DOSS Technical Support Engineer

University of St Thomas•Saint Paul, MN

7d•$60,000 - $75,000•Onsite

About The Position

The Technical Support Partner (Departmental Owned Systems Support or “DOSS”) position serves as the critical liaison between Information Technology Services (ITS) and university departments to ensure proper governance, documentation, and support of all non-enterprise and departmental-owned systems. This role is responsible for developing and maintaining formal support frameworks that define responsibilities, escalation paths, vendor coordination, and lifecycle management plans. Working closely with departmental stakeholders, this role documents system purpose, usage, and ownership, producing clear knowledge base articles and maintaining accurate inventory records within the ITS database. The position plays a key role in the Technology Intake Process (TIP), evaluating new technology requests to identify ownership boundaries, support requirements, and risk considerations before procurement or implementation. The incumbent also participates as an ITS representative on implementation projects, ensuring that support agreements, lifecycle documentation, and knowledge resources are finalized prior to go-live. Additionally, this role provides on-site technical support and vendor coordination, verifying that departmental systems are properly installed, integrated, and supported within the campus environment. By establishing consistent governance practices, maintaining transparent documentation, and aligning departmental systems with ITS standards, the DOSS role strengthens institutional accountability, reduces unmanaged technology risk, and enhances service reliability across all university business units.

Requirements

Bachelor’s degree
Five years of experience working in technology support

Responsibilities

Create and sustain formal agreements between ITS and departments defining support roles, escalation paths, vendor expectations, and lifecycle management procedures.
Meet with department stakeholders annually to review and update agreements to ensure continued alignment with ITS support processes.
Collaborate with departments to identify and document all non-enterprise and departmental-owned systems.
Record system purpose, scope, and business function.
Develop and publish knowledge base articles describing system functionality and support channels.
Collect and validate technical and operational metadata for all departmental systems.
Enter and maintain data within the ITS system inventory database.
Perform regular audits to ensure accuracy and completeness.
Evaluate new technology requests to determine system ownership, support requirements, and ITS impacts.
Draft preliminary support agreements prior to procurement.
Advise departments on supportability and integration with the ITS environment.
Participate as a stakeholder representing ITS in project planning and implementation.
Document support agreements, lifecycle plans, and knowledge resources before systems go live. Ensure that vendor agreements, escalation plans, and support responsibilities are understood by the department.
Ensure all information is entered into the knowledge base and inventory prior to deployment.
Act as the on-site ITS contact for departmental systems.
Coordinate and assist with vendor installation, maintenance, and troubleshooting activities.
Verify system integration and performance within the campus environment.
Identify and bring unmanaged or unsupported technologies under documented governance.
Promote transparency between ITS and departments regarding system responsibilities.
Reduce operational risk through proactive documentation and consistent support alignment.