Senior Support Specialist

Information Technology (IT) is the unified IT organization that supports the vision values mission and goals of the University by providing IT infrastructure systems administrative applications academic resources and related services to faculty students and staff. Embracing DUs Impact 2025 the division aligns IT resources with the University and unit strategic goals and operational plans providing service in the spirit of One DU.

Department Summary

The IT Customer Services department provides customer-focused support for various technology resources campus-wide at the University of Denver. Through a combination of distributed IT staff tiered support and a call center this customer-centric department collaborates with campus partners to manage maintain and support the infrastructures for the multi-dimensional ways needed to support teaching learning events and the day-to-day business operations at the University.

Position Summary

This position is an exempt (salaried) position reporting through IT Customer Services that provides IT and technology solutions and enterprise-level systems support. This position requires a deep understanding of infrastructure excellent customer service and knowledge of the essential tools required to support the DU community. This position is responsible for providing analysis research implementation and support of information technology environments and technical support for users; and utilizing strong organizational analytical and problem-solving skills to evaluate situations to make recommendations and prompt effective corrective action. Due to the critical nature of this position and its support of a 24/7-unit after-hours support may be required on occasion.

Essential Functions

• Responds to complex technical and workstation support requests from users and technical staff. Identifies prioritizes and provides software and hardware technical assistance. Tests troubleshoots and optimizes performance.
• Provides technical support for computer hardware and software for Windows and MacOS enterprise mobile device management systems virtual desktops distributed printing solutions escalated hardware and software resolutions and other technical support for the University community. Maintains university-owned computers and works in close collaboration and/or escalates to other IT departments/teams as needed (e.g. End User Computing Systems Architecture Operations etc.)
• Manage projects of limited scope or portions of large/complex projects and may provide guidance to technical staff on a project basis and in collaboration with the IT Project Management Office as well as the Technical Support Lead and Support Specialist teams.
• Develops and maintains technical documentation and departmental policies and knowledge articles.
• Responds to computer hardware failures malware and virus threats in collaboration with the IT Security Team troubleshooting requests networking issues system upgrade requests file permission requests new software deployments and other issues as assigned.
• Audits technology equipment assets including an inventory and review of workstations with serial numbers warranty info and location information.
• End user Tier 2 support or troubleshooting of many essential DU systems or servers before internal escalation is required.
• Adheres to all Department and University policies procedures directives rules and regulations
• Participates in the interview panel during the Departments selection and hiring process when requested by Senior Management.
• Participates as a fully invested member of the IT Customer Services department and Information Technology division.
• Works collaboratively to resolve issues and provides a positive experience for the University community. Researches and contributes ideas for improvement.
• As appropriate performs other duties as assigned.

Knowledge Skills and Abilities

• Proficiency with set-up configuration and troubleshooting of laptop and desktop computers in a mixed Windows and Mac OS environment.
• Experience in mobile devices including Android iOS and cellular connectivity.
• Proficiency in providing software updates and hardware maintenance/replacements.
• Proficiency with network address assignments management and implementation of routing protocols routing table configurations and certain implementations of authentication.
• Basic Active Directory experience.
• Ability and willingness to handle multiple projects concurrently.
• Organizational skills to manage multiple tasks and the ability to shift and prioritize higher tasks.
• Team player with the ability to interface daily with internal and external customers.

Required Qualifications

• Bachelors Degree (Computer-related course work or an equivalent combination of education and experience is necessary)
• 3 years of computer systems network and application administration and technical support experience in an enterprise environment.
• 5 or more years of progressive technology experience
• Advanced knowledge of desktop administration
• Experience in supporting technologies in a fast-paced customer-oriented environment
• Experience with Microsoft 365 ecosystem and administration tools including Active Directory Group Policy Intune and SCCM JAMF or equivalent MacOS MDM and VMWare VM/VDI deployments.

Preferred Qualifications

• B.S. in Computer Science or equivalent credit hours in a related field; experience can substitute for some education.
• Proficient understanding of a variety of operating systems software and hardware.
• Experience in a higher education setting.
• Any of the following certifications: Apple Certified Support Professional (ACSP) certification Apple Certified Technical Coordinator (ACTC) certification Apple Certified Macintosh Technician (ACMT) certification Dell desktop and laptop hardware repair certifications.
• 2 years of experience with building managing and configuring Windows Server platforms as well as client-server applications networking and enterprise hardware.
• 1 years of general working knowledge with SQL database administration Active Directory and database integration is a plus.
• Advanced knowledge of Microsoft Active Directory Group Policy Microsoft Exchange LDAP authentication and VMware VM/VDI deployments.

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 team-based organization.
• 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 finger handle or feel objects tools or controls; reach with hands and arms; climb stairs; balance; stoop kneel crouch and crawl under desk/tables to troubleshoot cables and network connections; talk or hear; walk-up 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. evenings & weekends as needed

Application Deadline

For consideration please submit your application materials by 4:00 p.m. (MST) May 30 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 - $64085.

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:

1. Resume
2. 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.