Technical Support Specialist (Computer Support Specialist 2)

JOB SUMMARY

The School of Business Information Technology Department is seeking a full-time Technical Support Specialist (Computer Support Specialist 2). The incumbent will report to the Graduate Business Learning Center (GBLC) IT Site Manager and will be responsible for providing onsite technical support at School of Business locations at both Hartford (GBLC) and Storrs, and provide support for School of Business faculty, staff, and students. The position supports a variety of issues including, but not limited to, hardware, software, AV, printers, and networking. This position generates and maintains our internal and external knowledge base as well as works with the Service Desk Administrator to oversee and develop policies and procedures for standardization between Storrs and GBLC helpdesk locations. The position will also manage student support at the GBLC location.

This position will be based at both the GBLC facility in Downtown Hartford and the Storrs campus and will travel to both campuses on a weekly basis. Occasional in-state travel to other UConn campuses and out-of-state travel may also be required. Evening and weekend hours will also be required as needed.

DUTIES AND RESPONSIBILITIES

Include but are not limited to:

• Analyzing, troubleshooting, diagnosing, and repairing computer software, hardware, and network problems for a variety of computer users. Troubleshooting and recommending corrective solutions to be applied to computer and network hardware or software and audio-visual equipment.
• Providing classroom and facilities onsite support for the UConn Graduate Business Learning Center and the School of Business building at the Storrs campus.
• Providing technology assistance, guidance, solutions, and training for faculty to integrate computing and information technology with their research/teaching activities including classroom, online, and distance education.
• Ensuring high levels of service delivery support for all current and new initiatives, including creating service catalog entries, documentation, and communication to ensure delivery of high-quality support by the Service Desk.
• Under the guidance of the GBLC IT Site Manager, maintaining technology infrastructure including design, implementation, support, and continuous improvement of current and evolving classrooms and labs.
• Assisting in developing educational materials, technical documentation, and practical methodologies for academic programs, including project and technology management.
• Supporting and participating in outreach efforts related to academic department programs, which may include designing, teaching, and/or assisting with computer related workshops; integrating computing and information technology with the teaching and learning initiatives as well as the administrative functions of the University; orienting and enabling faculty, staff, and students to the use of computer labs, computing resources, and teaching facilities (i.e., classroom tools and Virtual Classroom).
• Maintaining and administering lab and classroom procedures, computing accounts, supply inventories, handbooks, and policies.
• Maintaining and administering the VOIP phone system.
• Researching technology, equipment, and tools, making recommendations to the GBLC IT Site Manager.
• Leading, training, and managing student IT support staff at both School of Business locations.
• Installing, debugging, testing, tracking, and monitoring a wide range of commercially available software and hardware.
• Imaging and deploying computers with data, software, configuration, and preferences transfers.
• Tracking and documenting work and projects for internal knowledge base, lessons learned, consistency, and excellence of service as well as team-collaboration purposes. 
• Carrying out small- to moderately-sized technical tasks with minimal assistance and writing summaries of technical project work.
• Supporting technical projects, as part of a project team.
• Assisting with the development of plans and processes that ensure the minimum risk to services and systems.
• Supporting the confidentiality, integrity, and availability of University information as part of the overall University Information Security Program.

MINIMUM QUALIFICATIONS

• Associate’s degree and two years of related experience OR Bachelor’s degree OR four years of related experience.
• Demonstrated experience with video conferencing hardware and software such as Teams, WebEx, and Zoom.
• Thorough understanding of standard operating systems, software, networking, peripherals, and maintenance and repair of computer hardware.
• Considerable knowledge of desktop applications including MS Office and Outlook.
• Demonstrated knowledge of personal device configuration.
• Demonstrated experience with printer setup and maintenance.
• Experience maintaining and repairing A/V and/or instructional hardware and software.
• Demonstrated excellent written, verbal, and interpersonal communication skills and the ability to build and maintain collaborative relationships with faculty, staff, students, administrators, external agencies/groups, and the public.
• Demonstrated experience taking initiative, effectively prioritizing, multitasking, working independently and accurately, exercising sound judgment when making decisions, and meeting deadlines tight deadlines within a task-based, project management framework.
• Demonstrated ability to work well as part of a team.
• Proven experience working with diverse student groups, programs, or constituents.
• Dependable transportation and willingness and ability to work evening and weekend hours and travel in-state and out-of-state as needed, including weekly travel to Hartford and Storrs campuses.
• Ability to lift 50 pounds.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in a related field and at least one year of related experience.
• Prior experience in a formal technology support role.
• Knowledge of information technology management and issues in a university setting.
• Prior experience leading a team and/or managing student workers in a technical environment.
• Experience with MDT, SCCM, or Intune/Autopilot.
• Experience writing or adapting scripts or computer code.
• Demonstrated knowledge and use of Active Directory Administration.
• Experience in teaching, training, conducting workshops, and providing presentations to various levels of technical abilities.
• Demonstrated ability to create and/or follow complex plans and strategies.
• Experience generating and scripting reports.

APPOINTMENT TERMS

This is a full-time position that is based at both the GBLC facility in Downtown Hartford and the Storrs campus. The salary range for this position is $58,000 to $68,000, depending on education, qualifications and experience. 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).

TERMS AND CONDITIONS OF EMPLOYMENT

Employment of the successful candidate is contingent upon the successful completion of a pre-employment criminal background check.

TO APPLY

Please apply online at https://hr.uconn.edu/jobs , Staff Positions, Search #498186 to upload a resume, cover letter, and contact information for three (3) professional references.

This job posting is scheduled to be removed at 11:55 p.m. Eastern time on February 15, 2024. 

All employees are subject to adherence to the State Code of Ethics which may be found at http://www.ct.gov/ethics/site/default.asp .

All members of the University of Connecticut are expected to exhibit appreciation of, and contribute to, an inclusive, respectful, and diverse environment for the University community.

The University of Connecticut aspires to create a community built on collaboration and belonging and has actively sought to create an inclusive culture within the workforce. The success of the University is dependent on the willingness of our diverse employee and student populations to share their rich perspectives and backgrounds in a respectful manner. This makes it essential for each member of our community to feel secure and welcomed and to thoroughly understand and believe that their ideas are respected by all. We strongly respect each individual employee’s unique experiences and perspectives and encourage all members of the community to do the same.  All 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.

The University of Connecticut is an AA/EEO Employer.