Desktop Support Liaison

Position Summary

The Desktop Support Liaison role is a hands-on position that engages in daily end-user support for students, faculty, and staff. Our team understands the intricate interconnections of all IT systems and services, and we excel at guiding our clients through them. As liaisons, we serve as a valuable resource to the entire university community.

Reporting to the Desktop Support Supervisor, you'll solve challenging issues, attend project status meetings, engage in idea sharing, and contribute to problem-solving sessions with questions. This is a

We encourage a culture of knowledge-sharing. Your inquisitiveness will be an asset. We're committed to fostering your professional growth and skills in areas that interest you. Above all, we seek team members who prioritize student success-whether through ticket advocacy or mentoring and advocating for our student employees, staff, and faculty.

Qualities we value are collaboration, curiosity learning, change acceptance, communication, leadership, and a student-centric approach

Responsibilities:

As a valued member of Client Services, you play a crucial role in supporting the MSU Denver community-students, faculty, and staff. Your expertise spans many technical areas, including computer hardware, software, peripherals, and user accounts. Let's dive into the specifics.

Technical Support Delivery, Collaboration & Outreach

Problem Solving: You'll engage in problem determination, root cause analysis, and resolution for networking, Active Directory, desktop hardware, and software issues.

Resource Utilization: You'll leverage available technical resources, you'll provide service while adhering to established service levels.

Hands-On Tasks: Your tasks include installations, relocations, data backup/restores, computer virus management, and data migrations.

Tier 2 and Tier 3 Support: You'll manage a case load of requests and incidents, prioritizing them based on a first-in, first-out basis through our ticketing system, walk-up, and phone support.

Client Awareness: By promoting new services and informational resources, you'll enhance clients' technological understanding within the MSU Denver community.

Student Mentorship: Guiding student employees through structured training, one-on-one coaching, and skills evaluations is a necessary part of your role.

Project Research, Reporting, & Documentation

Research: When issues escalate, you'll conduct in-depth research, collaborating with other ITS teams to devise strategic solutions.

Training and Presentations: Prepare and deliver training sessions and presentations to both customers and colleagues. Cover topics ranging from current technologies to upcoming ITS plans and process changes.

Requirements Analysis: Structured requirements gathering and analysis will guide your design and resolution recommendations.

Knowledge Management Create knowledge base articles to enhance support capabilities and empower colleagues in handling issues.

Process Improvement: Identify opportunities to enhance existing processes and develop implementation plans for recommended solutions.

Personnel and Customer Relationship Management

Partnership Building: You'll collaborate with university departments to ensure satisfaction with our IT service delivery. By understanding their needs and concerns, you'll strengthen our partnerships.

Customer Advocacy: As the voice of our customers, you'll advocate on their behalf, especially when dealing with complex issues. Your goal is to ensure effective resolution and maintained relationships.

5% Other responsibilities as assigned, including special project assignments.

Occasional after-hours or on-call work may be required. While infrequent, you may be periodically asked to travel for conferences or training opportunities.

Required Qualifications

• 3+ years' experience providing customer service in an Information Technology environment

• Experience troubleshooting of network connectivity issues including TCP/IP, routing, DHCP, and DNS.

• Experience troubleshooting and supporting MS Windows 10+, and Microsoft Office Professional.

• Experience using and supporting Mac desktop OS (10.13+).

• Experience troubleshooting a range of computer hardware, software, peripherals and user accounts.

• Hands-on experience with Active Directory.

• Hands-on experience with Microsoft Office 365 or G-Suite in an enterprise environment.

• Able to bend and lift up to 40 pounds and walk up to 2 miles per day.

Important Note: Successful applicants will ensure their resumes clearly demonstrate that their work experience describes how they meet ALL required qualifications.

Preferred Qualifications

• Bachelor's Degree from an accredited College or University

• Experience troubleshooting audiovisual equipment.

• Experience with MS Azure

• Experience using ITSM methodology for incident management.

• Experience using and supporting Canvas LMS software

• Experience troubleshooting mobile operating systems including iOS and Android.

• Experience working in an information technology environment in a higher education setting.

• Comptia N+ certification.

• Experience developing and leading training.

• Experience with technical writing.

• Experience working with customers with no technology background

Salary for Announcement:

Under Colorado law, MSU Denver is required to provide a reasonable estimate of the compensation range for this role and should not offer a salary outside of the range posted in this job announcement. This range takes into account a variety of factors including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, analysis of internal equity, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience.

The salary range that the University reasonably expects to pay for this position is $53,000 - $60,000.

Schedule Information:

Full-time, 40 hours per week
Exempt
Days of the Week: Mon - Fri 8-5
Schedule: This is an on campus position
Travel: Rarely

Instructions to Apply:

To ensure full consideration, applications must be received by 11:59pm (MT) 3/8/2025
For full consideration, please submit the following documents:
Resume
Cover letter describing relevant job experiences as they relate to listed job qualifications and interest in the position

Applications that do not contain all required documents may not receive full consideration.
3 professional references will be required of the finalist. One reference must be a prior supervisor.
Official transcripts will be required of the candidate selected for hire.

Internal applicants must apply through their MSU Denver Workday profile by searching 'Find Jobs'.

Open Until Filled

The University's benefits package is comprehensive and offers medical, vision and dental, free RTD pass, tuition reimbursement, as well as a life and supplemental insurance plans, retirement plans and other programs, such as accessto a long-term disability (LTD) plan.Visit MSU Denver'sbenefits websiteto learn more.

For a brief overview, please see: https://www.msudenver.edu/wp-content/uploads/2024/01/MSU-Benefit-Summary.pdf.

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at totalrewards@msudenver.edu.

Background Checks

Metropolitan State University of Denver is dedicated to ensuring a safe and secure environment for our faculty, staff, students, and visitors. To Assist in achieving that goal, we conduct background checks on all finalists for positions at the University prior to employment.

Metropolitan State University of Denver is a unique, access-oriented campus community that values diversity, equity, and inclusion in all its forms. Our student population consists of nearly 58% first generation students and over 50% students of color. We are a designated Hispanic Serving Institution located in downtown Denver.

We create an equitable learning and working environment in concert with individuals who consistently demonstrate commitment to equity and inclusion. We greatly value the diverse identities and perspectives of our students, faculty, and staff and recognize that in order to achieve a just and equitable society, diversity must go beyond simple representation. It requires critical inquiry and dialogue and a commitment to action. We strive to provide a culture of belonging for all community members to achieve personal and professional success.