The University of Wisconsin River Falls, a member of the University of Wisconsin System, is located in scenic west central Wisconsin, 30 miles from the multi-cultural, multi-ethnic cities of Minneapolis and St Paul. Year-round arts, cultural and recreational events are easily accessible from River Falls. UWRF's 6,100 undergraduate and graduate students pursue degrees in four colleges: Arts and Sciences, Education and Professional Studies; Agriculture, Food and Environmental Sciences; and Business and Economics.
The University provides an excellent environment for learning, emphasizing the importance of faculty-student interaction in classrooms, laboratories, academic advising, and co-curricular activities. A favorable student-faculty ratio affords opportunity for meaningful interchange between faculty and students. Strong interests in teaching, research and community service are highly valued. More information about UWRF can be found at: http://www.uwrf.edu/workhere/.
The Enterprise Systems and Services (ESS) Endpoint Support team is responsible for providing single contact support for a wide range of information technology services. UWRF defines endpoint services as campus owned computers and peripherals, software, hardware, television, computer labs, technology enhanced classrooms and access to campus specific information technology resources.
This is a highly responsible professional staff position (official title of IS Specialist) providing daily delivery of customer focused Division of Technology Services (DoTS) technical support. This position co-leads a team of student endpoint support staff and is responsible for endpoint operations. The scope of this position encompasses technical support for employees affiliated with the University of Wisconsin–River Falls and University owned computers and peripherals. This position works together with the other Endpoint Support Professional to support of all University owned endpoint devices. This role provides technical leadership and services to our customers with a focus on providing innovative solutions, delivering exceptional customer service, and creating a reliable infrastructure that demonstrates value to the students, faculty, staff, and alumni of the university.
Typical hours are 7:45 AM – 4:30 PM Monday through Friday. Coverage outside of typical working schedule will be required during unplanned outages or planned upgrades.
Specific Duties and Responsibilities:
30% Endpoint Support Coordinator
As one of two team leads, manage all daily tasks and projects for Endpoint Systems staff. Ensure that the staff are equipped with the tools, equipment, knowledge and skills necessary to perform professional level technical support tasks.
Work closely with the Enterprise Systems and Services and Professional Services Managers on budgeting, goals and strategic and organizational planning for the Endpoint Systems teams.
Assist with organizing recruitment and hiring processes for Endpoint Systems team positions. Effectively plan and recommend staff career or promotion path. Observe, plan and prepare for staff turnover and transitions.
Staff and schedule coverage of all support operation hours.
Ensure work rules and procedures are followed and administer disciplinary procedures as needed.
Facilitate employee communication and meet regularly to provide leadership for staff.
Monitor and verify employee attendance, promptness and overtime for Human Resources and departmental records.
Provide quality assurance for all types of tickets for accuracy, timeliness, thoroughness of communication and verification of resolution.
30% Coordination of Student Employees
Coordinate daily tasks for student Endpoint Support Technicians. Ensure that the Technicians are equipped with the knowledge and skills necessary to perform para-professional level technical support tasks.
Organize the student recruitment and hiring process for the Technician positions. Effectively plan and recommend a student career or promotion path. Observe, plan and prepare for staff turnover and transitions.
Provide personnel reviews for student staff. Ensure work rules and procedures are followed and administer disciplinary procedures as needed.
Provide training to student support technicians on topics related to escalated technical support issues.
Facilitate student employee communication. Meet regularly and provide leadership for student staff.
Monitor and verify student employee attendance, promptness and overtime for Human Resources and departmental records.
Assist in support technician student training as needed.
20% Classroom, Lab and Office Technology Support
Provide professional level technical support for University employees.
Work closely with the ESS group to consult on University computers and their configuration, documentation, and upgrades. Provide input on a preventative maintenance program for each workstation to ensure up-to-date patches and security measures are in place.
Assist customers and enhance their ability to use technology and meet their technology needs.
Assist in providing training to new employees of the University for on campus-specific technology resource basics.
