JOB SUMMARY The University of Connecticut, Information Technology Services (ITS), is seeking a Computer Support Specialist 2 in the Technology Support Center. The successful candidate is an energetic IT professional who is excited about delivering “best in class” services. Under the direction of the Team Lead for the Technology Support Center, this position is responsible for the day-to-day operational support of the University’s IT helpdesk, including level 1 support for all ITS-provided services and support of the University Learning Management System (Blackboard). Provides remote assistance, writes and/or edits informational, promotional, and technical materials to support program activities and knowledge base, serves as a resource to student workers, and participates in the hiring, scheduling, training, and discipline of student workers. The University of Connecticut has been named the top public university in New England for over a decade and is ranked among the top public universities in the nation. The University of Connecticut is also a Carnegie Foundation Research University, a prestigious honor shared by only the nation's top higher education institutions. DUTIES AND RESPONSIBILITIES + Uses standard diagnostic techniques to analyze, identify, and solve problems. + Assists in technology support and training, both remotely and in person. + Assists with technical projects as part of a project team. + Assists with the development of plans and processes that minimize risk to services or systems due to errors. + Collaborates to support learning management system administrative tasks. + Uses support tools, including but not limited to shared document repository, forms, and ticketing system. + Provides user support and customer service on technology-related issues. Troubleshoots problems and advises on appropriate action. Communicates with other IT personnel on problem resolution and status of open cases. + Supports the confidentiality, integrity, and availability of university information as part of the overall University Information Security Program. + Performs related work as required. + Communicate with customers keeping them informed of the progress of their request. + Assists senior technical personnel with the installation, upgrade, and maintenance of university information technology systems. + Positions at this level may supervise students or support employees. + Provides administrative support in hiring, training, scheduling, and discipline of student workers. + Performs related work as required. MINIMUM QUALIFICATIONS + Associate's degree and two years of related experience; OR bachelor’s degree; OR four years of related experience. + Knowledge of Microsoft Windows and Mac OS, Microsoft Office, and related software applications. + Knowledge of personal device configuration. + Skilled in critical thinking, problem-solving, and analysis. + Ability to provide technical training and guidance. + Demonstrated ability to respect diversity and work collaboratively with individuals of diverse cultural, social, and educational backgrounds. + Experience working with and using a ticket-tracking system. + Experience providing technical assistance using remote tools. + The willingness and ability to work occasional weekends and outside normal work hours. PREFERRED QUALIFICATIONS + Professional work experience in higher education. + Experience with the Blackboard system administration interface. + Experience collaborating with multiple units within an enterprise IT organization. APPOINTMENT TERMS This is a full-time, permanent position. The University offers a competitive salary, and outstanding benefits, including employee and dependent tuition waivers at UConn, and a highly desirable work environment. For additional information regarding benefits visit: https://hr.uconn.edu/health-benefits/. Other rights, terms, and conditions of employment are contained in the collective bargaining agreement between the University of Connecticut and the University of Connecticut Professional Employees Association (UCPEA). TERMS AND CONDITIONS OF EMPLOYMENT Employment of the successful candidate is contingent upon the successful completion of a pre-employment criminal background check. TO APPLY Please apply online at https://hr.uconn.edu/jobs, Staff Positions, Search #498755 to upload a resume, cover letter, and contact information for three (3) professional references. This job posting is scheduled to be removed at 11:55 p.m. Eastern time on November 22, 2024. All employees are subject to adherence to the State Code of Ethics which may be found at http://www.ct.gov/ethics/site/default.asp. All members of the University of Connecticut are expected to exhibit appreciation of, and contribute to, an inclusive, respectful, and diverse environment for the University community. The University of Connecticut aspires to create a community built on collaboration and belonging and has actively sought to create an inclusive culture within the workforce. The success of the University is dependent on the willingness of our diverse employee and student populations to share their rich perspectives and backgrounds in a respectful manner. This makes it essential for each member of our community to feel secure and welcomed and to thoroughly understand and believe that their ideas are respected by all. We strongly respect each individual employee’s unique experiences and perspectives and encourage all members of the community to do the same. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. The University of Connecticut is an AA/EEO Employer.