Service Desk Systems/Software Support Engineer

Colorado School Of Mines
$73,100 - $81,600 annual salary
paid holidays, retirement plan
United States, Colorado, Golden
Jan 19, 2025
Service Desk Systems/Software Support Engineer Posting Number: JR106091 Location: Colorado Engineering a world of possibilities As an integral member of the Service Desk team within Mines Information and Technology (IT), the Service Desk Systems and Software Support Engineer provides remote technical support of university technology and software via telephone, online chat, and submitted tickets, as well as onsite technical support for users coming directly to the IT Service Desk (ITSD). This position also assists university departments in support of technology initiatives and provides high-level training to end users of university core software. They work within a small team to provide a broad range of professional IT consultation and support services to academic and research faculty, administrators, operational staff, and students, and assist with managing and mentoring student employees. They employ specialized knowledge to assess and troubleshoot problems that clients are experiencing with their computers, peripheral devices, network connections, operating systems, and software applications. They research issues as necessary and devise and implement solutions, including temporary workarounds, while permanent solutions are being researched or developed. They educate customers about the rationale and operating requirements behind best practices, security practices, policies, and procedures. Staff members in these positions maintain the primary relationship between Mines IT and customers as they are the first point of contact in most situations. Primary Responsibilities Service Desk Functions Answer all calls and chats directed to the Service Desk with the goal of first call resolution (FCR). Provide remote desktop support of networked computers, instructional devices, printers and printer software, and applications with remote control software. Use theoretical and practical knowledge to provide high-level computing, advising, and support services to faculty, researchers, administrators, staff, students, and fellow IT professionals. Evaluate customer requests, assess current infrastructure, and devise solutions and options to best meet client needs. Dialogue with customers, perform needs analysis as appropriate, diagnose symptoms, behaviors, and errors in complex networked computing environments, determine root causes, and help design and develop permanent solutions or temporary workarounds if necessary. Use judgment to assess priorities and respond to emergency or urgent needs that require immediate attention in order to avoid office, class, or business interruptions and outages Provide software and user management support for applications and operating systems including Canvas, Google Apps, Microsoft Office, web browsers, Windows OS, macOS, and ChromeOS. Provide password and multi-factor authentication (MFA) support. Monitor and assist with problem resolution of networking and connectivity issues. Enter, update and resolve tickets using service management software within the service level agreement (SLA) timeframes. Properly escalate identified issues and keep apprised of IT communications. Support general A/V and instructional technology across campus. Educate and train the user community on instructional technology features and functionality. Utilize remote management software to assess, troubleshoot, and resolve equipment problems remotely. Manage multiple work and project assignments simultaneously. Set priorities based on an assessment of customer need, availability, and urgency along with impact on the business of the University and the resources required. Write, maintain, and update knowledge base documentation. Collaborate with designated teams regarding the planning and deployment of new technologies. Demonstrate knowledge of educational and business software programs and show initiative in self-training on a variety of new software and technologies. Training and Team Support Assist with management and mentoring of student employees. Maintain and update professional knowledge and skills, relating to applicable technologies in a fast-changing environment. Identify needs and embark on self-study, online training, research, or group-oriented endeavors. Share knowledge with others in the group through documentation, formal and informal presentations, and job-sharing. Identify training and education needs and attend courses, trainings, webinars, seminars, and conferences as assigned or authorized. Minimum Qualifications Bachelor's degree in information technology, engineering, computer science, or related discipline. Individuals without a related degree may be considered if they demonstrate possession of the same knowledge level found in a degree but have attained advanced knowledge through a combination of work experience and intellectual instruction. Three years experience in a IT service-oriented role (preferably while working in a IT Service Desk capacity). Analysis, design, judgment, documentation, personal accountability, and problem solving in a complex environment. An understanding of computer operating systems, programming concepts, data structures, diagnostic techniques, software engineering, networking, and communication methods. Demonstrate a desire to support a variety of users with technology. Possess knowledge of a variety of operating systems: Windows, macOS, iOS, ChromeOS, and Android. Working knowledge of Google Apps, Microsoft Office 365, MS Teams, Zoom, and other standard PC applications. Familiarity with use and support of web conferencing platforms. Basic understanding of audiovisual technologies including video conferencing, live lecture capture, control systems with touch panel user interfaces, digital signage, security cameras, and networked A/V. Possess knowledge of computer hardware, software, and peripherals such as central processing units, servers, monitors, cables, and network systems. Possess knowledge of procedures for installing, configuring, upgrading, troubleshooting, and repairing hardware and peripherals. Possess knowledge of networking and data communications fundamentals. A comprehensive understanding of complex networked environments utilizing centralized storage, physically distributed resources, authorization and authentication mechanisms, group policies, and advanced management. Perform a variety of complicated tasks, relying on experience and judgment to plan and accomplish goals, with limited supervision. Demonstrate skill in organizing work, setting priorities, and time management. Demonstrate skill in instructing users on new or upgraded computer applications and hardware. Excellent customer service skills in customer-facing and VIP environments. Advanced interpersonal, written, and oral communication skills. Ability to manage shifting priorities, demands, and timelines as well as execute tasks in a high-pressure