Jobs for People with MS: National MS Society

Posting Detail Information

Working TitleIT Support Specialist

Position LocationFort Collins, CO

Work LocationPosition qualifies for hybrid/in-office work

Research Professional PositionNo

Posting Number202400949AP

Position TypeAdmin Professional/ Research Professional

Classification TitleTechnical/Support II

Number of Vacancies

Work Hours/Week40

Proposed Annual Salary Range$50,000-$54,000

Employee Benefits

Colorado State University is not just a workplace; it’s a thriving community that’s transforming lives and improving the human condition through world-class teaching, research, and service. With a robust benefits package, collaborative atmosphere, commitment todiversity, equity and inclusion (https://inclusiveexcellence.colostate.edu/about/) , and focus on work-life balance, CSU is where you can thrive, grow, and make a lasting impact.

• Review our detailed benefits information here. (https://hr.colostate.edu/wp-content/uploads/sites/25/2021/01/benefits-summary-afap.pdf)

• Explore the additional perks of working at CSU here.

• For the total value of CSU benefits in addition to wages, use our compensation calculator (https://hr.colostate.edu/total-compensation-calculator/) .

• Lastly, click here for more information about why Fort Collins is consistently ranked in the top cities to live in (https://hr.colostate.edu/prospective-employees/our-community/) !

Desired Start Date08/01/2024

Position End Date (if temporary)

To ensure full consideration, applications must be received by 11:59pm (MT) on06/23/2024

Description of Work Unit

The unit of Innovation Technology, Education and Analytics within University Advancement at Colorado State University is seeking an IT Support Specialist.

Who We Are

Located in the beautiful town of Fort Collins, Colorado, CSU is a premier land-grant university with world-class programs in education, outreach, and research. CSU has a student body of over 34,000 students, 7,400 employees, 258,000 living alumni, and annual research expenditures exceeding $498 million. Guided by the five supporting Principles of Community: Inclusion, Integrity, Respect, Service, and Social Justice, the University constantly pursues its mission and vision of access, research, teaching, service, and engagement.

Within CSU , the Division of University Advancement is integral to achieving and sustaining the University’s institutional excellence through fundraising and engagement efforts. Our purpose is to connect our alumni, friends, corporations, and foundations to raise the financial support necessary to advance the University’s mission and vision. With one of the leading development teams in the country, the Division most recently reached its $1 billion fundraising campaign goal 19 months ahead of schedule.

The department of Innovation Technology, Education and Analytics ( ITEA ) is comprised of four distinct work groups: Infrastructure Technology (IT), Business Solutions, Instructional Design, and Analytics. High-level services provided by ITEA include network administration, programming, application development, system research and development, reporting, visualization, system training and client customer support.

ITEA mission statement:

To practice professional application of technology, data and process in order to educate and empower colleagues to safely pursue, confidently perceive and boldly actualize the insights necessary to advance the University.

Innovation Technology, Education and Analytics supports the technical, educational, and analytical framework that surrounds University Advancement’s core systems and processes. This team is responsible for the reporting, application, development, training, data analysis, system integration and end-user support related to the university’s enterprise-level Constituent Relationship Management ( CRM ) system (e.g., alumni, donors, friends, companies, etc.

Position Summary

The IT Support Specialist is responsible for the day-to-day support of computing resources and systems and for providing exceptional customer service, providing incident and service requests response with a mix of novel, complex, and routine issues. This position leads and supports projects from device replacement, new hire deployments, asset management, maintenance projects, and knowledge base management. This position will be creating, maintaining, and testing end-point department value chains, training materials, and sharing knowledge for approximately 150 users across multiple distributed locations. Accountable to PSFs and KPIs.

This position will also contribute to University Advancement’s commitment to diversity, equity, and inclusion by providing an excellent and equitable experience for all employees, regardless of their background, position, or prior technological experience.

This is a 12-month full-time appointment and reports to the Network Administration Manager.

Required Job Qualifications

• Bachelor’s degree from an accredited university in the field of Computer Information Systems or in a field of study related to work assignments.

• Demonstrate clear and effective written and verbal communication skills.

• Must have a valid driver’s license, the ability to obtain a driver’s license, or access to a licensed driver by the employment start date for travel to remote computer sites when necessary.

• Experience providing IT & Service Management support through multiple modalities (e.g., in-person, ticketing system, remote support, email)

• Hardware support (e.g., troubleshooting & repair, deployment, provisioning)

• Software support (e.g., Windows, installation, troubleshooting)

• The ability to lift 50lbs with or without assistance of equipment (i.e. cart)

Preferred Job Qualifications

• Technical certifications related to desktop support, such as CompTIA A+, SDI , or similar industry-standard certifications.

• The equivalent of 2 years experience as a computer technician, supporting Windows, Mac, Android, and iOS operating systems, peripheral hardware, IoTs, software in a networked Windows domain environment, and end-user devices such as tablets and smartphones.

• Experience providing fast-paced technical and high-quality customer support.

• Experience in asset, service desk, and knowledge management.

• Experience using an ITSM ticketing system service and framework i.e. ITILv4, preferably FreshService.

• Demonstrate the ability to maintain confidentiality and discretion when supporting sensitive networks and systems.

• Demonstrate meeting or exceeding industry standard PSFs and KPIs, growing the service maturity.

• Demonstrate the ability to stay current with technology to document and disseminate new features, changes, and outages.

