

• Use standard diagnostic techniques to analyze, identify, and solve problems.
• Provide assistance in technology support and training, both remotely and in person.
• Analyze, record, and track software and hardware issues using the central ticketing system, Jira Service Desk.
• Using Confluence, create and maintain internal and external knowledge base articles to promote efficient and effective support of ITS services.
• Resolve AV automation, software, and hardware problems, and work with users to troubleshoot and implement solutions.
• Assist with the installation, upgrade, and maintenance of university information technology systems.
• Collaborate and escalate issues within ITS to resolve issues related to server, network, classroom AV, and account support.
• Team-oriented and collaborative, working in conjunction with other ITS teams, external IT departments, and various vendors.
• Adapt plans and processes to ensure the availability of ITS services or systems.
• Ensure security and privacy of university computer systems.
• Perform regular upgrades to ensure systems remain updated and secure.
• Maintain confidentiality and integrity of information in compliance with University Information Security Policies.
• May supervise student employees or other technicians.
• Other related duties as required.

MINIMUM QUALIFICATIONS

Computer Support Specialist 2

• Associate's degree and two years of related experience; OR bachelor’s degree; OR four years of related experience.
• The willingness and ability to work occasional weekends and outside normal work hours.
• Knowledge of Microsoft Windows and Mac OS, Microsoft Office and related software applications.
• Knowledge of personal device configuration.
• Skilled in critical thinking, problem solving, and analysis.
• Ability to provide technical training and guidance.
• Demonstrated ability to respect diversity and work collaboratively with individuals of diverse cultural, social, and educational backgrounds.
• Ability to travel to multiple work locations throughout the state.
• Experience working with and using a ticket tracking system.
• Experience providing technical assistance using remote tools.

Additional Minimum Qualifications for Computer Support Technician 1

• Associate's degree and four years of related experience; OR Bachelor’s degree and two years of related experience; OR six years of related experience.
• Knowledge of personal device management.
• Experience with OneDrive/SharePoint file services.
• Knowledge of printer setup and maintenance.
• Ability to diagnose and resolve AV system issues.

Additional Minimum Qualifications for Computer Support Technician 2

• Associate's degree and six years of related experience; OR Bachelor’s degree and four years of related experience; OR eight years of related experience.
• Ability to interpret end-user needs and act on them quickly.
• Demonstrated knowledge of personal device configuration and systems administration concepts.

PREFERRED QUALIFICATIONS

Computer Support Specialist 2

• At least 2 years of experience supporting Classroom AV systems at a higher education institution.
• Experience collaborating with multiple units within an enterprise IT organization.
• Experience troubleshooting network issues both for devices and physical network infrastructure.

Additional Preferred Qualifications for Computer Support Technician 1

• Experience training faculty in the usage of Classroom AV.
• Extron AV Associate Certification.
• Experience working with department stakeholders to promote adoption of IT services.

Additional Preferred Qualifications for Computer Support Technician 2

• Extron Control and ProDSP Specialist Certification(s).
• Experience with deploying, managing, and troubleshooting devices with Microsoft Intune, VPro, and JAMF.
• Experience supervising full-time employees in a technology support unit.

APPOINTMENT TERMS

This is a full-time, permanent position. The University offers a competitive salary, and outstanding benefits, including employee and dependent tuition waivers at UConn, and a highly desirable work environment. Salary and rank will commensurate with experience. Other rights, terms, and conditions of employment are contained in the collective bargaining agreement between the University of Connecticut and the University of Connecticut Professional Employees Association (UCPEA).

TERMS AND CONDITIONS OF EMPLOYMENT

Employment of the successful candidate is contingent upon the successful completion of a pre-employment criminal background check.

TO APPLY

Please apply online at https://hr.uconn.edu/jobs, Staff Positions, Search #498544 to upload a resume, cover letter, and contact information for three (3) professional references.

This job posting is scheduled to be removed at 11:55 p.m. Eastern time on August 5, 2024.

All employees are subject to adherence to the State Code of Ethics which may be found at http://www.ct.gov/ethics/site/default.asp.

All members of the University of Connecticut are expected to exhibit appreciation of, and contribute to, an inclusive, respectful, and diverse environment for the University community.

The University of Connecticut aspires to create a community built on collaboration and belonging and has actively sought to create an inclusive culture within the workforce. The success of the University is dependent on the willingness of our diverse employee and student populations to share their rich perspectives and backgrounds in a respectful manner. This makes it essential for each member of our community to feel secure and welcomed and to thoroughly understand and believe that their ideas are respected by all. We strongly respect each individual employee’s unique experiences and perspectives and encourage all members of the community to do the same. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

The University of Connecticut is an AA/EEO Employer.