Description

The University of Colorado Colorado Springs (UCCS) is a premier educational institution that prides itself on academic excellence, research, and community engagement and is actively seeking an IT Professional to join our team! UCCS offers a diverse and inclusive learning environment that fosters innovation, growth, and the holistic development of its students. The work location for this position is on-site. This position is Exempt from the Fair Labor Standards Act (FLSA) overtime provisions.

At the base of the Rocky Mountains, Colorado Springs is captivated by its stunning landscapes, making it a paradise for nature lovers. This city is more than its scenery--a mosaic of history, arts, and a vibrant tech scene. We invite you to join a community that cherishes outdoor adventure as much as forward-thinking growth, an exceptional setting for both career and lifestyle.

Salary Range: $ 43,144.00 - $50,001.00 annually. Compensation will be commensurate upon experience and qualifications.

Benefits at a Glance

At UCCS, our employees are our most valued asset. We're proud to offer:

• Generous Time Off: Enjoy 22 vacation days, 10 sick days, paid parental leave, 13 recognized holidays, and provisions for bereavement, jury duty, and FAMLI Leave.
• Robust Health Coverage: Our comprehensive medical plans cover preventative care at no cost, including a yearly mental health visit. Plus, benefit from affordable dental, vision plans, and competitive prescription drug prices.
• Financial & Retirement Benefits: Take advantage of our health savings, flexible spending accounts, and life and disability insurance. Plan for your future with our retirement options.
• Further Your Education: Avail nine waived credits per academic year for courses at any CU campus. We invest in your educational and professional growth.
• Wellness & More: From wellness programs aimed at achieving your best self to various additional benefits through CU Advantage, we prioritize well-being and holistic development.
• Want to know your total compensation? Use our calculator to get the complete picture!

Summary

The OIT Academic Support Professional resides within the Office of Information Technology (OIT) for the University of Colorado Colorado Springs (UCCS). The IT Academic Support Professional will primarily be responsible for providing smart classroom support to all OIT supported rooms at UCCS. The role of the IT Academic Support Professional is to provide professional support for all campus community members of UCCS. This position is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands. OIT Services staff work in a dynamic, fast-paced environment which provides services over the phone, through e-mail, in person (for walk-in customers), self-service, and remote access. This role works within the OIT Services team whose primary mission is to serve the UCCS community by developing and supporting learning technology, providing exceptional customer service, and acting as the central point of contact for OIT.

Essential Functions

The duties and responsibilities of the position include, but are not limited to:

• Provide ongoing support of smart classrooms, computerized classrooms and open computer labs, including responding to phone calls from faculty and customers requiring immediate technical assistance.

• Provide ongoing maintenance to smart classroom equipment.

• Utilize ITSM tools (currently Cherwell) to track incidents and service requests.

• Provide internal consultation as an A/V subject matter expert.

• Manage ongoing maintenance and repairs to campus technology.
• Assist in the installation and commissioning of new AV systems on campus including but not limited to quality checking and affirming functional systems.
• Research and recommend A/V hardware to Manager and Director as requested.
• Understanding of network systems and how they are used in A/V.
• Determine route cause for escalated problems.
• Diagnose, fix, and document complex system problems.
• Train Information Technology student employees to provide customer support for generally funded campus computing labs and classrooms.
• Implement student employee hours and services to meet requirements.
• Work very closely with service owners to ensure smart classrooms remain at peak operational efficiency and meet the needs of our faculty.
• Maintain training room schedule and work closely with events and conferencing teams to provide support within computerized classrooms.
• Maintain technical and training documentation for Academic Services support.
• Maintain web pages and training materials for campus A/V.
• Participate in strategic planning meetings providing A/V and customer-oriented views.
• Work with department supervisors and directors to establish department mission, goals and objectives. Help create long-term vision for the department and campus information technology.
• Maintain training program to ensure employees are able to properly support customers.
• Assists with smart classroom and podium training to faculty.
• Complete required training to obtain and maintain certifications related to job duties.
• Knowledge of various A/V control system programs and hardware.
• Understanding of ITIL/ITSM principles.
• Working knowledge of Microsoft-based technologies including Office 365 (especially Outlook, Excel, and Teams) and operating systems (Windows, Mac, Android, and iOS).
• Ability to move quickly throughout campus to resolve various A/V issues within numerous colleges on campus.
• Must be able to work in a team environment, have good communication skills, and be able to follow change and project management procedures.
• Knowledge of basic project management and the ability to keep tasks on track.
• Strong troubleshooting skills.
• Strong customer service experience: understanding customer's needs, customer service attitude.

Tentative Search Timeline

• Priority will be given to applications submitted by 11:59 pm August 29,2024. However, this position will be open until filled.
• Potential interview dates: September 6, 2024 - September 11, 2024
• Potential start date: October 1, 2024

UCCS is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Qualifications

Applicants must meet minimum qualifications at the time of hire.

• Education: Graduation from an accredited college or university with a bachelor's degree or year for year equivalent experience in a service desk environment, part time experience can be considered.
• Experience: 2 years of demonstrated customer service, part time experience can be considered. This includes a heightened sense of customer focus at all times.
• Special Skills: Basic understanding of A/V systems.

Preferred Qualifications

• Two years working in an Information Technology environment, part time experience can be considered.
• One year of previous A/V troubleshooting experience, part time experience can be considered.
• ITIL Foundations certified.
• CTS certified.
• Extron or Crestron certifications.
• Experience working in higher education.

Physical Requirements

While performing the duties of this job, the employee is frequently required to move or sit depending on the needs of the day. Employee is occasionally required to bend, kneel, stoop, crouch, crawl, and reach. Tasks may involve looking at a computer screen continuously for long periods of time and fine motor skills. The employee must occasionally lift and/or move up to 50 pounds and frequently lift and/or move up to 20 pounds.

To perform this job successfully, an individual must be able to perform each of the established essential functions and meet the physical and environment demands described satisfactorily. The requirements listed are representative of the knowledge, skill, ability, physical and environmental conditions required of the employee on the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, physical and environmental demands.

Applicants with disabilities: If you have a mental or physical impairment, which limits one of your major life activities (e.g. walking, hearing, seeing, speaking, breathing, or learning) and require special accommodations for testing or interviewing, it is your responsibility to notify the office scheduling the interview or test at least 3 working days before the interview or test date. If you need special accommodations at the work site, you must notify the appointing authority or Human Resources.

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