Information Technology Support Consultant II

Job no: 503938
College / VP Area: Vice President for IT
Work type: Staff
Location: Newark, DE
Categories: Information Technology, Full Time

IT Client Success is often the first point of contact for students, faculty members, and staff members seeking help with technology. IT-CS focuses on helping the UD community use technology effectively and efficiently. IT-CS staff members also take the lead supporting productivity, computing applications and tools, and assist with hardware and software issues. The unit is composed of the following groups:
Client Support, Ask IT Support Center, Embedded IT Support and the  Office.
The IT Support Consultant II in the STAR/South Campus IT Team within IT CS provides general technical support and additional support in specific areas of technical expertise, primarily to the College of Health Sciences but also to the other SCIT supported units. IT support encompasses consulting, analyzing, training, writing documentation, resolving problems with software and hardware and installing/configuring new systems and devices.

The group provides various on-premises and in-cloud IT services including servers and storage, server and desktop support, mobile device management & support, print management, client systems management, and other miscellaneous computing-related services to SCIT’s units served.

• Consults with faculty and staff and provides desktop support for Windows and Macintosh systems by diagnosing, troubleshooting, and resolving problems with personal computer hardware, operating systems, application software, software utilities, data communications/connectivity devices, handheld devices, and other related peripherals. Answers client questions related to the integration or use of IT devices, interfaces, and processes. Promotes client self-sufficiency by recommending IT training and other self-help solutions.
  
  Serves as technical liaison between client and IT staff when needed.
• Consults with faculty, staff, and/or students in specific area(s) of technical expertise. Develops and delivers client education and training in area(s) of technical expertise. Creates and reviews documentation in area(s) of technical expertise. Collaborates with IT colleagues regarding technical issues revolving around area(s) of technical expertise. Participates in projects or acts as key team member involving areas of technical expertise. Serves as technical liaison between client and IT staff when needed.
• Develops a working understanding of the business processes, teaching, research, and administrative activities of the supported units in order to provide effective and responsive technical support. Participates in the implementation of new technologies.
• Resolves more complex problems by investigating multiple resources (e.g., vendor technical support, listservs, Web) and collaborating with colleagues.
• Conducts technical needs assessment for supported departments and evaluates technology needs of departmental staff. Researches and evaluates new technologies. Helps develop effective technology solutions that support academic and administrative activities and comply with University standards.
• Provides second tier support for the IT Support Center. Handles escalated trouble tickets. Mentors student workers and more junior IT Support Consultants.
• Develops, installs, and configures supported software applications, computer hardware, mobile devices and other related peripherals in conformance with University standards. Transfers data files to new devices. Ensures print and file sharing services are delivered according to University standards. Educates users on virus protection, backup procedures, responsible computing, and information security. Removes spyware/viruses as needed.
• Participates in departmental device deployment and replacement projects, including scheduling, inventory verification, installation, data migration, client communication, documentation, and post-deployment support. Uses University endpoint-management tools to deploy approved software, apply standard configurations, collect device information, and assist with troubleshooting and compliance activities.
• Tests software applications, computer hardware and other related peripherals as needed. Participates actively on special technology related projects or initiatives.
• Maintains technical knowledge and keeps abreast of technical developments in area of expertise.…