• Experience managing and mentoring part-time students.

• Experience with Microsoft Endpoint Config Manager, Intune, and/or Apple School Room Manager.

• Demonstrate and reflect the departments and institutional values, knowledge of, and relevant ability with, culturally diverse communities among potential target and constituent population.

Diversity Statement

Reflecting departmental and institutional values, candidates are expected to have the ability to advance the Department’s commitment to diversity and inclusion.

Essential Duties

Job Duty CategoryService Desk Requests

Duty/Responsibility

• Provide service for IT incident and service requests fulfillment that will be a mix of novel complex issues and routine issues.

• Independently manage your work queue, analyze the problem, and determine an appropriate course of action or escalation path.

• Support requests will also include special duty assignments for non-routine special support requests, consulting with the end user or department to develop a novel solution to their request or special project.

• Maintaining and exceeding PSFs and KPIs each year.

• Demonstrate commitment to diversity, equity, and inclusion by applying cultural competency and inclusive excellence to develop and execute successful equitable experiences with employees of all backgrounds, technological knowledge, and experiences.

Percentage Of Time60

Job Duty CategoryProject Lead, Maintenance and Support

Duty/Responsibility

• Manage annual departmental asset management lifecycles, new hire deployments, IoT maintenance, and knowledge management.

• Duties include planning the needs of the projects, determining what technology will support the outcome of the project, consulting with the department or end-user about specific needs, & developing/executing a deployment plan to complete a project within its operational window efficiently. This also includes supporting additional projects as needed by the department or unique events/projects.

• Consider usability and access when researching and testing emerging technologies, such as strengths and barriers certain systems may have in providing a quality and equally accessible experience to employees with different needs and what support employees may need in order to utilize a new technology.

Percentage Of Time20

Job Duty CategoryDocumentation

Duty/Responsibility

• Document existing/emerging processes, procedures, and operations associated with job-specified client and asset management.

• Document training materials, sharing knowledge from one’s own professional development, and analyzing the needs for new changes to processes, systems, or working environment in documentation to better facilitate our mission and execution of continuous improvement practice.

Percentage Of Time15

Job Duty CategoryStudent Supervision and Mentoring

Duty/Responsibility

• Provide hiring, training, feedback, and project management on student work.

• Supervise assigned students and monitor work quality and corrections.

• Provide mentoring, career development, and encouragement.

• Ensures an inclusive team environment where all student employees feel valued, their ideas welcomed, and their contributions affirmed; contributes to the overall UA division culture and goals of inclusivity through supervision. Consistently works toward elevated cultural competency and inclusive leadership/supervisory tactics.

Percentage Of Time5

Application Details

Special Instructions to Applicants

Interested applicants must submit a cover letter which addresses how professional experiences align with identified required and preferred qualifications of the position, a current resume, and the names, e-mail addresses, and telephone numbers of three (3) professional references. References will not be contacted without prior notification of candidates.

CSU is committed to full inclusion of qualified individuals. If you are needing assistance or accommodations with the search process, feel free to contact Kaitlyn Howell, Kaitlyn.Howell@colostate.edu, with any questions.

Conditions of EmploymentPre-employment Criminal Background Check (required for new hires), Valid Driver’s License

Search ContactKaitlyn Howell, kaitlyn.howell@colostate.edu

EEO Statement

Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity/expression, or pregnancy in its employment, programs, services and activities, and admissions, and, in certain circumstances, marriage to a co-worker. The University will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity and equal access institution and affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. TheOffice of Equal Opportunity (https://oeo.colostate.edu/) is located in 101 Student Services.

The Title IX Coordinator is the Director of the Office of Title IX Programs and Gender Equity, 123 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-1715,titleix@colostate.edu.

The Section 504 and ADA Coordinator is the Director of the Office of Equal Opportunity, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836,oeo@colostate.edu.

The Coordinator for any other forms of misconduct prohibited by the University’s Policy on Discrimination and Harassment is the Vice President for Equity, Equal Opportunity and Title IX, 101 Student Services Building, Fort Collins, Co. 80523-0160, (970) 491-5836,oeo@colostate.edu.

Any person may report sex discrimination under Title IX to theOffice of Civil Rights, Department of Education (https://www2.ed.gov/about/offices/list/ocr/docs/howto.html) .

Background Check Policy Statement

Colorado State University strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks for the finalist before a final offer. The type of background check conducted varies by position and can include, but is not limited to, criminal history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will also be conducted when required by law or contract and when, in the discretion of the University, it is reasonable and prudent to do so.

References Requested

References Requested

Minimum Requested3

Maximum Requested3

Supplemental Questions

Required fields are indicated with an asterisk (*).

• • Do you have a bachelor’s degree in computer science, computer information systems, or related field?

• Yes

• No

• • Do you have effective oral and written communication skills?

• Yes

• No

• • Do you have a valid driver's license or the ability to obtain a driver's license or access to a licensed driver by employment start date?

• Yes

• No

• • Do you have experience providing IT and Service Management support through multiple modalities (in person, ticketing system, remote support, email)?

• Yes

• No

• Do you have experience with software support? (Windows, installation, troubleshooting)

• Yes

• No

• Do you have the ability to lift at least 50 pounds?

• Yes

• No

• Do you have experience with hardware support? (Troubleshooting & repair, deployment, provisioning)

(Open Ended Question)

Applicant Documents

Required Documents

• Cover Letter

• Resume

Optional Documents