Desktop Support Technician - School of Fine Arts

UConn Careers•Storrs, CT

16d•Onsite

About The Position

The University of Connecticut, Information Technology Services (ITS), is seeking a self-motivated Desktop Support Technician (Computer Support Technician 1). The successful candidate is an energetic IT professional who is excited by delivering “best in class” services. Under the direction of the Manager of Device Support, this position is responsible for the day-to-day operational support for the School of Fine Arts (SFA). This service-oriented position is based at the Storrs campus and supports the faculty, staff, and students within SFA. 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.

Requirements

Computer Support Tech 1 (inclusive of the Computer Support Specialist 2): Associate's degree and four years of experience; OR Bachelor’s degree and two years of experience; OR six years of related experience.
Demonstrated knowledge of multiple technologies used to support computing at a higher education institution.
Demonstrated understanding of the procedures and strategies used in academic support technology focus areas (e.g., faculty support, help desk, computer labs, networking, PC labs, research support and programming, training and development).
Experience providing technical support in classroom, music, theater, or performance production environments, including familiarity with specialized AV systems, control systems, digital audio workstations, lighting consoles, and networked audio/video equipment commonly used in performance and rehearsal venues.
Experience using, supporting, and managing Microsoft Windows, MacOS and iOS.
Demonstrated ability to interpret end-user needs and act on them quickly.
Demonstrated ability to work well with people, and work collaboratively with individuals of diverse cultural, social, and educational backgrounds.
Computer Specialist 2: Associate’s degree and two years of related experience; OR a bachelor’s degree; OR four years of related experience.
Demonstrated ability to effectively and clearly communicate technical computing related issues, training, and guidance to a non-technical audience.
Experience in complex networked environments, including cloud services, file sharing, email setup, wireless connectivity, and client-side IP configuration.
Experience working with Intune and JAMF to manage Windows and Apple devices.
Experience using Microsoft 365 and related software applications.
Experience using and supporting Microsoft Windows, MacOS, and iOS.
Demonstrated knowledge of university and personal device configurations, including mobile devices.
Demonstrated knowledge of printer setup and configuration.
Experience in a higher education environment.
Demonstrated ability to work both independently and collaboratively.

Nice To Haves

Experience with computer hardware repair.
Experience managing a budget for IT lifecycle.

Responsibilities

Responsible for daily operations of information technology services for the School of Fine Arts.
Ensure instructional technologies in School classrooms are available by addressing issues, recommending upgrades, coordinating services, and communicating outages and alternatives.
Serve as a liaison for IT services between department faculty, staff, and students across the school and other teams within University Information Technology Services (ITS); collaborate and escalate issues within ITS to resolve issues related to server, network, classroom AV, and account support.
Maintain a customer-friendly atmosphere and work proactively to provide customers with an optimal IT experience.
Respond to inquiries from faculty, staff and students, and assist them in the installation, upgrade, troubleshooting and maintenance of computing devices.
Resolve software and hardware problems, and work with users to troubleshoot and implement solutions.
Analyze, record, and track software and hardware issues using the central ticketing system, Jira Service Desk.
Configure and deploy computers using JAMF/Intune and necessary peripheral devices.
Perform regular upgrades to ensure systems remain updated and secure.
Work with SFA departments to facilitate central support for specialty technology systems needed for teaching and research.
Assist in managing the technology lifecycle, including helping to develop the technology budget, supporting the roll-out of new hardware, software, and applications, maintaining current inventory, and deaccessioning end-of-life equipment
Help develop procedures, techniques, or programs to improve the performance and efficiency of software and hardware systems
Work with vendors and leadership to develop or enhance new systems.
Contribute to technical projects pertaining to information technology services.
Maintain confidentiality and integrity of information in compliance with University Information Security Policies.
Perform related duties as required.

Benefits

The University offers a competitive salary, and outstanding benefits, including employee and dependent tuition waivers at UConn, and a highly desirable work environment.
For additional information regarding benefits visit: https://hr.uconn.edu/health-benefits/ .
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).

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