Description

POSITION OBJECTIVE 

Working under general supervision, this position is responsible for designing, implementing, and maintaining core technology services to ensure the university's technical operations run reliably and meet established service levels. The role will work closely with University Technology (UTech) personnel to identify, recommend, and deploy best practices and innovative solutions, with a focus on strengthening and standardizing managed computing services such as Intune, Microsoft Endpoint Configuration Manager, Autopilot, and Jamf. This position will play a key role in documenting and applying unified IT solutions and practices across campus, supporting both schools and business units.

As the essential liaison between the central endpoint management team and the unique operational needs of designated schools and supported units, this service-oriented role requires advanced technical skills, a collaborative approach, and strong communication abilities. The position is instrumental in ensuring that technical capabilities are effectively aligned with the university's strategic goals and the evolving needs of its diverse user community.

ESSENTIAL FUNCTIONS

Manage and support the daily overall health of IT services. This includes managing disruptions to service through rapid restoration of incidents, determining the root cause of problems, and detecting trends associated with recurring issues. Establish, communicate, and implement policies, procedures, best practices, recommendations, and guidelines for standards. (35%)
Deploy, support, and maintain Windows servers and other computer systems. Serve as campus-wide and local expert for implementation and support of university-wide systems. Determine business needs, research, and recommend solutions. Make needed upgrades to ensure that systems are operating correctly. Investigate and solve problems. Utilize virtualized and/or cloud-based systems as appropriate. (25%)
Proactively maintain security of university systems and compliance with established UTech policies and procedures. Ensure monitoring of systems is in accordance with UTech monitoring strategy. Ensure compliance with solution design in the implementation of projects and by routine auditing and documentation. Ensure disaster recovery systems and procedures; backup schema and security measures are in place to safeguard the confidentiality and integrity of university data. Participate in business continuity and disaster recovery initiatives. Utilize tools for patch management and intrusion detection and research new ways to mitigate vulnerabilities and exposure. These items should be done according to UTech standards and best practices. (15%)
Perform as a technical expert of systems technologies at both the local and university level, including administration, policy and procedures, system documentation, delivering appropriate training, and providing support. Create actionable solutions to address the needs set forth in the campus and division strategic plans. Provide technical insights and recommendations for campus-wide and senior leadership within UTech to help identify and mitigate existing business risk or risks associated with solution architecture. Identify deficiencies, redundancies, and/or cost-savings measures within the campus community and within UTech to unify and enhance services and offerings. (10%) 
NONESSENTIAL FUNCTIONS

Utilize existing technology or, if necessary, design, build and deploy new technology to effectively manage various applications and/or services on campus. These will include applications such as Microsoft 365, ITSM Ticketing System, inventory system, etc. Streamline and proactively monitor, maintain, and secure endpoints. This may include operating system and application deployments, operating system, and application patching, managing centralized antivirus, configuring network drives, managing campus printing, Active Directory, Group Policy, System Center Configuration Manager, Microsoft Intune, JAMF. Utilize virtualization technologies on campus such as Citrix (XenDesktop/XenApp), VMware vSphere, Hyper-V, AWS, Azure, Google Cloud Platform, etc. (5%)
Work collaboratively with and provide leadership to UTech colleagues by contributing technical expertise to identify, plan, develop and manage new projects (according to UTech lifecycle) and systems Continually improve system integration and provide research into new server, end point management and data storage technologies to recommend and implement improvements. (5%)
Participate in appropriate university committees, working groups, or training sessions. (2%)
Maintain an up-to-date knowledge of changing industry capabilities and practices that are related to the functional areas of the position. (2%)
Perform other duties assigned. (1%)
CONTACTS 

Department: Regular contact with UTech staff to collaborate on projects and systems. Regular contact with UTech leadership to share vision and updates on current and future state. 

University: Moderate contact with users of the systems such as faculty and staff stakeholders for communication, training, support, troubleshooting, requirements gathering, etc. 

External: Moderate contact with outside vendors and representatives to manage implementations, test and troubleshoot, system evaluation, training. 

