Job Description

As an integral member of the Service Desk team within Mines Information and Technology (IT), the Service Desk Systems and Software Support Engineer provides remote technical support of university technology and software via telephone, online chat, and submitted tickets, as well as onsite technical support for users coming directly to the IT Service Desk (ITSD). This position also assists university departments in support of technology initiatives and provides high-level training to end users of university core software. They work within a small team to provide a broad range of professional IT consultation and support services to academic and research faculty, administrators, operational staff, and students, and assist with managing and mentoring student employees. They employ specialized knowledge to assess and troubleshoot problems that clients are experiencing with their computers, peripheral devices, network connections, operating systems, and software applications. They research issues as necessary and devise and implement solutions, including temporary workarounds, while permanent solutions are being researched or developed. They educate customers about the rationale and operating requirements behind best practices, security practices, policies, and procedures. Staff members in these positions maintain the primary relationship between Mines IT and customers as they are the first point of contact in most situations.

Primary Responsibilities

Service Desk Functions

Answer all calls and chats directed to the Service Desk with the goal of first call resolution (FCR).
Provide remote desktop support of networked computers, instructional devices, printers and printer software, and applications with remote control software.
Fulfill computer ordering and deployment requests with end users, following hardware asset lifecycle procedures.
Use theoretical and practical knowledge to provide high-level computing, advising, and support services to faculty, researchers, administrators, staff, students, and fellow IT professionals.
Evaluate customer requests, assess current infrastructure, and devise solutions and options to best meet client needs.
Dialogue with customers, perform needs analysis as appropriate, diagnose symptoms, behaviors, and errors in complex networked computing environments, determine root causes, and help design and develop permanent solutions or temporary workarounds if necessary.
Use judgment to assess priorities and respond to emergency or urgent needs that require immediate attention in order to avoid office, class, or business interruptions and outages
Provide software and user management support for applications and operating systems including Canvas, Google Apps, Microsoft Office, web browsers, Windows OS, macOS, and ChromeOS.
Provide password and multi-factor authentication (MFA) support.

Monitor and assist with problem resolution of networking and connectivity issues.

Enter, update and resolve tickets using service management software within the service level agreement (SLA) timeframes.

Properly escalate identified issues and keep apprised of IT communications.

Support general A/V and instructional technology across campus.

Educate and train the user community on instructional technology features and functionality.

Utilize remote management software to assess, troubleshoot, and resolve equipment problems remotely.

Manage multiple work and project assignments simultaneously. Set priorities based on an assessment of customer need, availability, and urgency along with impact on the business of the University and the resources required.

Write, maintain, and update knowledge base documentation.

Collaborate with designated teams regarding the planning and deployment of new technologies.

Demonstrate knowledge of educational and business software programs and show initiative in self-training on a variety of new software and technologies.



Training and Team Support

Assist with management and mentoring of student employees and help coordinate student employee recruitment, hiring, and performance evaluation.

Maintain and update professional knowledge and skills, relating to applicable technologies in a fast-changing environment.

Identify needs and embark on self-study, online training, research, or group-oriented endeavors.
Share knowledge with others in the group through documentation, formal and informal presentations, and job-sharing.
Identify training and education needs and attend courses, trainings, webinars, seminars, and conferences as assigned or authorized.
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Minimum Qualifications

Bachelor’s degree in information technology, engineering, computer science, or related discipline. Individuals without a related degree may be considered if they demonstrate possession of the same knowledge level found in a degree but have attained advanced knowledge through a combination of work experience and intellectual instruction.

Three years experience in a IT service-oriented role (preferably while working in a IT Service Desk capacity).

Three years experience in a IT service-oriented role (preferably while working in a IT Service Desk capacity).

Analysis, design, judgment, documentation, personal accountability, and problem solving in a complex environment.

An understanding of computer operating systems, programming concepts, data structures, diagnostic techniques, software engineering, networking, and communication methods.

Demonstrate a desire to support a variety of users with technology.

Possess knowledge of a variety of operating systems: Windows, macOS, iOS, ChromeOS, and Android.

Working knowledge of Google Apps, Microsoft Office 365, MS Teams, Zoom, and other standard PC applications.

Familiarity with use and support of web conferencing platforms.

Basic understanding of audiovisual technologies including video conferencing, live lecture capture, control systems with touch panel user interfaces, digital signage, security cameras, and networked A/V.

Possess knowledge of computer hardware, software, and peripherals such as central processing units, servers, monitors, cables, and network systems.

Possess knowledge of procedures for installing, configuring, upgrading, troubleshooting, and repairing hardware and peripherals.

Possess knowledge of networking and data communications fundamentals.

A comprehensive understanding of complex networked environments utilizing centralized storage, physically distributed resources, authorization and authentication mechanisms, group policies, and advanced management.

Demonstrate skill in instructing users on new or upgraded computer applications and hardware.

Excellent customer service skills in customer-facing and VIP environments.

Advanced interpersonal, written, and oral communication skills.

Experience managing shifting priorities, demands, and timelines as well as executing tasks in a high-pressure environment.

PREFERRED QUALIFICATIONS

Higher education experience.
Demonstrated experience providing one-on-one support in a teaching and learning environment.

Proficiency in responding to and managing support requests within a dedicated institutional system.

Familiarity with ITIL (IT Infrastructure Library), the set of guiding principles IT service professionals use to standardize their processes.