PAY GRADE: 28S 

CONTEXT OF THE JOB:

The University of Delaware Library, Museums and Press inspires the intellectual, scholarly and creative achievement of our community. We are strongly committed to fostering safe, welcoming, and inclusive spaces and opportunities where everyone has an equal opportunity to learn, create, and grow. We welcome those who have demonstrated a commitment to upholding the values of equity, diversity, and inclusion and will assist us to expand our capacity for diversity in the broadest sense. We collaborate with strategic campus partners to achieve these priorities, as well as with national professional organizations.

The Information Technology Department is a creative, close-knit team committed to providing robust infrastructure to support daily operations, scholarly research, and information discovery. Departmental responsibilities fall into three categories that include desktop support, application development, and infrastructure management.

The Desktop Support team manages a wide range of services including end-user, instruction and equipment support for three computing and printing environments. The staff environment consists of more than 145 systems and devices, and includes meeting rooms, instructional spaces, and room audio/video. The public environment consists of more than 150 general use systems and devices throughout the Morris Library and University Museums. The new Research Data and Design Commons contains more than 75 data and multimedia centric systems and devices.

Reporting to the Director of Computing Operations, the Client Support Specialist I provides technical support for the staff and public computing environments. Responsibilities include resolving hardware and software issues, maintaining system reliability, and collaborating with users and IT colleagues to deliver consistent, service-oriented support across technology spaces.

MAJOR RESPONSIBILITIES:

• Monitor and respond to help desk requests and communications.  Diagnose and repair computer hardware and software problems with varying degrees of difficulty.  Work with campus Information Technologies to resolve institution wide software and connectivity issues
• Configure, deploy and maintain computing equipment, peripherals, and other technology solutions.  
• Update hardware and software packages as needed and maintain a comprehensive inventory.
• Establish and maintain appropriate working relationships with colleagues and clients following institution and department policies and procedures. Work within the institution’s overall strategic plan, following project priorities and scope.  Meet deadlines and achieve goals.
• Remain current on Library and institution supported computing and technology solutions, as well as available resources, new technologies, and best practices.  Keep colleagues informed of these to promote productivity, security, and compliance.
• Participate in the evaluation and testing of new hardware and software.  Work collaboratively with colleagues within the Library, Museums and Press and institution wide information technology members to explore, implement and facilitate training for new technology solutions.
• Work independently and in teams to complete tasks and help develop effective procedures and policies for technology use.  Communicate work status and updates to manager, team, and clients in a timely fashion, as needed and at regular intervals.  Create documentation and maintain metrics to aid in decision-making.
• Acquire new skills as needed and perform other job-related duties as assigned.

QUALIFICATIONS:

• Bachelor's degree in a related field and two years of job-related experience or equivalent combination of education and experience. 
• Experience deploying, maintaining and utilizing computing hardware, operating systems, software, and other technology solutions.
• Experience with Microsoft Windows and Apple Macintosh operating systems.
• Experience with enterprise networking end user device configuration, both direct attached and wireless.
• Knowledge of advanced techniques in developing technology solutions and diagnosing issues.
• Knowledge of systems management software and best practices, including help desk ticketing systems.
• Ability to manage multiple responsibilities effectively, produce comprehensive documentation, and provide clear and concise user support.
• Strong organizational and interpersonal skills and demonstrated ability to work in a collaborative team-based environment.
• Ability to prepare accurate written correspondence and to communicate well with IT and non-IT staff.
• Ability to thrive in a dynamic environment where responsibilities may shift based on organizational needs.
• Discretion in handling sensitive and confidential information.
• Commitment to fostering a diverse educational environment and workplace and an ability to work effectively with a diverse faculty, staff, and student population.
• Demonstrates an understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures and backgrounds.

SPECIAL REQUIREMENTS:

• Ability to lift and move, with or without assistance, computing related equipment and supplies weighing up to 50 pounds and dexterity to set up, operate, and troubleshoot computers and associated peripherals.