Students: Little or no contact with students.

SUPERVISORY RESPONSIBILITIES

May supervise work of project team members or lead projects in UTech portfolio. 

QUALIFICATIONS

Education and Experience: Associate degree or relevant certification (Bachelor's degree preferred) and 3 years of experience -OR- High school education and 7 years of experience.

REQUIRED SKILLS

Ability to troubleshoot Windows server and workstation hardware, software, and network issues and be able to analyze and implement and maintain an environment in which these issues are minimized.
Working knowledge of technologies such as Active Directory, Group Policy, Windows Deployment Services, Distributed File Services, Microsoft Systems Center Configuration Manager, Intune, Azure, AWS, VMware, Terminal Services and PowerShell is preferred.
Working knowledge of industry security best practices for managed desktops, authentication and authorization, virus and malware detection, auditing, remote access and securing Windows.
Knowledge of and experience with server, desktop and application virtualization and cloud technologies.
Familiarity with managing Microsoft SQL servers, internet information services, files, and print servers.
Ability to handle routine tasks and unscheduled emergencies and priorities in a dynamic environment.
Ability to effectively manage and guide group efforts. This includes providing appropriate level of feedback concerning group progress.
Highly organized, detail oriented, and possesses a high level of initiative with a demonstrated ability to work with little or no supervision. Ability to plan, sequence, and integrate individual tasks with those of others.
Must display sound, independent judgment, diplomacy, and tact in working with a variety of diverse individuals at all levels in the university.
Excellent English oral and written communication skills, with the ability to communicate effectively and engage with a diverse user base having varied levels of technical proficiencies. Ability to interact with colleagues, supervisors, and customers face to face. 
Ability to work independently with minimum supervision. Able to handle pressure and a heavy workload.
Ability to develop in-depth understanding of client needs to be more helpful. The ability to consider how different audiences are likely to respond and choose the best method of communicating the message to each audience. 
Ability to actively listen; responsive to verbal and non-verbal clues. 
Ability to respond to difficult, stressful, or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that sometimes arise. Always be aware of tone and careful word choice, while ensuring that the intended message is clear, polite, and readily understood.
Ability to recognize the importance of certain tasks and responsibilities and the ability to prioritize. 
Ability to be flexible meeting the constantly changing scope and needs of the department, division and customers being served. Ability to work in a fast-paced environment while managing multiple projects. Ability to optimize the use of time and resources to achieve the desired results; effectively plan and organize work to minimize crises; prioritize appropriately.
Ability to develop networks and use them to strengthen internal and external support. Ability to identify opportunities and take action to build strategic relationships between UTech and other University areas, teams, departments, etc., to help achieve business goals. Ability to work effectively at all levels within an organization.
Ability to look at situations from multiple perspectives, break problems into component parts, and look for underlying causes and evaluate the consequences of different courses of action (Analytical Skills).
Ability to identify various classes of problems along with the creation of workable solutions. Requires the identification and analysis of problems, evaluation of alternatives, provision of solutions, and the ability to see how these solutions fit into a larger framework. 
Ability to seek out opportunities to partner and transfer knowledge (actively participates in meetings, committees, multi-stakeholder groups, etc.).
Ability to work as part of a team and under pressure of tight deadlines.
Willingness to learn and work with artificial intelligence (AI) tools and technologies.
Ability to demonstrate successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
Ability to meet consistent attendance.
WORKING CONDITIONS

The working conditions are typical of an office environment and computer rooms. Some heavy lifting of about forty-five pounds may be required, and there is bending and kneeling involved working under a computer room floor. The position will not need access to residence hall facilities, but the position will have frequent access to the computer rooms. The employee may be required to carry a cell phone during and after their normal work hours, including weekends, to attend to after-hours emergencies. Occasionally early morning, evening, or weekend hours may be required for emergency response, scheduled maintenance activities, and special projects. Travel between various locations on campus may be required. The position requires typing on a computer keyboard and using a computer mouse and a printer.