Computer Support Technician 2

UConn Careers • Storrs, CT

1d

About The Position

The University of Connecticut, Information Technology Services (ITS), is seeking a highly technical and self-motivated Desktop Support Technician (Computer Support Technician 2). The successful candidate is an energetic IT professional who is excited by delivering “best in class” services. Under the direction of the IT Manager for Device Support, this position is responsible for the day-to-day operational support for the Division of University Safety. This service-oriented position supports University Safety locations across the state. 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. The ideal candidate will have the ability to work well with people and work collaboratively with individuals of diverse cultural, social, and educational backgrounds.

Requirements

• Associate's degree in Computer Science/related field with six years of related experience; OR Bachelor’s degree in Computer Science/related field with four years of related experience; OR eight years of related experience.
• Demonstrated comprehensive knowledge of multiple technologies used to support computing at a higher education institution.
• Detailed understanding of the procedures and strategies used in academic support technology focus areas (e.g., faculty support, help desk, computer labs, MVS/VM products, networking, PC labs, regional campus support, research support and programming, training and development).
• Demonstrated knowledge of Windows, Mac OS and iOS; Microsoft Office and related software applications; personal device configuration; personal device management; printer setup and maintenance; file services and system administration concepts.
• Demonstrated thorough knowledge of internet security and data privacy.
• Demonstrated written and verbal communication and interpersonal skills.
• Proven ability to work independently.
• Demonstrated troubleshooting skills.
• Demonstrated ability to interpret end-user needs and act on them quickly.

Nice To Haves

• At least one year of experience in IT project management.
• Experience with computer hardware repair.
• Experience with network support (Switches, IP configurations, etc.).
• Experience with firewall support (Port traffic, rules for inbound/outbound traffic, etc.).
• Experience with Body Worn Cameras and In-Car camera systems.
• Experience with Mobile Data Terminals, in-car modems and VPN tunnels.
• Demonstrated ability to write basic scripts.
• Experience using Microsoft Intune / Autopilot.
• Experience administering, securing, and upgrading Windows workstations.

Responsibilities

• Responsible for operations, daily management, and planning of information technology services for the division.
• Serve as a liaison for IT services between department staff across the division and other teams within University Information Technology Services (ITS).
• Analyze, record, and track software and hardware issues using the central ticketing system, Jira Service Desk.
• Resolve complex software and hardware problems, and work with users to troubleshoot and implement solutions.
• Collaborate and Escalate issues within ITS to resolve issues related to server, network, AV, and account support.
• Develop procedures, techniques, or programs to improve the performance and efficiency of software and hardware systems.
• Use various software and hardware tools, install software and/or hardware, and write/share documentation for hardware, software and tools.
• Configure and deploy computers and necessary peripheral devices.
• Install and configure appropriate software and functions according to university and manufacturer specifications.
• Ensure security and privacy of university computer systems.
• Perform regular upgrades to ensure systems remain updated and secure.
• Maintain records/logs of repairs and fixes and maintenance schedule for all computers using the central ticketing system.
• Identify computer needs of staff and place orders to meet those needs.
• Work with vendors and division leadership to develop or enhance new systems.
• Respond to inquiries from staff and assist them in the installation, upgrade, troubleshooting and maintenance of computing devices.
• Develop plans and processes to ensure the availability of IT services or systems in the division.
• Contribute to technical projects pertaining to information technology services.
• Maintain confidentiality and integrity of information in compliance with University Information Security Policies.
• Provide support coverage during non-business hours if necessary and provide support on EOC activations for which IT is requested as response/standby.
• Establish and maintain relationships with University Safety vendors to assist with troubleshooting of technical issues software, hardware, or systems.
• Work with vendors to aid in the selection of new software and technology for the division.
• May participate in, and provide information for, University Safety strategic planning processes.
• Resolve complex system integration of multiple applications internally (ie. workstations and servers) and externally, such as in cruisers, apparatus, or regional/off-site facilities.
• Ensure compliance with University IT policies and security.
• Ensure compliance with law enforcement CALEA guidelines for IT to maintain departments accreditation.
• Maintain, foster, and aid in establishing CT/CJIS/FBI Data Security and Networking compliance as it relates to laws, regulations and protocols, to include COLLECT, CJIS, and Federal Statutes.
• Aid and maintain user access to University Safety doors through building access management software.
• 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).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree