As a User Support IT Professional, you will provide technology support to two scientific departments in the UMN Medical School and the administrative center that supports those departments. These units comprise over 200 individuals total, though only a small portion of them will require technology support at any one time. Your primary job responsibilities include deployment and support of technology hardware and software and technology-related project management. This position reports to and is co-supervised by the Department Administrator for the Department of Pharmacology; the other co-supervisor is the Department Administrator for the Department of Microbiology & Immunology. You will work in the Medical School district on the East Bank of the UMN Minneapolis Campus, as well as in the Biomedical Discovery District on East Bank. Users will contact you via phone, email, or a ticketing system that you will implement to report technology problems and concerns that you will work to address with the requestor and other stakeholders as necessary.
Duties and Responsibilities
Technology Support – 50%
Prioritize and process service requests while providing excellent customer service. Follow up with staff to ensure excellent customer service.
Proactively anticipate support needs by developing relationships and taking action to initiate appropriate support.
Identify opportunities that improve operations and customer service. Tabulate, calculate and analyze issue data and make recommendations for improvement.
Establish clear lines of communication to ensure certainty of support timelines.
Provide on-site technology support for non-classroom meetings and events as needed.
Technology Deployment – 20%
Install and configure computer software and hardware and peripherals.
Deploy workstations to staff and assist in managing hardware inventory and software licenses.
Analyze, plan, and implement hardware and software upgrades.
Project Management – >30%
Implement a ticketing system (e.g. HelpDesk, Zendesk) to manage and prioritize requests.
Create project plans and manage execution, ensuring tasks are being completed on time.
Coordinate work with outside vendors and consultants.
Document work processes to ensure consistent, repeatable results.
Backup support - <5%
Serve as technology support backup for the Department of Integrative Biology and Physiology.
Serve as second technology support backup for the Department of Neuroscience.
All required qualifications must be documented on application materials
Bachelor’s degree or a combination of relevant education and/or work experience to total four years.
Ability to manage IT needs for two Departments
Experience and proficiency with Windows and Mac operating systems, Microsoft Office and Google Apps Suite.
Experience installing and supporting personal computers and laptops.
Experience with network printers and the ability to repair mechanical devices.
Experience with drive mapping and network File Servers.
Strong communication, general troubleshooting, and problem solving skills.
Friendly presence and helpful attitude; excellent interpersonal skills and ability to work well with others at all levels of the organization.
Ability to work responsibly with or without direct supervision.
One year of experience
Experience supporting audio and visual technology during meetings.
Experience with Microsoft Active Directory.
Experience with network technologies and the ability to troubleshoot network problems.
Familiarity with Data Security practices and associated technologies.
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.