IT Pro 1-User Support

Position Overview

This position is in the Academic and Information Technology (AIT) unit of the College of Education and Human Development (CEHD). This position is responsible for coordinating the technology support efforts for one or more CEHD units, and for serving as a member of a team that provides technology support throughout the college.

The University of Minnesota encourages a healthy work life balance for employees. CEHD is committed to an excellent employee experience, offering a flexible work environment that meets the needs of students, staff, faculty, and the communities we serve. Flexible work arrangements may include flexibility in schedule and/or work location. Please note that 100% remote work requires approval prior to offer.

Job Responsibilities

Contribute as a member of a technical support team - 30%

• Collaborate with desktop support team and college IT leadership to plan methods and systems of support
  • Coordinate service efforts with tech coordinator team
  • Coordinate with tech coordinator team to provide backup coverage for absences and vacations
  • Collaborate with local unit administrators and users to understand local support requirements
  • Communicate with college IT leadership
    • Provide feedback about local issues and events
    • Provide feedback about how well systems and services are meeting local needs; contribute recommendations about how things could be improved
  • Communicate with users and departmental administrators
    
    • Inform users of technology problems, issues, and concerns
    • Inform users of changes to university and college systems
    • Provide leadership to users in adopting and adapting technology
  • Understand, promote, and implement college standards for hardware and software.

Perform end-user support - 60%

• Perform end-user computer support
  • Take ownership of technical support services for local unit; follow up and communicate about in-process support issues
  • Answer questions about hardware and software questions using online web help system
  • Propose solutions to questions/problems; take ownership of requests and contact appropriate service personnel to address issues; response to problems should be prompt and thorough. Users should be alerted and kept informed about the status of their requests
  • Install and configure computer hardware and software
• Oversee setup and maintenance of computer equipment
  • Configure workstations and peripherals for use on the college network in collaboration with other team members and members of college IT support teams
  • Install and configure hardware and software specific to local units and/or specific users
  • Ensure inventories of technology resources are maintained using online inventory system
• Follow and implement college and university technology standards
• Follow and use the same software and hardware solutions implemented for users
• Participate in research and implementation of new technology solutions
• Provide informal training to computer users
  • Provide one-on-one training to users when troubleshooting problems
  • Develop "how-to" worksheets for common service problems
  • Develop and deliver training in informal settings such as user group meetings

Administrative - 10%

• Undertake professional development activities to maintain a high level of expertise in emerging technologies.
  • Maintain ongoing contact with other units within the college and University to keep abreast of new developments in the areas of user services and desktop support
  • Research and keep current with new hardware and software tools and methods
  • Independently learn features of new software and systems to better support and train college users.
  • Attend meetings with users, colleagues, and IT leadership
• Represent the college by participating in communities of practice and Google groups
• Keep current with college and University of Minnesota policies and guidelines

Required Qualifications

• BA/BS degree in a field related to the position; or a combination of related education and work experience in system support and problem resolution to equal four years.
• Work experience providing desktop support including installing and using Microsoft Windows, MacOS, mobile devices, and software (Microsoft Office, Google Suite).
• Experience using Active Directory and configuring Active Directory resources.
• Working knowledge of desktop computer hardware and peripherals, mobile devices, printers, scanners
• Able to provide or arrange for transportation between on-campus and off-campus locations.
• Ability to collaborate effectively with people from a variety of communities, backgrounds, and identities.

Preferred Qualifications

• Excellent customer service skills
• Strong communications skills
• Detail-oriented and willing to learn new tasks.
• Enthusiasm for new software and hardware solutions
• Experience creating automated software installations
• Experience with JAMF and SCCM.
• Excellent problem-solving, organizational, and interpersonal communication skills.
• Ability to perform multiple tasks simultaneously and achieve established deadlines.
• Ability to work well independently as well as with a team

Department Overview

Academic and Information Technology is dedicated to providing leadership for the college's information technology infrastructure and delivering proactive, reliable, highly responsive, user-centered support services that align with and support the teaching/learning, research/discovery and outreach/service activities of the college.

College Overview

The College of Education and Human Development (CEHD), the University's third largest college, contributes to a just and sustainable future through engagement with the local and global communities to enhance human learning and development at all stages of life. We know diversity is necessary to do our best work and foster our humanity. That's why the CEHD community is collectively dedicated to cultivating an inclusive and equitable environment, embracing and celebrating all identities of our students, staff, and faculty. These values are also a moral imperative requiring continuous proactive measures and a firm stance against prejudice, discrimination, and systemic injustice.

Pay Range: The salary range for this position is $51,000 - $54,000. Final salary offers are dependent on the candidate's experience, skills, and internal equity within the department.

Time Appointment:100% Appointment

Position Type: Civil-Service Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).