IT Support Coordinator

Position Summary:

The Support Services Team in the Computing Services Department provides support for the student computer labs, technology-enhanced classrooms, student Residential Network (ResNet), faculty/staff technical support, and the Computing Services Helpdesk.


This is a twelve-month exempt, at will, full-time position reporting to the Manager of Support Services. Primary position duties include the following:

Provide technical desktop computing support for all faculty and staff, including utilizing Microsoft’s Endpoint Manager (SCCM) for image creation, operating system and application deployment, settings management, and patch management.

Work directly with the Manager of Support Services and the Support Services Team to ensure prompt, professional, and effective technical support is delivered to all ASU customers.

Specific Job Duties (Essential Functions and Responsibilities):

• Desktop system management – utilize infrastructure and tools to manage all staff and faculty workstations on campus, including:

  • Performing direct end-user support diagnosing and resolving issues for hardware and software as well as email, Internet and end-user network access problems.

  • Primary administrator of PC and Mac refresh programs for faculty and staff, including coordinating orders with the budget manager.

  • Primary administrator for all staff and faculty office moves.

  • Primary administrator for maintaining inventory for all faculty and staff workstations.

  • Primary administrator for maintaining the Windows User State Migration system and ensuring accurate user backups and restores.

  • Serve as the secondary administrator of SCCM for image creation, operating system deployment, application deployment, settings management, and patch management.

  • Serve as the secondary administrator of PatchMyPC, operating system deployment, settings management, and patch management.

  • Secondary administrator for Group Policy management.

  • Secondary administrator for maintaining the BitLocker encryption system for Windows using Microsoft BitLocker Administration and Monitoring.

  • Secondary administrator providing technology support for the ASU Police Department.

  • Secondary administrator of the Jamf Mac management system.

  • Working with the server team to develop, upgrade, and maintain infrastructure needed for desktop system management.

• Manage Level 1 Technicians

  • Hire, train, supervise, and mentor the Level 1 technicians and interns.

  • Coordinate various tickets and projects with Desktop technicians, as well as update training materials and end-user resources.

  • Actively participate in appropriate and job-related working groups and committees.

  • Interact effectively and work collegially with a diverse population of faculty, staff, and students to serve their needs in a positive manner that engenders confidence and trust.

  • This role requires the ability to adapt to changing needs, including performing additional duties as assigned that support team goals or organizational objectives.

Qualifications:

Minimum Qualifications:

• Bachelor’s degree in CS, CSCI or related field. Related work experience may be considered as a substitute for the Bachelor’s degree requirement.

• One year of professional work experience in an IT support field.

• Excellent written and verbal communication and interpersonal skills with a strong customer service orientation.

• Strong troubleshooting skills and ability to diagnose problems, fixing them without assistance of others.

• Ability to treat others with respect, civility, and courtesy and to work honestly, effectively, and collegially with employees, students, and the community. This includes the ability to use appropriate conflict management skills to effectively manage any disagreement that might arise or to bring the disagreement to management for assistance in productive resolution when the situation requires.

• Ability to consider alternative and diverse perspectives, to communicate effectively both orally and in writing, to remain poised under difficult circumstances, and to interact effectively with people in a positive manner that engenders confidence and trust.

• Have sufficient mobility to perform duties in small spaces involving crouching, stooping, kneeling and physical ability to perform tasks requiring physical strength to lift 30-45 lbs.

Preferred Qualifications:

• Three or more years professional work experience in an IT desktop computing support field.

• Demonstrated technical abilities and effective teamwork skills in a support services team environment.

• CompTIA A and Net Certification.

• Strong organizational and analytical skills; ability to write purchase justifications, train users in complex topics, make presentations to an internal audience, and interact positively with upper management.

• Experience with Windows Active Directory, LDAP and group policies.

• Experience with Active Directory, MS System Center (SCCM), Google Admin Console, BitLocker, and/or other systems management platforms.

• Extensive knowledge of enterprise class desktop software such as Windows 10 and 11, Mac OS, antivirus, remote management and troubleshooting, asset management and inventory, and printing.

• Experience with Microsoft Office, Google Docs, Google Sheets, and Gmail.

• Knowledge of TCP/IP protocol, routing concepts, and troubleshooting.

• Experience with iOS, Android, and Windows Phone support, and mobile device management solutions.

Conditions of Employment:

The position is a full-time, 12-month exempt at-will administrative position with benefits.

Salary and Benefits: 

The salary range for this position is $46,476-52,872 annually.  In addition to salary, Adams State University offers a competitive benefits program including medical, dental, vision, disability insurance, flexible spending accounts, life insurance, and retirement savings plans. For detailed benefits information please visit our Human Resources Benefits Page. 

How to Apply:

Interested candidates must submit the required application materials described below through the ASU Careers page at: https://adams.wd1.myworkdayjobs.com/ASU.

Required Documents:

• Detailed cover letter, describing interest and directly addressing qualifications for the position;

• Current resume/vita;

• Names and contact information of three professional references; and

• Unofficial transcripts from all post-secondary education institutions attended, with official transcripts required upon hire.

Questions about the position may be directed to: Brittany Raines, Manager of Support Services, at braines@adams.edu.

Review of complete applications will begin November 15, 2024 and continue until the position is filled.

Disclosures:

In compliance with the Immigration Control Act of 1968 candidates for positions must provide proof of eligibility to work before an offer of employment can be made final.

About Us- Diversity & Inclusive Excellence

Adams State University is committed to providing a safe and secure environment for its students, faculty, staff and visitors, and to protecting its funds, property and other assets. Well-informed hiring decisions contribute to this effort. Therefore, Adams State University has adopted a policy on background screening for its prospective, continuing, and returning employees as well as students in certain circumstances. Offers of employment will be contingent upon the completion of an acceptable background check. The information received in response to a background check will be treated as confidential to the extent provided for by law.

Title IX of the Education Amendments of 1972 and Part 106 of the Code of Federal Regulations (CFR) prohibits discrimination on the basis of sex, including in admission and employment. Inquiries about the application of Title IX and CFR 106 to Adams State University (ASU) may be directed to ASU's Office of Equal Opportunity, Director Ana Guevara, and/or to the Assistant Secretary for Civil Rights of the Department of Education. Support resources for sexual misconduct, ASU's  sexual misconduct policies, contact information for the Adams State University's Office of Equal Opportunity & Title IX, as well as a detailed  procedure for filing a grievance due to discrimination on the basis of sex may be found online at  https://www.adams.edu/administration/oeo/reporting-sexual-harassment/.  These  procedures also describe the University's response to reports and/or complaints of sex discrimination or sexual harassment.  

Adams State University is an Equal Opportunity/Affirmative Action employer. Applications are sought from all qualified persons regardless of race, color, sex, disability, and, as covered by law, veteran status. In addition, University policies prohibit discrimination on the basis of religion, national origin, ancestry, age, sexual orientation including transgender status and gender expression, marital status, and parental status.

Adams State University is dedicated to fostering Inclusive Excellence and especially encourages applications from women, people of color, members of the LGBTQ community, veterans, individuals with disabilities, and other historically underrepresented populations. Given the university’s mission and student body composition, the institution is committed to increasing the diversity of its professional staff and is actively seeking qualified applicants who have experiences, skills, and/or personal attributes that augment the perspectives of our current faculty and staff; we will give particular consideration to qualified applicants with experience in ethnically diverse settings or who possess varied language skills and have a record of successful experience in engaging diverse communities and student populations. Additional information about the university and the academic mission may be found at www.adams.edu/academics/

Salary : $46,476 - $52,872