This job has Expired
Information Systems Specialist: Open to Internal Candidates Only
Job Description
Operating Title
Information Systems Specialist: Open to Internal Candidates OnlyLong Classification Title
Information Systems SpecialistCampus Location
DurhamDepartment
UNH Desktop ManagementSummary of Position
As a member of the Desktop Management & Business Application Support area of Enterprise Technology & Services, this role combines strong technical skills with exceptional customer service. Provides on-site and remote technical support and assistance as part of a team servicing multiple departments/operational zones of the UNH Durham community.
Works both independently and collaboratively to provide critical end-user support functions including deployment, monitoring, and maintenance of Windows and Mac hardware and software; troubleshooting network and printing issues; computer lifecycle and IT asset management, configuration, and replacement. Applies advanced knowledge of industry standards, best practices, and USNH policies to provide a wide range of support for both hardware and software. Provide next-level customer service support for the daily IT operations of assigned colleges and business units on the Durham campus and remote business units located throughout New Hampshire.
Responsible for executing policies and procedures for ensuring the smooth operation of computing resources including software and hardware support, collaborate with units to strategically plan hardware and software transitions, provide hands-on training of various software and systems used throughout USNH. Assist and coordinate in the setup and use of technology during events.
Supervises broadly defined projects and/or programs, such as developing project plans and specifications, developing and maintaining project management information, and developing and maintaining documentation.
Acts as main point of contact with clients; must be able to communicate effectively with non-technical users. Proactively maintains up-to-date knowledge of new technology and makes recommendations for improvement. Establishes regular in-person and email communications with IT management and zone-are clients regarding pertinent enterprise IT activities.
Works both independently and collaboratively to provide critical end-user support functions including deployment, monitoring, and maintenance of Windows and Mac hardware and software; troubleshooting network and printing issues; computer lifecycle and IT asset management, configuration, and replacement. Applies advanced knowledge of industry standards, best practices, and USNH policies to provide a wide range of support for both hardware and software. Provide next-level customer service support for the daily IT operations of assigned colleges and business units on the Durham campus and remote business units located throughout New Hampshire.
Responsible for executing policies and procedures for ensuring the smooth operation of computing resources including software and hardware support, collaborate with units to strategically plan hardware and software transitions, provide hands-on training of various software and systems used throughout USNH. Assist and coordinate in the setup and use of technology during events.
Supervises broadly defined projects and/or programs, such as developing project plans and specifications, developing and maintaining project management information, and developing and maintaining documentation.
Acts as main point of contact with clients; must be able to communicate effectively with non-technical users. Proactively maintains up-to-date knowledge of new technology and makes recommendations for improvement. Establishes regular in-person and email communications with IT management and zone-are clients regarding pertinent enterprise IT activities.
Acceptable minimum level of education
Associate'sAcceptable minimum years of experience
3-5 yearsAdditional Job Information
UNH is a federal contractor within the meaning of the Executive Order on Ensuring Adequate COVID Safety Protocols for Federal Contractors. This position may require that you be vaccinated against COVID-19 in the future, unless you apply for and receive a religious or medical exemption. You may not test out of this requirement.
Posting Number
PS3775FY22Other minimum qualifications
- Associate’s degree and four years of experience, Bachelor’s degree and two years of experience, or combination of education and/or experience equal to six years.
- Expertise in multiple information technology areas (networks, configuration management, security, operating systems, software) and experience with both Windows and Macintosh OSX computer platforms, handheld devices/smartphones, and networking.
- Endpoint management experience (Active Directory, Configuration Manager, InTune, JAMF, or comparable systems)
- Computer hardware replacement/upgrade skills such as memory upgrades, hard drive, system board, display replacements, etc.
- Strong customer-focused support skills.
- Organizational skills and effective oral and written communication skills.
- Project management, strategic planning, and asset management experience
- Valid driver’s license.
Additional Preferred Qualifications
- Proven knowledge of/or experience with USNH acceptable computing practices and security policies and procedures is highly desirable. ITIL certification, use of ITSM software tools to process customer requests. Ability to analyze data for trends to aid in continuous improvement recommendations.
- JAMF/SCCM/M365
- Project management skills.
- Customer service experience.
- Experience in higher education.
Salary Information
Salary is complemented by a comprehensive benefits package which includes medical, dental, retirement, tuition, and paid time off.
Quicklink for Posting
https://jobs.usnh.edu/postings/53442Percent Time Information (FTE)
1.00Grade
18EEO Statement
The University System of New Hampshire is an Equal Opportunity/Equal Access/Affirmative Action employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.
Institution Information
The University of New Hampshire is an R1 Carnegie classification research institution providing comprehensive, high-quality undergraduate and graduate programs of distinction. UNH is located in Durham on a 188-acre campus, 60 miles north of Boston and 8 miles from the Atlantic coast and is convenient to New Hampshire’s lakes and mountains. There is a student enrollment of 13,000 students, with a full-time faculty of over 600, offering 90 undergraduate and more than 70 graduate programs. The University actively promotes a dynamic learning environment in which qualified individuals of differing perspectives, life experiences, and cultural backgrounds pursue academic goals with mutual respect and shared inquiry.
