Field Support Lead
Field Support Lead
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$ 60000 - 65000
1 Vacancy
Job Description
Information Technology (IT) supports the vision values mission and goals of the University through providing IT infrastructure systems administrative applications academic resources and related services to faculty students and staff. Embracing DUs Impact 2025 the division partners with administrative and academic units to align strategic goals and operational plans providing unified service in the spirit of One DU.
Position Summary
Reporting to the Manager of the Help Center this position is the lead of the Field Support specialist team responsible for resolving Tier1 technical incidents and escalations inperson and remotely campuswide; troubleshooting and resolving workstation desktop and oncampus network connectivity and offcampus access to campus resources; helping faculty and staff with Microsoft Office applications DU system and application support (email passwords etc. hardware and basic software troubleshooting. This includes inperson and remote support during business evening hours and/or weekends. Additionally this position will monitor all field support to inform service level improvements training and upskilling of Field Support staff communicate ongoing problems with coworkers and management and act as an escalation to improve resolution rates at the IT Help Center. This position will also be a resource to Help Center dropin and phone support staff by acting as the next level in the technical escalation path for account hardware and software issues.
Essential Functions
- Supervision of 5 to 7 hourly nonbenefitted employees which could include student hourly and workstudy.
- Prompt response to web tickets and incident resolution through a team and triage response.
- Provides assistance with DU systems/applications and basic software issues for the University community via phone support.
- Ensures quality customer service and is a point of contact for escalated dropin incidents and/or clients that require additional assistance.
- Trains and upskills staff at the IT Help Center
- Manages workflow of the Field Support team and maintains staffing schedule and coverage for this area.
- Audits web tickets for quality assurance purposes.
- Creates internal documentation for better troubleshooting and for escalation purposes.
- Monitors ticket volume and trends and reports issues to Management.
- Reports problems; discuss needs and recommendations with managers on a regular basis.
- Assists with dropin traffic as needed as well as any lab issues that may arise.
Knowledge Skills and Abilities
- Good organizational skills punctuality and dependability.
- Must be able to communicate with diplomacy tact and judgment both in person and on the telephone. Strong verbal and interpersonal communication skills.
- Ability to gather and organize information for the purpose of identifying needs and possible solutions. Must be able to analyze troubleshoot organize work set priorities and develop possible solutions for problems.
- Ability to prioritize work requests manage projects and be able to concentrate and not be distracted while performing task.
- Must be able to perform well under pressure and be able to change behavior in relation to others actions. Ability to adapt to changes quickly
- Demonstrate and update your understanding of Help Center policies and procedures.
- Monitor ServiceNow web incidents for system issues and escalate as necessary. Promptly respond to client inquiries.
- Ability to be a role model and represent the professional image of the University the Information Technology and the IT Help Center.
Required Qualifications
- High school diploma or GED
- 23 years of experience as a Field or Phone Support Specialist.
- Good communication teamwork and telephone skills.
- Articulate and comfortable with customer duties and skills.
- Previous call center field support or IT customer service experience.
Preferred Qualifications
- Bachelors degree or equivalent work experience
- Experience working in a fast paced customerfocused environment.
- Previous experience in a college or university setting.
- Intermediate to advanced experience with Apple and Microsoft Windows operating systems.
- Intermediate knowledge of Microsoft Office computer network configurations and Active Directory.
Working Environment
- The work environment is a university with cyclical periods of increased workloads with the possibility of moderate to high stress levels.
- The department is highly automated with attention paid to ergonomics and safety.
- The unit is one of several working collaboratively and cooperatively in a teambased organization.
- The position may require working irregular hours including both weekends and evenings.
- The work environment consists of surroundings with moderate noise levels and frequent contact with electrical devices.
Physical Activities
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions which include:
- Ability to sit in front of a computer for an extended period of time.
- Stand walk sit use hands to handle or feel objects tools or controls; climb stairs; balance; stoop; talk or hear; walkup flights of stairs.
- The employee must occasionally lift and/or move up to 50 pounds.
Work Schedule
- Monday Friday 8:00 a.m. 4:30 p.m.
- The position may require working irregular hours including both weekends and evenings.
Application Deadline
For consideration please submit your application materials by 4:00 p.m. (MST) May 1 2025.
Special Instructions
Candidates must apply online through to be considered. Only applications submitted online will be accepted.
Salary Grade Number
The salary grade for the position is 10.
Salary Range
The salary range for this position is $60000$65000.
The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate departmental budget availability internal salary equity considerations and available market information but not based on a candidates sex or any other protected status.
Benefits
The University of Denver offers excellent benefits including medical dental retirement paid time off tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.
Please include the following documents with your application:
- Resume
- Cover Letter
The University of Denver is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex (including sex stereotypes sex characteristics sexual orientation gender identity and gender expression) marital family or parental status pregnancy or related conditions national origin disability or status as a protected veteran. The University of Denver does not discriminate and prohibits discrimination on the basis of race color national origin ancestry age religion creed disability sex (including sex stereotypes sex characteristics sexual orientation gender identity and gender expression) marital family and parental status pregnancy genetic information military enlistment or veteran status and any other class of individuals protected from discrimination under federal state or local law regulation or ordinance in any of the Universitys educational programs and activities and in the employment (including application for employment) and admissions (including application for admission) context as required by Title IX of the Education Amendments of 1972; the Americans with Disabilities Act; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; the Equal Pay Act; the Colorado Equal Pay for Equal Work Act; the Colorado Protecting Opportunities and Workers Rights (POWR) Act; and any other federal state and local laws regulations or ordinances that prohibit discrimination harassment and/or retaliation. For more information please see the University of Denvers NonDiscriminationStatement.
All offers of employment are contingent upon satisfactory completion of a criminal history background check.
Employment Type
Full-Time