Create and maintain detailed effective documentation of all technological systems and processes.
Ensure that all University policies, guidelines and standards are followed in all areas of technology.
Research technology related purchase requests to ensure they represent the best value and offer the proper solution for the intended application and meet University and Division of Technology Services standards.
Serve as a consultant to the front-line support group, offering assistance in identifying solutions to problems they encounter.
Work with other University departments to understand their unique technology needs and work with other departments in the Division to coordinate the implementation of appropriate and supportable solutions.
Process technology related customer requests and work with the Division of Technology Services departments to coordinate efficient work flow.
Provide timely feedback to customers on the status of their help requests and projects. Maintain a comprehensive list of all requests and their current status. Prioritize project work and daily work accordingly.
Understand and apply information security best practices.
Create, modify, and review Knowledge Base articles related to Endpoint Support.
Assist with onboarding and continuing training of Endpoint Support Student Employees.
Assist with supporting the campus television services by troubleshooting technical issues and engaging outside vendors as necessary.
15% Audio Visual (A/V) Coordination, Management and Support
Provide management and support for DoTS-supported A/V configurations
Assist with A/V conference and class setups
Work closely with faculty and staff concerning ongoing issues with events
Facilitate consultations involving audio visual configuration, procurement and support
Remain current on trends in the A/V domain
5% Professional Development Applicable to Job Functions
Develop and maintain a high level of technical familiarity with the products supported and service provisioning best practices by reading, attending training, conferences or workshops.
Maintain a base level of project management skill and knowledge.
Develop through classes, conferences, and reading, keep abreast of hardware and software advances in the industry, and of forecasts for the development of future technologies.
Provide leadership by sharing knowledge and information with other staff within the department and division on a continual basis.
Develop and maintain industry contacts upon which can provide advice in best practices and diagnostics troubleshooting in the most complex problems.
Sufficient mobility and dexterity to move about the university; manual dexterity to pull, handle, move and manipulate equipment, ability to read computer monitors, ability to work with keyboard, mouse and monitor for extended time periods. Ability to lift up to 50 pounds without assistance to chest level.
Troubleshooting experience with Microsoft Windows and Macintosh desktop Operating Systems and software.
Knowledge of printing services: support, maintenance, documentation, upgrades and life-cycle.
Understanding of basic networking principles, network hardware, computer hardware and software.
Ability to communicate technical detail in non-technical language with a focus on the customer.
Knowledge and practice of interpersonal skills needed to address potentially difficult situations and customers.
Understanding of TCP/IP networking including DHCP, DNS and print services.
Understanding of information security best practices
Four-year degree in MIS, Business Administration or an IT related field or equivalent of two years of commensurate work experience and training.
Experience leading technical support staff.
One or more professional certifications: Examples include; HDI-DST (Desktop Support Technician), Information Technology Infrastructure Library (ITIL), Microsoft Certified Solutions Associate (MCSA), Microsoft Technology Associate (MTA), Apple Certified Support Professional (ACSP) or certifications from IT vendors in engineering and administration of Microsoft or Apple technologies.
Experience providing technical support in a higher education environment is preferred.
Working experience in supporting large IT endpoint install base and excellent understanding of general endpoint IT hardware and software.
Letter of interest specifying qualifications and experience (cover letter)
An unofficial transcript (official copies of transcripts will be required if hired).
Provide the names, addresses, telephone numbers, and e-mail addresses of three references who can specifically comment on your ability, experience and professional preparation (references).
Inquiries should be addressed to: Steven Meads Division of Technology Services firstname.lastname@example.org
Deadline to Apply: Initial review of applications will begin upon receipt. For full consideration, applicants should submit all required materials by August 3, 2018. A criminal background check will be completed on final candidates.
The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).
UW-River Falls does not offer H-1B or other work authorization visa sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work authorization throughout the employment term. If you have questions regarding this, please contact Human Resources at 715-425-4941.
About University of Wisconsin - River Falls
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