PAY GRADE: 28S

CONTEXT OF THE JOB:

The College of Earth, Ocean, and Environment (CEOE) information technology (IT) services provides instructional, desktop, server and user computing support to faculty, staff and students in CEOE.  The College has equipment and personnel in over seven buildings located on two campuses in Northern and Southern Delaware.  The campuses are connected by a high-speed, dedicated network link allowing the College’s computing environment to communicate and utilize resources at either campus.  IT personnel work together in-house and in partnership with the university’s central IT departments to implement, maintain and advance the College’s computing and IT infrastructure.

The Computing Support Specialist I (CSS I) has a major role in partnering with the central IT computing organization on campus, so that the CSS I maintains technical knowledge about the campus environment in order to ensure that his/her efforts are consistent with campus IT standards and long range plans.

Under the general direction of the CEOE IT Director, the CSS I provides hardware and software technical support to the faculty, staff and students at the College.  The CEOE and university environment consists of a high-speed TCP/IP network that is fully connected to the internet.  Clients consist of all of the major operating systems including Windows, Macintosh, UNIX, and Linux.  The CSS I position requires a working knowledge of current operating systems, desktop applications (word processing, spreadsheets, presentation, etc…), e-mail messaging clients, printing, teleconferencing, and networking protocols.

MAJOR RESPONSIBILITIES:

• Provide computer-related technical support to faculty, staff, and graduate students of CEOE for university-owned equipment.  Investigate basic hardware, software and connectivity problems, contact users for clarification, and propose solutions. Investigate multiple resources in order to resolve more complex problems.
• Use CEOE-IT tools to provide remote support to off-campus or remote campus users to troubleshoot problems and perform installs and updates.
• Provide in-person services, training and support to faculty and other college personnel using ITV, teleconferencing classrooms.
• Assist users in investigating and specifying new computer equipment.  Install new machines upon arrival to the building: software installation, configuration, physical setup, initial troubleshooting, transfer of files, direct communication with the computer recipient, and teaching the recipient about their new computer, including software instructions.
• Maintain CEOE-IT asset records for equipment setup, delivery, service, return, and retirement.
• Install, configure, and monitor university endpoint management, protection, backup, and vulnerability assessment software.
• Install new software that may be needed including upgrades and patches.
• Assist in the administration and troubleshooting of the CEOE local area network.
• Work with computer & network services personnel to ensure all designated connections are active and report network problems.
• Ensure that CEOE workstations and software comply with software license agreements and security policies.
• Process incoming, outgoing, and changing personnel assignments to align with required access and communication needs.
• Perform other job-related duties as assigned.

QUALIFICATIONS:

• Bachelor's degree in a related field and two years of related experience, or an equivalent combination of education and experience.
• Effective interpersonal, communication, and customer-service skills.
• Ability to work effectively with a wide range of constituencies in a diverse community and rapidly changing technical environment.
• Ability to make administrative/procedural decisions and judgments.
• Ability to analyze and solve problems.
• Ability to prioritize, plan and organize work.
• Experience in a University computing service environment is highly desirable.
• Experience with Microsoft Active Directory user and computer account adjustments.
• Working knowledge with Zoom and MS Teams.
• Additional working knowledge with Zoom Rooms is preferred.
• Experience with CrashPlan, Tenable, and CrowdStrike is preferred.
• Knowledge and familiarity with the operation and structure of university standard word processing, presentation, database, electronic mail, web authoring and spreadsheet software packages; networking, server hardware and software; and knowledge of current technological developments.

Special requirements:

• Ability to lift and move, with or without assistance, computing related equipment weighing up to 50 pounds.