environment. Preferred Qualifications Higher education experience. Demonstrated experience providing one-on-one support in a teaching and learning environment. Proficiency in responding to and managing support requests within a dedicated institutional system. Familiarity with ITIL (IT Infrastructure Library), the set of guiding principles IT service professionals use to standardize their processes. Salary and Benefits $73,100 - $81,600 annual salary Mines takes into consideration a combination of candidate's education, training and experience as well as the position's scope and complexity, the discretion and latitude required in the role, work location, and external market and internal value when determining a salary level for potential new employees. Colorado School of Mines offers a robust portfolio of benefits for all employees. For this role, that includes: Flexible health and dental care options Generous sick/vacation time: 13 paid holidays per year - including a week-long winter break for entire campus. Fully vested retirement plan on first day of employment, with generous employer contribution Tuition benefits (6 credits per year for employees, 50 percent discount for dependents) Free RTD Ecopass All Mines employees also have access to discount programs through the State of Colorado and free tickets for Mines Athletics home games, as well as access to the state of the art Recreation Center (fitness classes and training, swimming pool and more) and equipment rentals through the Outdoor Rec Center. We are proud to have recently opened an on campus daycare center. For more details about benefits at Mines, visit mines.edu/human-resources/benefits. How to Apply Applicants must: Complete an online application (personal information, demographic information, veteran status) Upload a resume or CV Upload a cover letter Candidates must be currently authorized to work in the United States. References will not be contacted until later in the selection process and you will be informed before that contact is made. Mines welcomes everyone to our team; please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc). Application review will begin January 23, 2025. For best consideration, apply by January 22, 2025 at 11:59 p.m. as applications received after that date will not be reviewed. It is the intent of Mines to comply with the applicable requirements of the Americans with Disabilities Act and the Americans with Disabilities Act Amendments Act of 2008, and their implementation rules and regulations, in support of equal opportunities for qualified applicants with disabilities to promote diversity and inclusion at Mines. To meet this goal, Mines will make reasonable accommodations during the employment selection process and within our working environment. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on our site as a result of your disability. You can request a reasonable accommodation by contacting our Human Resources team at hr@mines.edu or 303.273.3250 for assistance. Successful Completion of a Background Investigation is Required for this Position. About Mines & Golden, CO When the world looks for answers, the world looks to Mines. Colorado School of Mines is a top-ranked public university solving the grand challenges facing our society, particularly those related to the Earth, energy and the environment. Founded in 1874 with specialties in mining and metallurgy, Mines' scope and mission have continually expanded to meet the needs of industry and society. Today, we are the No. 38 public university in the nation, recognized for our innovation and undergraduate teaching in science, technology engineering and math (U.S. News and World Report, 2023). Mines graduates are change makers, boundary breakers and problem solvers. Since our earliest days, a Mines education has been and continues to be a transformational opportunity, with one of the strongest returns on investment out there for talented STEM students of all backgrounds. At the same time, Mines faculty members are pushing their fields in new directions, whether that's manufacturing, space resources, quantum engineering, carbon capture or more. Mines was recently classified as a R1 "Very High Activity" research institution by Carnegie, a notable feat for any university but particularly one of our size. That size - roughly 7,000 undergraduate and graduate students - also translates to a close-knit campus community, where employees have opportunities to get involved in multiple ways, continued professional learning is valued and everyone can make an impact. Community Alliance groups bring together employees for professional development, networking, cultural awareness and community involvement, and all Mines employees also have access to the wealth of activities happening every day on campus - nationally-renowned speakers, special events and Mines traditions like Engineering Days, just to name a few. And don't get us started on our hometown. We are located in the heart of Golden, Colorado --with its charming historic downtown and nearby hiking trails - and in close proximity to all that Denver and the Rocky Mountains have to offer. That includes the sunny, high-altitude climate and outstanding outdoor recreation opportunities that make the Denver area an ideal place to live, work and play. Are you looking for an inspiring, mission-driven workplace where you can contribute to solving the world's problems and educating the next generation of change makers? Are you an individual who values a diverse and inclusive community, where our different perspectives, experiences and cultures enrich the educational and work experience? Look to Mines. Equal Opportunity Colorado School of Mines is committed to equal opportunity for all persons. Mines does not discriminate on the basis of age, sex, gender (including gender identity and gender expression), ancestry, creed, marital status, race, ethnicity, religion, national origin, disability, sexual orientation, genetic information, veteran status or current military service. Further, Mines does not retaliate against community members for filing complaints regarding or implicating any of these protected statuses. Mines' commitment to nondiscrimination, affirmative action, equal opportunity and equal access is reflected in the administration of its policies, procedures, programs and activities and in its efforts to achieve a diverse student body and workforce. Through its policies, procedures and resources, Mines complies with federal law, Colorado state law, administrative regulations, executive orders and other legal requirements to prevent discrimination (including harassment or retaliation) within the Mines campus community and to address potential allegations of inequity or concerns for safety. Colorado's premier engineering and applied science university for 150 years and counting Apply online at https://mines.wd1.myworkdayjobs.com/en-US/Mines_Careers/job/Colorado/Service-Desk-Systems-Software-Support-Engineer_JR106091 jeid-df4048163bcb4c4590590c63bcb25e7e