Pay Grade: 29S

Context of the Job:

Under the general direction of the Director, College Computer Operations, the Computing Support Specialist-II (CSS-II) provides tier two technical support for the computing and networking operations of the College of Engineering. The operation encompasses equipment distributed across various buildings and geographic locations, providing a broad spectrum of essential and ancillary services, supporting a $150 million research enterprise composed of a diverse client community of over 3500 faculty, staff and students.  The operation is critical to the success of all college missions, including research, academic, and administrative.

Major Responsibilities:

• Manages College of Engineering college and departmental computer labs. Work involves:
  • Updating, maintaining, and deploying the OS images each semester.
  • Reporting hardware issues to our Service Desk team for remediation.
  • Ensuring all necessary software is available to faculty and students for classes and self-study.
  • Providing off-hours support when necessary to instructors and TA’s using computer labs.
• Supports AppsAnywhere application streaming platform; support includes application integration, platform configuration and administration.
• Assists users with hardware and software applications and computer operations.
• Installs, maintains and repairs computer hardware and related equipment. Troubleshoots and repairs computer hardware and software issues. Mitigates and remediates security vulnerabilities. Evaluates system performance and recommend changes or upgrades.
• Supports and utilizes software tools to rapidly deploy pre-configured operating systems and software packages.
• Provides high level technical support to customers in troubleshooting complex problems. Interacts with an exceptionally diverse community of clients. Assures all issues are resolved in a timely fashion to the client’s satisfaction.
• Consults with faculty, researchers, and graduate students in support of research activities. Responsibilities include:
  • • Assisting faculty with consultation, procurement, setup, and ongoing support of computers (connected to lab instruments running specialized software) in the College labs. Acts as a liaison with vendors in support of these systems.
• • • Partnering with each research group to ensure all computer systems are on a UD/College backup platform. Acting as liaison with NSS for network configurations to support backup for older systems that need network isolation for security compliance.
• Supports the research activities in ISE Lab for the core facilities and research institutes.
• Provides technical support and informal point-of-use training to personnel.
• Develops and maintains relevant documentation. Assists in the maintenance of documentation and departmental records.
• Develops an increasing familiarity with the many business systems of the institution and associated technologies.
• Establishes and maintains appropriate working relationships with colleagues and clients and follows University and college policies and procedures governing IT efforts. Works within the college’s overall strategic plan following project priorities and scope. Meets deadlines and achieves goals.
• Performs miscellaneous job-related duties as assigned.

Qualifications:

• Bachelor’s degree and three years of experience, or equivalent combination of education and experience.
• Experience supporting multi-user Windows environment (Active Directory).
• Knowledge of Windows operating systems required.
• Experience working with application packaging and deployment technologies a plus.
• AppsAnywhere, Parallels, VDI experience a plus.
• Computer management platforms such as KACE or JAMF experience a plus.
• Programming experience a plus.
• Macintosh and/or Linux experience a plus.
• Proficiency with MS Office applications.
• Strong troubleshooting/problem solving skills.
• Ability to ask appropriate questions to aid in diagnosis.
• Effective customer service skills.
• Effective oral and written communication skills.
• Ability to work independently and as a part of a team.
• Ability to prioritize, plan and organize work.
• Must be able to multi-task and respond to changing priorities comfortably.
• Ability to communicate effectively with people having various levels of technical expertise and interact well with people of all ages and diverse backgrounds.

Special Requirements:

• Occasionally required to use personal protective equipment to prevent exposure to hazardous materials when entering laboratory spaces. 
• Ability to lift and move, with or without assistance, computer equipment and supplies weighing up to 50 pounds, dexterity to set up, operate and troubleshoot computers and associated peripherals.
• Must be able to traverse campus with computers and related equipment.