Technology Support Specialist - Classroom & Help Desk

University Classification: 8631US, End User Support 1
Term: 12 months
Position Working Title: Technology Support Specialist - Classroom & Help Desk
Type: Continuing
Position represented by: Civil Service
Time: 100%
Position reports to: Director of Information Technology
Probationary period: 6 months

Please note, we are not offering H-1B or Green Card sponsorship for this position. This position does not offer a STEM OPT training program.

The University of Minnesota is committed to fostering local talent through employment opportunities. This position utilizes an on-site modality, prospective applicants must be located either in the state of Minnesota or near the Dakotas border or otherwise open to relocation.

About the Position

Join the IT team at The University of Minnesota Morris as a Classroom and Desktop Support Technician! In this position you will play a key role supporting campus technology and desktop service support, and will serve as the Help Desk Coordinator. In conjunction with the campus Service Desk, you'll provide technical assistance to faculty, staff, and students. This position is responsible for administering, maintaining, troubleshooting, and monitoring applications, programs, computers, devices or other technical products, processes, or systems. Successful applicants will have experience resolving issues through a combination of adapting standard procedures, research, and creative problem solving. This is a great opportunity to blend hands-on technical support with customer service, and to contribute to campus-wide technology initiatives.

Responsibilities

User & Device Support (35%)

• Serve as a generalist responsible for providing a broad range of user support services.
• Provide non-routine, more difficult or complex technical support to end users of computer applications and hardware. Resolve issues escalated by the service desk.
• Create and maintain internal documentation for support processes.\
• Address issues of varying difficulty using standard procedures, research and creative problem solving techniques.
• Utilize help desk and issue tracking software to recommend process improvements, issue management, and resolutions.
• Deploy and maintain workstations and network printers.
• Assist in delivering group training to end users.
• Collaborate with network services, developers, and other IT staff to restore service and identify root causes.
• Participate in testing and deployment of new technology solutions
• Conduct analysis and provide consultations on hardware and software purchasing and adoption of emerging technologies.

Classroom Support (35%)

• Assist with maintaining audio-visual systems in classrooms, collaboration, and learning spaces.
• Contribute to configuration standardization of classroom technology in support of the delivery of educational content in the classroom.
• Provide technical support for classroom technology.
• Coordinate escalation of audio-visual equipment repair to appropriate manufacturers or service providers as needed.
• Maintain inventory of instructional technology equipment.

Help Desk Coordinator (25%)

• Coordinate and schedule Service Desk student employee support.
• Provide technical and customer support training to student employees.
• Serve as the Service Desk escalation point for campus assistance.
• Coordinate support efforts with OIT Help Desk services.

Other (5%)

• Other duties as assigned.

Required Qualifications:

• A BA/BS degree, OR a combination of education and related work experience to equal four years.
• Demonstrated experience providing customer service.
• Experience working with Google and Microsoft office suite tools.
• Ability to work effectively in a team environment and with multiple stakeholders.
• Effective oral, written, and interpersonal communication skills.
• Able to lift up to 50 lbs and or bend/crouch/crawl around furniture.

Preferred Qualifications:

• Experience supporting and maintaining Audio-Visual systems.
• Experience with ITIL frameworks and methodologies.
• Familiarity with technical ticketing systems (TeamDynamix, Jira).
• CompTIA A+ or ITIL certification.
• Ability to project a calm, professional demeanor in a variety of settings.
• Strong interpersonal skills including the ability to exercise discretion, confidentiality, diplomacy, and good judgment in dealing with sensitive topics and varied issues.
• Critical thinking, analytical, and problem solving skills, including the ability to anticipate and recognize issues as they arise, and the ability to make decisions independently within established guidelines and protocols.
  

Pay Range: $52000 - $65000; depending on education/qualifications/experience

Time Appointment Category: 100% Appointment

Position Type: Civil-Service

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

While our salary ranges provide a framework, it is important to note that most of the time, the initial pay may not reach the maximum of the range. This approach ensures that compensation reflects the value and unique contributions of each candidate while maintaining equity within our organization. As part of our commitment to fair and equitable compensation, please be aware that the salary offered to incoming candidates will be based on their individual credentials and experience.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).