The UNH Diversity Resource Guide with information and programming available in the seacoast area, New Hampshire, and the region can be found here: https://www.unh.edu/hr/diversity-resource-guide
Posting Date
02/03/2023Open Until Filled
NoClosing Date
02/13/2023Posting Open to Internal Candidates Only?
YesInterested Internal Candidates Exist?
YesJob Category
Salaried Staff (Exempt)Appointment Type
RegularDrivers License and Physical Requirements. Please check all items that apply.
Valid Drivers License and Safe Driving RecordDuty/Responsibility
Customer Support
Problem solve, develop solutions, document fixes and workarounds, and research/resolve complex problems appropriately, independently, and effectively prioritize and execute tasks in a fast-paced environment.
Problem solve, develop solutions, document fixes and workarounds, and research/resolve complex problems appropriately, independently, and effectively prioritize and execute tasks in a fast-paced environment.
- Customer support: Able to foster strong business relationships and effectively communicate with the user community. Assist and advise clients concerning the implementation of technology appropriate for their needs; respond to clients’ information technology problems; resolve problems as assigned, analyze complex information technology problems, and coordinate assistance to resolve problems when needed; explore and recommend a comprehensive range of solutions for a broad audience.
- Security including adherence to policies and procedures: monitor security, investigate security problems, and recommend corrective action as assigned, such as assisting with operation and maintenance of application software security facilities. Keep current with all USNH IT Security recommendations.
- Training and instruction: develop and coordinate training and make presentations concerning policies and procedures, which may include training key users in application system functionality.
- Documentation: identify and satisfy documentation needs, such as creating documentation to accompany implementation of new or modified application software; ensure quality and consistency in documentation; write and edit sophisticated documentation, which may be highly technical, in a format understandable to clients.
- Research solutions for trouble cases, document fixes, and workarounds. Communicate large-scale fixes with constituents when appropriate.
- Use Enterprise ticketing system to document incidents, fixes, and workarounds. Identify trends and research historical data necessary to better support clients. Collaborate with colleagues in other colleges and USNH IT when appropriate.
- Project management: Supervise broadly defined projects and/or programs, such as developing project plans and specifications, developing and maintaining project management information, and developing and maintaining documentation.
Duty/Responsibility
Endpoint Support and Management
Provide hardware/software installation, maintenance, troubleshooting, and support for zone faculty and staff. Perform the following duties:
Provide hardware/software installation, maintenance, troubleshooting, and support for zone faculty and staff. Perform the following duties:
- New computer setup. Configure domain accounts and populate college Active Directory Organizational Units for college and department-specific systems management, create user accounts, assist client with login, account configuration, and printer configuration.
- Software installation and/or maintenance: coordinate the tracking, implementation, and testing of software, which may include participating in the installation of vendor-supplied application software and/or the implementation of complex maintenance modifications to existing application software.
- Hardware development and/or installation: assure compatibility and coordinates development, construction, and testing of technology hardware and hardware configurations; create hardware solutions.
- Hardware maintenance and troubleshooting: manage hardware maintenance program and use expertise, technical manuals, shop guides, and other training and technical references to repair, maintain; troubleshoot, and install information technology, hardware.
- Network infrastructure: manage major network operating systems and train staff to support network functionality.
- Account setup. Based on USNH IT guidelines, determine eligibility for accounts. Assist clients with appropriate account sponsorships, new employee account requests, work with clients to configure computers and devices.
- Provide expertise during crisis situations. (Virus, disaster recovery). Provide back–up support for the team when needed.
- Skill advancement and training.
Duty/Responsibility
Resource Lifecycle Management
Critical to the success of the endpoint replacement cycle, lead and/or participate in strategic and project planning as part of information and resource management and asset life cycle. Data must be maintained to a high degree of accuracy.
Critical to the success of the endpoint replacement cycle, lead and/or participate in strategic and project planning as part of information and resource management and asset life cycle. Data must be maintained to a high degree of accuracy.
- Information management (databases, information warehouses): Manage and coordinate the implementation and operation of a department/unit management information system, which may include implementation and operational oversight of automated processing schedules, development of calendars to coordinate critical events processing with various application systems, and operational maintenance of application software libraries.
- Strategic and tactical planning: Participate in strategic and tactical planning, such as teaching lab and classroom technology refresh planning, and end-user life-cycle asset refresh planning.
- Manage replacements list for business unit. Transition end-of-life machines by submitting to SEED and surplus and arranging for delivery of items.
- Recommend purchases when machines exceed usable life or suffer catastrophic hardware failure. Update, distribute, and track loaner equipment as needed.
- Asset management. Track ownership and perform physical inventory on university equipment. Track end-of-lifecycle machines.
Duty/Responsibility
Other duties and tasks as assigned.
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