Research Technology Support Specialist

Position Overview

The Computer Services Consultant II provides technical support, assistance, and consultation in the use of computer hardware, software, networks, classroom and conferencing technologies, printers, peripherals, and related services to faculty, students, staff, researchers, and administrative users.

Position Summary

The position plans, configures, installs, maintains, and troubleshoots networked and stand-alone computing systems and provides responsive onsite, remote, and telephone support. Responsibilities may include workstation and endpoint deployment, classroom or conference-room technology support, account and access administration, technology asset management, documentation, training, backup and restoration activities, and coordination with network, systems, audiovisual, instructional technology, research technology, security, and vendor partners. The specific assignment and reporting relationship may vary based on organizational needs.

Technical

Support and Consultation

Provide technical support, assistance, and consultation to faculty, students, staff, researchers, administrative users, and lower-level consultants in assigned areas. Respond to support requests onsite, remotely, or by telephone; diagnose problems and resolve, elevate, or refer technical issues as appropriate. Support computers, workstations, operating systems, software applications, printers, peripherals, network connectivity, wireless services, security software, and related technologies. Provide customer-focused communications, explain technical solutions in understandable terms, and keep users informed of status and next steps.

Participate in incident response, service restoration, scheduled coverage, maintenance, and operational readiness activities.

System Planning, Installation, and Lifecycle Support

Perform analytical, technical, and administrative work to plan, design, configure, and install networked and stand-alone computer systems for classrooms, instructional spaces, computer user rooms, offices, conference rooms, research spaces, and other supported environments. Install, configure, upgrade, maintain, and troubleshoot hardware and software and perform backup and system‑restore procedures as assigned. Analyze user and operational needs, evaluate products, and recommend hardware, software, replacement, or configuration options.

Provide replacement recommendations and budget estimates as requested and assist with technology lifecycle planning. Assist with technology asset management, inventory, deployment, reassignment, surplus, and related recordkeeping.

Flexible Assignment Support

Support DEN instructional operations as assigned, including classroom computers, instructional technology, conferencing systems, printers, peripherals, and related end‑user services. Support infrastructure and enterprise systems services assignments as needed, including endpoints, conference rooms, business computing, print services, network connectivity, account access, and general technology services. Provide technology support in administrative, academic, instructional, and research environments based on the needs of the assigned service area.

Shift priorities, location, schedule, or functional emphasis as needed to address service demand, projects, incidents, staffing coverage, and organizational priorities. Collaborate across functional teams to coordinate changes, resolve dependencies, and maximize effective use of shared computing resources.

Accounts, Access, Security, and Data Protection

Manage or support user accounts, permissions, email account sharing, and shared‑server folders within assigned authority and procedures. Apply established security requirements and procedures when configuring, supporting,…