CSE-IT Service Desk Technician

Responsibilities

CSE Computer Fleet Operations (20%)
Computer Imaging, Inventory, and Deployment
Oversee the setup and imaging of new machines before distributing to CSE departments. Image Windows, Linux and Macintosh computers using SCCM and Foreman. Coordinate delivery and set-ups for new computers. Install and configure software on Windows, Linux and Macintosh computers. Migrate user data between devices. Troubleshoot post-setup issues as needed.
Manage inventory of new and existing machines using CSE's inventory database.
Oversee the collection and secure disposal or repurposing of older computer systems and other IT equipment.
Work with hardware vendors to arrange for warranty and non-warranty repairs on college-owned computers.
Manage shipping and receiving operations for CSE-IT.
Manage the scheduling, usage, and maintenance of loaner equipment used by CSE-IT clients.
Manage loaner pool upgrades and purchases.
Supervise student employee(s).

Technical and User Support (40%)
Provide level one and two (on-site or remote) technical support for client computers and related peripherals, resolving issues through standard procedures and solutions, as directed by the Service Desk.
Repair, or arrange the repair of, malfunctioning hardware that meets support minimums.
Work within vendor support agreements to facilitate warranty hardware and software support.
Perform preventative maintenance on computers, including installation of security patches and other important updates when automated techniques fail.

Service Desk Support (35%)
Field incoming tickets and calls to the help desk and escalate or resolve in a timely manner.
Respond to problems, queries, or complaints from users.
Troubleshoot, rectify faults, and escalate problems when needed.
Resolve customer account issues.
Maintain CSE-IT equipment and manage check-out to users
Assist with maintaining CSE-IT Knowledge base documentation

Technology Special Projects and Security (5%)
Participates in the testing of new software packages, images, patch deployment and GPOs as needed.
Other duties and projects as assigned.

Required Qualifications
A BA/BS degree; or a combination of related education and work experience to equal four years.
Previous experience working at an IT Service Desk or related
Knowledge of desktop computing hardware and peripherals, common operating systems and applications.
Skill to problem solve and diagnose technical problems.
Experience working with customers and providing good customer service.

Preferred Qualifications
Experience working with Linux, Windows, and Mac operating systems.
Demonstrated ability to effectively communicate orally and in writing to a wide range of users and co-workers.
Successful experience communicating with and serving the technical needs of high profile users like deans, department chairs, distinguished faculty, and/or business executives.
Self-starter with ability to work independently in a professional, customer service environment.

CSE-IT provides technology services to support the mission of the College of Science and Engineering. CSE-IT stands as a dedicated advocate for faculty, staff, and students, ensuring reliable and proactive support for the college and its departments. We support and uplift others, and respect contributions, promoting good work-life balance and cooperation within the team. We accomplish our goals by being visibly responsive, having a future mindset, and fostering faculty success.

Pay Range: $25.00-$26.93/hour; depending on education/qualifications/experience

Time Appointment: 75%-100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

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

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).