Job Details

IT Client Technical Support Analyst

Position Number: 6209024
Location: Boulder, CO
Position Type: Computing - Support and Training

IT Client Technical Support Analyst

Requisition Number: 64170
Location: Boulder Colorado
Employment Type: University Staff
Schedule: Full Time
Posting Close Date: 19-May-2025
Date Posted:

Job Summary

The Leeds Technology Services IT Client Technical Support Analyst is responsible for software application support and hardware support for Leeds Faculty and Staff. This role requires advanced technical skills and in-depth knowledge of computer systems, operating systems, and their applications across a variety of settings. The Support Analyst demonstrates expertise in various hardware platforms, operating systems, application environments, and user interfaces. These skills are crucial for addressing the needs of the user community, providing informed recommendations, and implementing changes to the technical environment and support structures.

Operating with a high degree of independence, the Support Analyst is responsible for installing, configuring, and maintaining a wide range of applications and systems. This professional role supports the Leeds School of Business by researching, deploying, and solving hardware and software issues for desktops, laptops, mobile devices, and peripherals. It also includes proactive management of computer systems within a Microsoft Active Directory environment.

Educate users, recommend standard methodologies for computer usage, and build a synchronized IT strategy with LTS leadership. Additionally, this role assists employee onboarding and provides training for student employees within LTS. This position develops trusted, collaborative relationships with customers, and ensures their IT needs are represented and advocated for effectively.
CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.

Who We Are

At Leeds, we have an unprecedented vantage point, and while we're located at the foot of the Rocky Mountains, we're not talking about the scenery. Set in the heart of Boulder, Colorado-one of the nation's most vibrant business communities-Leeds offers unparalleled access to world-changing entrepreneurs, national research institutions and award-winning faculty!

What Your Key Responsibilities Will Be

System Operations & Customer Service

Computer System Management:

Responsible for managing and overseeing 300+ computer systems and peripherals, proactively maintaining Windows and MacOS devices within an Active Directory environment. This includes identifying potential security risks and collaborating with users, customer representatives, and service owners to effectively remediate those risks.

Problem Resolution

Exercise independent judgment to determine the most effective methods for resolving computer issues while adhering to CU Boulder's computing policies and standards. Regularly encounter novel system and application problems without predefined solutions, requiring creative thinking, research, and experimental approaches to develop appropriate technical resolutions. Collaborate with team members to ensure solutions maintain the integrity of equipment and systems.

Knowledge Management

Create and update knowledgebase documentation detailing new processes and procedures. Keep support tickets in the Service Now work management application up-to-date with current status and detailed actions taken. Communicate necessary follow-up tasks to relevant team members. Maintain inventory records for computer equipment.

Technical Support

Provide maintenance and address issues for computer systems and applications running on Windows and MacOS platforms. Act as the primary technical support analyst for faculty, staff, and students, ensuring a high level of customer service.
Explain complex technical issues and solutions in clear, non-technical terms.
Offer limited customer training and recommend standard processes for computer use.
Provide remote support via Bomgar remote support tool, answer Help Desk support phone line, and provide walk-in customer support.
Assist with event A/V setups.
Install software compatible with both platforms.
Map network drives and printers.
Initiate warranty claims with hardware and software manufacturers.
Back up customer data.
Reinstall operating systems.
Replace hardware components.
Install requested applications.
Restoring customer data.
Assist with initial computer setup.

Collaboration and Service Optimization

Collaborate with customers and student technicians to assess and refine help desk services to effectively address the technology needs of faculty and staff. Implement future help desk enhancements and upgrades as planned and designed by the Leeds IT management team.

Student Technician Guidance

Guide and mentor student employee team members to ensure consistent performance and outstanding customer service. This includes fostering a collaborative environment where ideas and solutions are openly shared, providing constructive feedback, and setting a high standard for technical expertise and customer service. This role is also responsible for delegating tasks effectively, ensuring that team goals align with department objectives, and serving as a point of escalation for complex issues. By promoting teamwork and accountability, the team lead plays a critical role in maintaining a high-functioning and supportive IT environment.

General IT Technology and Computer Procurement

This position assists with IT procurement for Leeds faculty and staff, providing consultation on purchasing computers and monitors. Responsibilities include guiding faculty and staff through the purchasing process, placing orders, and managing the renewal and replacement (R&R) needs for relevant technologies.

Computer Inventory and Disposal Management

Record new inventory entries into the appropriate inventory management systems, such as Cheqroom or Salesforce, and update records to reflect changes in ownership when computers are reassigned.
Conduct a comprehensive annual audit of faculty and staff computers to ensure the accuracy of inventory records. This process involves verifying the location, ownership, and condition of all devices. Any discrepancies are identified and resolved to maintain a precise and reliable inventory database.
Catalog and label computer equipment and peripherals marked for disposal. Enter these items into the campus surplus inventory system, ensuring compliance with university policies for responsible disposal or redistribution of technology assets.

Tier 1 Classroom Support

Serve as the first point of contact for classroom support, assisting faculty and staff with technology needs. Respond to classroom support calls and provide in-person, first-response assistance to address immediate issues. Diagnose and resolve hardware and software issues related to classroom technology, including computer projection systems and audio/visual equipment.
Raise complex or unresolved issues to the classroom manager as needed, ensuring timely and efficient resolution of technical problems.

Technical Training and Communication

Identify and communicate service alerts related to IT infrastructure as well as general updates on known issues and their resolutions. Deliver training on standard methodologies for software and hardware usage, including support for platforms and tools such as Canvas, Zoom, Teams, Office Suite, iClicker, and Adobe products.
Support the Associate Director of Operations in LTS with new staff onboarding and training new LTS student technicians. Deliver ongoing training for student employees, covering topics such as ServiceNow policies and procedures, customer service etiquette, and other crucial operational practices.

What You Should Know

This position offers a fully in-person work modality. The work schedule is Monday-Friday and hours may vary by day but will fall within 7:30 am-7:00 pm. 1-2 times per week, the shift will end at 7:00 pm.

What We Can Offer

The hiring range for this position is $48,000-$56,000. Relocation is available for eligible candidates.

Benefits

The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.

Be Statements

Be effective. Be supportive. Be Boulder.

What We Require

Bachelor's Degree from an accredited institution or an equivalent combination of experience and/or education.
Substitution: Experience in desktop or helpdesk support, supporting Windows and Mac computers may be substituted on a year-for-year basis for education.

What You Will Need

Ability to manage Windows and Mac computers in an enterprise environment, including backing up and restoring data on Windows and MacOS using established industry backup utilities and processes.
Ability to consistently deliver outstanding customer service.
Ability to explain complex computer problems and resolutions in clear non-technical terms.
Skilled in providing technical end-user training in an enterprise IT environment.
Ability to situationally adapt and manage customer expectations.
Confident to recommend efficiencies and standard processes for computer use.
Ability to onboard and train teammates.
Excellent written and verbal communication skills.
Ability to build relationships with a variety of partners and provide customer service that exceeds customer expectations.
Proficiency with various technical tools and programs such as ServiceNow ITSM, Bomgar remote support tool, and SharePoint.
Comfortable taking initiative and working independently depending on the circumstance to ensure results are achieved.
Skilled in solving problems and experienced in finding solutions.
Promotes creating an environment to reflect our values and vision at Leeds.

Special Instructions

To apply, please submit the following materials:

A current resume.
A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.

We may request references at a later time. Please apply by May 19, 2025 for consideration. Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs.
In compliance with the Colorado Job Application Fairness Act, in any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

To apply, visit https://jobs.colorado.edu/jobs/JobDetail/IT-Client-Technical-Support-Analyst/64170