Information Technology (IT) supports the vision, values, mission, and goals of the University through providing IT infrastructure, systems, administrative applications, academic resources and related services to faculty, students and staff.  Embracing DU’s Impact 2025, the division partners with administrative and academic units to align strategic goals and operational plans, providing unified service in the spirit of “One DU”.

Position Summary

Reporting to the Manager of the Help Center, this position is the lead of the Field Support specialist team, responsible for resolving Tier-1 technical incidents and escalations in-person and remotely campus-wide; troubleshooting and resolving workstation, desktop, and on-campus network connectivity and off-campus access to campus resources; helping faculty, and staff with Microsoft Office applications, DU system and application support (email, passwords, etc.), hardware, and basic software troubleshooting. This includes in-person and remote support during business, evening hours and/or weekends. Additionally, this position will monitor all field support, to inform service level improvements, training and upskilling of Field Support staff, communicate ongoing problems with co-workers and management and act as an escalation to improve resolution rates at the IT Help Center. This position will also be a resource to Help Center drop-in and phone support staff by acting as the next level in the technical escalation path for account, hardware, and software issues.

 Essential Functions

• Supervision of 5 to 7 hourly, non-benefitted employees which could include student hourly and work-study.
• Prompt response to web tickets and incident resolution through a team and triage response.
• Provides assistance with DU systems/applications and basic software issues for the University community via phone support.
• Ensures quality customer service and is a point of contact for escalated drop-in incidents and/or clients that require additional assistance.
• Trains and upskills staff at the IT Help Center
• Manages workflow of the Field Support team and maintains staffing schedule and coverage for this area.
• Audits web tickets for quality assurance purposes.
• Creates internal documentation for better troubleshooting and for escalation purposes.
• Monitors ticket volume and trends and reports issues to Management.
• Reports problems; discuss needs and recommendations with managers on a regular basis.
• Assists with drop-in traffic as needed as well as any lab issues that may arise.

 Knowledge, Skills, and Abilities

• Good organizational skills, punctuality, and dependability.
• Must be able to communicate with diplomacy, tact, and judgment, both in person and on the telephone. Strong verbal and interpersonal communication skills.
• Ability to gather and organize information for the purpose of identifying needs and possible solutions. Must be able to analyze, troubleshoot, organize work, set priorities and develop possible solutions for problems.
• Ability to prioritize work requests, manage projects, and be able to concentrate and not be distracted while performing task.
• Must be able to perform well under pressure and be able to change behavior in relation to others actions. Ability to adapt to changes quickly
• Demonstrate and update your understanding of Help Center policies and procedures.
• Monitor ServiceNow web incidents for system issues and escalate as necessary. Promptly respond to client inquiries.
• Ability to be a role model and represent the professional image of the University, the Information Technology, and the IT Help Center.

Required Qualifications 

• High school diploma or GED
• 2-3 years of experience as a Field or Phone Support Specialist.
• Good communication, teamwork, and telephone skills.
• Articulate and comfortable with customer duties and skills.
• Previous call center, field support, or IT customer service experience.

Preferred Qualifications

• Bachelor’s degree or equivalent work experience
• Experience working in a fast paced, customer-focused environment.
• Previous experience in a college or university setting.
• Intermediate to advanced experience with Apple and Microsoft Windows operating systems.
• Intermediate knowledge of Microsoft Office, computer network configurations, and Active Directory.

Working Environment

• The work environment is a university with cyclical periods of increased workloads with the possibility of moderate to high stress levels.
• The department is highly automated with attention paid to ergonomics and safety.
• The unit is one of several working collaboratively and cooperatively in a team-based organization.
• The position may require working irregular hours including both weekends and evenings.
• The work environment consists of surroundings with moderate noise levels and frequent contact with electrical devices.

Physical Activities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions which include:

• Ability to sit in front of a computer for an extended period of time.
• Stand, walk, sit, use hands to handle or feel objects, tools or controls; climb stairs; balance; stoop; talk or hear; walk-up flights of stairs.
• The employee must occasionally lift and/or move up to 50 pounds.

Work Schedule

• Monday - Friday, 8:00 a.m. - 4:30 p.m.
• The position may require working irregular hours including both weekends and evenings.

Application Deadline

For consideration, please submit your application materials by 4:00 p.m. (MST) May 1, 2025.

Special Instructions

Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Salary Grade Number

The salary grade for the position is 10.

Salary Range

The salary range for this position is $60,000-$65,000.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.

Benefits

The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:

1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital, family, or parental status, pregnancy or related conditions, national origin, disability, or status as a protected veteran. The University of Denver does not discriminate and prohibits discrimination on the basis of race, color, national origin, ancestry, age, religion, creed, disability, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital family, and parental status, pregnancy, genetic information, military enlistment, or veteran status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the University’s educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; the Americans with Disabilities Act; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; the Equal Pay Act; the Colorado Equal Pay for Equal Work Act; the Colorado Protecting Opportunities and Worker's Rights ("POWR") Act; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For more information, please see the University of Denver's Non‑Discrimination‑Statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.