OIT Services Professional

Elevate Your Career at UCCS: Innovate, Inspire, and Impact in the Rockies!

Who We Are

The University of Colorado Colorado Springs (UCCS) is a premier educational institution that prides itself on academic excellence, research, and community engagement and is actively seeking a IT Professional to join our team! UCCS offers a diverse and inclusive learning environment that fosters innovation, growth, and the holistic development of its students. The work location for this position is on-site. This position is Exempt from the Fair Labor Standards Act (FLSA) overtime provisions.

At the base of the Rocky Mountains, Colorado Springs is captivated by its stunning landscapes, making it a paradise for nature lovers. This city is more than its scenery-a mosaic of history, arts, and a vibrant tech scene. We invite you to join a community that cherishes outdoor adventure as much as forward-thinking growth, an exceptional setting for both career and lifestyle.

Salary Range: $ 43,144 - $55,670 annually. Compensation will be commensurate upon experience and qualifications.

Benefits at a Glance

At UCCS, our employees are our most valued asset. We're proud to offer:

• Generous Time Off: Enjoy 22 vacation days, 10 sick days, paid parental leave, 13 recognized holidays, and provisions for bereavement, jury duty, and FAMLI Leave.

• Robust Health Coverage: Our comprehensive medical plans cover preventative care at no cost, including a yearly mental health visit. Plus, benefit from affordable dental, vision plans, and competitive prescription drug prices.

• Financial & Retirement Benefits: Take advantage of our health savings, flexible spending accounts, and life and disability insurance. Plan for your future with our retirement options.

• Further Your Education: Avail nine waived credits per academic year for courses at any CU campus. We invest in your educational and professional growth.

• Wellness & More: From wellness programs aimed at achieving your best self to various additional benefits through CU Advantage, we prioritize well-being and holistic development.

• Want to know your total compensation? Use our calculator to get the complete picture!

Summary

The OIT Services Professional resides within the Office of Information Technology (OIT) for the University of Colorado Colorado Springs. The OIT Services Professional will primarily support the OIT Service Desk as tier 2 support for audiovisual equipment in academic and administrative spaces as well as end user computing for students, staff, and faculty. This Service Desk is the central point of contact for all IT-related incidents and service requests. The role of the OIT Service Professional is to provide VIP support within defined SLAs, manage and support existing and new technologies, serve as subject matter expert, and provide professional support for all campus community members of UCCS. This position is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. OIT Services staff work in a dynamic, fast-paced environment that provides services over the phone, via chat, through e-mail, in-person (for walk-in customers), self-service, and remote access. This role works within the OIT Services team whose primary mission is to serve the UCCS community by developing and supporting learning technology, providing exceptional customer service, and acting as the central point of contact for OIT.

Essential Functions

The duties and responsibilities of the position include, but are not limited to:

• Provide backup support for the Service Desk

• Thorough knowledge of audiovisual equipment, set-up and operations including basic skills in the fields of audio, video and lighting including but not limited to: cameras, microphones, projectors and videorecorders, amplifiers and lighting control boards

• Provide an escalated level of technical support surpassing the knowledge and capabilities of the Service Desk front line.

• Installs, troubleshoots, and manages audio visual equipment, including hybrid-conference Teams enabled rooms.

• Monitor and respond to internal chats from Services Desk student employees seeking additional assistance with troubleshooting that cannot be found in the knowledge base or on the internet.

• Work with the internal service ticketing platform by creating, resolving, and following up on each incident or service request to ensure the issue is resolved within the scope of OIT supported services and within the defined service level agreement.

• Acts as an escalation point for Service Desk requests that need additional information or decision-making to help determine the cause and provide the best solution for the customer. This requires the position to communicate information to service desk professionals and student employees and determine the best course of action for our end-users.

• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes to restore service to the customer as soon as possible and escalating incidents to other support teams where necessary.

• Provides consistent, on-time, and superior VIP support to the campus community.

• Lab and printer support/troubleshooting.

• Technical support and troubleshooting for Mac, Windows, iOS, and Android operating systems.

• Collaborates with campus stakeholders to evaluate current and future technology needs.

• Works with internal and external stakeholders in the planning, installation, deployment, and configuration of new OIT services.

• Collaborate in the managing of procedures related to the identification, prioritization, and resolution of end-user help requests, including the monitoring, tracking, and coordination of Service Desk functions.

• Provides training for support technicians and end users on proper and appropriate use of OIT services.

• Works with third-party vendors to resolve escalated issues and repair of faulty hardware.

• Take ownership of and stay compliant with OIT security policies and procedures.

• Ensure compliance with OIT asset management policies and procedures. This requires being familiar with tracking incoming and disposing of obsolete equipment.

• Ensures that all faculty and staff computer builds are set up to meet the requirements provided by the IT Security Principal. This involves changing the process for building all new computers and entails updating an image monthly to ensure all new security patches are installed. Approves and determines proper computer software to be installed for all faculty and staff office computers.

• Manages all audio-visual and end user computing equipment in academic and administrative spaces.

• Creates and keeps knowledge articles up to date for end users and technicians.

• Demonstrates excellent communication skills with a variety of stakeholders and audiences.

• Problem solves technical and hardware issues.

• Serve as Service Manager for existing and new services as determined by the needs of the OIT Services Team.

• Assist in the development of the Service Desk training plan.

• Strong customer service experience.

• Use of Office 365 applications

• All other duties as assigned in support of OIT and campus strategies.

Tentative Search Timeline

• Priority will be given to applications submitted by: 11:59pm Sunday April 7, 2024.

• Potential interview dates (1st and 2nd rounds): April 15, 2024 - April 26, 2024.

• Potential start date: May 15, 2024.

Minimum Qualifications:

Applicants must meet minimum qualifications at the time of hire.

• Education: Graduation from an accredited college or university with a bachelor's degree or year for year equivalent experience. Part-time work can be considered.

• Experience: 2 years of demonstrated customer service. This includes a heightened sense of customer focus at all times. Part-time work can be considered.

Preferred Qualifications:

• Basic understanding of AV equipment

• Two years working in an Information Technology environment. Part-time work can be considered.

• ITIL Foundations certified

• Experience working in higher education

Physical Requirements:

While performing the duties of this job, the employee is frequently required to move or sit depending on the needs of the day. Employee is occasionally required to bend, kneel, stoop, crouch, crawl, and reach. Tasks may involve looking at a computer screen continuously for long periods of time and fine motor skills. The employee must occasionally lift and/or move up to 50 pounds and frequently lift and/or move up to 20 pounds.

Note: This job description is intended to outline the general responsibilities, qualifications, and physical requirements of this role at UCCS. It is not an exhaustive list of all duties, responsibilities, and qualifications required. The university reserves the right to modify, add, or remove duties and responsibilities as needed to meet the university's needs.

UCCS is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified 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.

In accordance with the Equal Pay for Equal Work Act, UCCS does not discriminate based on sex in our employment or compensation practices.

UCCS is committed to providing reasonable accommodations to applicants with disabilities. If you need reasonable accommodation for any part of the application and hiring process, please notify our office at hrhelp@uccs.edu.