Systems Support Consultant III, IT Governance & Client Success

University of Delaware

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The University of Delaware is an Equal Opportunity Employer which encourages applications from Minority Group Members, Women, Individuals with Disabilities and Veterans. The University’s Notice of Non-Discrimination can be found at (http://(Use the "Apply for this Job" box below).).

Job No: 503318

Work Type: Staff

Location: Newark, DE/Hybrid

Categories: Information Technology, Full Time

Pay Grade: 29S

Context of Job: IT Governance & Client Success is often the first point of contact for students, faculty members, and staff members seeking help with technology. IT‑GCS focuses on helping the UD community use technology effectively and efficiently. IT‑GCS staff members also take the lead supporting productivity, computing applications and tools, student computing, and assist with hardware and software issues. The Systems Support Consultant III in the STAR/South Campus IT group within IT‑GCS is part of the team providing systems administration for specialized computing solutions, AD management, oversight and management of endpoint management tools, and security services to the covered units.

The incumbent provides technical expertise in one or more areas of IT support and performs advanced troubleshooting as needed. The Systems Support Consultant III reports to the Director, STAR/South Campus IT in IT‑GCS.

• Installs and manages server(s), always ensuring security. Performs system maintenance, configures equipment, installs software and upgrades, and installs patches. Monitors system status.
• Tests and debugs systems and software.
• Writes documentation and procedures.
• Investigates site licensing options and ensures compliance with all site licenses.
• Provides on‑call support for critical systems.
• Manages endpoint management tools for STAR/South Campus IT environment.
• Creates installation packages for university‑supported software solutions.
• Evaluates and recommends endpoint best practices to increase team efficiencies.
• Ensures the security and integrity of the system(s) and the data.
• Initiates and leads feasibility studies related to client/server, network, software, and policies.
• Performs trending analysis to predict future problems.
• Participates in and may lead disaster recovery planning and recovery operations when needed.
• Acts as backup for other IT Support Consultants regarding the systems and services they primarily support.
• Advises campus clientele regarding departmental systems administration, hardware, planning and installation, software installation and configuration, and application of UD standards of good practices.
• Provides high‑level technical support for troubleshooting technology problems.
• Consults with faculty, staff, and/or students in specific areas of technical expertise. Monitors trouble tickets and resolves problems.
• Performs advanced troubleshooting.
• Analyzes the nature, scope, and complexity of client problems arising in the area of expertise. Responds to escalated technical problems.
• Uses forensic analysis to resolve issues with compromised staff and student systems.
• Works with IT‑Security regarding IT protection of high‑value and high‑risk systems.
• Investigates multiple resources (e.g., vendor technical support, listservs, Web) and collaborates with colleagues to resolve more complex problems.
• Responsible for major aspects/components of projects. Leads smaller projects.
• Collaborates with other units to improve access to and maximize use of computing resources. Participates in planning efforts regarding campus technical initiatives and innovative solutions.
• Develops and updates documentation as needed in the area of expertise. Evaluates training materials in the area of expertise and makes recommendations for improvements to future users and documentation.
• Researches, evaluates, recommends, integrates, and implements new technologies, software, and hardware.
• Thoroughly tests application software in areas of responsibility.
• Communicates problems to vendors and colleagues to resolve problems.
• Consultation work in this area may involve giving presentations to select campus groups in addition to participation in education classes…