Job description
University of Colorado | CU Anschutz Medical Campus
Office of Information Technology
Service Desk Associate
Position #303425 – Requisition #27557
The Office of Information Technology has an opening for a full-time University Staff (unclassified) Service Desk Associate position.
Does this describe you?
Do you thrive in a fast-paced work environment? Are you a critical thinker who enjoys learning through experience and solving problems? Do you want to be the superhero that saves the day? We are looking for someone to provide remote technical support for staff, students and faculty. If you have exceptional interpersonal skills, and technical abilities to build good relationships and provide outstanding customer service working with others, then we want to know more about YOU!
We are looking for a Service Desk Associate to provide remote IT support for the CU Denver|Anschutz campus. You will be providing assistance to end users via chat, phone, and email, and the range of duties vary making every day energizing and new. Here are examples of the types of things you may encounter on a typical day:
- Actively contribute to OIT Service Desk’s support functions, including phone, email, and chat. Support areas include, but are not limited to:
- Accounts and Access: Fulfil requests and manage incidents including password resets, account unlocks, and identity management.
- Messaging and Calendars: Fulfil requests and resolve issues related to the Microsoft 365 email system, calendar sharing, and related applications.
- Learning Management Systems: Fulfil requests and manage incidents including course enrollments, mergers, and features.
- Phones and Internet: Fulfil requests and manage incidents including phone and network configuration, changes, and moves.
- Security: Fulfil requests and manage incidents including compromised accounts, encryption, and phishing and spam.
- Computers and Devices: Participate in a desktop support rotation, providing the equivalent of 1.0 FTE of desktop support services to the Denver Campus, along with 6 other service desk employees. Fulfil requests and manage incidents including troubleshooting desktops, laptops, printers and mobile devices. These desktop support services are funded by the Denver Campus.
- Software and Applications: Fulfil requests and manage incidents including software installation, configuration, and troubleshooting.
- Remote Access: Fulfil requests and manage incidents including VPN access, and remote desktop computing access.
- Server and Storage Support: Fulfil requests and manage incidents including network drive access, mapping, and troubleshooting.
- This position is responsible for exercising judgement to determine if and when to escalate tickets to the appropriate resource for further assistance.
- Engage in high-level problem-solving activities to diagnose and troubleshoot complex technical issues and provide innovative solutions to meet customers’ needs.
- On-Call Duties:
- The on-call, after-hours service desk professional on duty must be familiar with basic Service Desk functions and be able to provide Tier I remote/phone support. These duties rotate among the full time Service Desk staff.
What are we looking for?
We want someone that has:
- Excellent customer service, interpersonal, and communications skills.
- Excellent organization and time management skills.
- Excellent critical thinking, problem solving, and troubleshooting skills.
- Proven ability to adapt to changing conditions to meet customer support needs.
- Able to coordinate and resolve complex issues involving numerous stakeholders.
- Able to work independently as well as a member of a team.
- Actively promotes OIT values, including Service, Professionalism, Leadership, Innovation, Community, and Excellence.
We also have a few Minimum Requirements:
- Graduation from an accredited college or university with a bachelor's degree in information technology, business, communication, education, or closely related field.
- SUBSTITUTION: Experience in the field of customer service, information technology, or education may be substituted on year for year basis for the degree. An Associate Degree with two year's work experience can be substituted for the degree.
Required: Applicants must meet minimum qualifications at the time of hire.
And would love to see these additional qualifications:
- Experience troubleshooting current Windows and Mac operating systems.
- Experience using remote computer access or maintenance software.
- Experience troubleshooting Tier I technical problems over the phone.
- Experience using Service Desk ticketing software.
- Experience using Active Directory.
- Full detailed job description given to those identified for interviews.
Why work for OIT?
We value our team members and strive to achieve work life balance, inclusivity, and a FUN working environment. Click HERE to view testimonials from OIT Employees about why they enjoy working for OIT!
The Office of Information Technology (OIT) works to advance the University mission by providing innovative technology solutions and services to the CU Denver | Anschutz Medical Campuses, their constituents and partners. Click here to find out more about the Office of Information Technology
OIT formed with the vision of becoming the primary organization that university constituents utilize to solve their information technology challenges. To meet this vision, it was clear that a culture that put our constituents at the center of our service offering was necessary. OIT began working to build a culture of six core values, Service, Professionalism, Leadership, Innovation, Community, and Excellence (SPLICE) through our focus on TEAM – Trust, Empower, Appreciate, and Motivate. Click here to find out more about OIT’s Culture
We believe diverse teams are more innovative and make better decisions! In OIT, we strive to create a workplace where team members feel heard, valued, and have a sense of belonging. We encourage applications from women, ethnic minorities, persons with disabilities and all veterans. We are committed to diversity and equity in education and employment.
About the University of Colorado Anschutz Medical Campus
The University of Colorado Anschutz Medical Campus is a world-class medical destination at the forefront of transformative science, medicine, education and patient care. The campus encompasses the University of Colorado health professional schools, more than 60 centers and institutes, and two nationally ranked independent hospitals - UCHealth University of Colorado Hospital and Children's Hospital Colorado - that treat more than two million adult and pediatric patients each year. Innovative, interconnected and highly collaborative, the University of Colorado Anschutz Medical Campus delivers life-changing treatments, patient care and professional training and conducts world-renowned research fueled by over $650 million in research grants. For more information, visit www.cuanschutz.edu.
Why work for the University?
We have AMAZING Benefits and offer 10 holidays a year including exceptional amounts of vacation and sick leave!
See for yourself:
Conditions of Employment:
This position may require some occasional weekend and evening assignments as well as occasional availability during off-hours for participation in both scheduled and unscheduled activities.
This position is eligible to work fully remote. The work schedule will be based around core working hours in Colorado Mountain Time.
PLEASE NOTE: Candidates will be responsible for travel expenses related to the interview process and any relocation expenses, if applicable.
Parking expenses for employees are not covered by the university. To review parking options please visit the link below and select your appropriate campus:
Facilities Management Permit Parking
The University of Colorado has a requirement for COVID-19 vaccinations and full completion thereof by 9/1/21 or upon start date. Information regarding this requirement, and exemptions can be found at:
Salary and Benefits:
The salary range (or hiring range) for this position has been established at $50,733 to $51,000.
The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.
The above salary range (or hiring range) represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting.
This position is eligible for overtime compensation.
Benefits:
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