University of Colorado Boulder · 1 day ago
Dedicated Desktop Support Professional
Boulder, CO
Full-time
Hybrid
Entry Level
$50K/yr - $54K/yr
2+ years expThe University of Colorado Boulder is seeking a Dedicated Desktop Support Professional to provide technical support to university departments. This role involves installing, configuring, and troubleshooting hardware and software, while delivering exceptional customer service and managing computer systems in a hybrid work environment.
Universities
Responsibilities
Manage ticket queues for assigned primary departments by working alongside teammates in a collaborative environment to diagnose, troubleshoot, repair, and maintain computer equipment, mobile devices, and peripherals for university departments on campus
Exercise independent judgment in determining the best method to resolve a given computer problem and determine whether the problem can be resolved to the customer’s satisfaction within the confines of computing policies and standards of CU Boulder
Position will regularly encounter new computer problems without a previously prescribed solution and have the ability to think creatively and proactively; often conducting research and trial experiments to resolve appropriate technical solutions, without compromising the integrity of the equipment
Interact primarily with faculty, staff and student employees on a regular basis and deliver a high level of customer service
Explain sophisticated computer problems and resolutions in clear non-technical terms, provide a limited degree of customer computer training, and recommend guidelines for computer use
Dedicated Desktop Support Professionals are expected to conduct themselves in a professional, respectful manner at all times; managing customer relationships and expectations appropriately, adapting to the clientele they support. This includes but is not limited to exercising good judgment with language and tone when working with a customer. This also includes understanding the different audiences (faculty, students, and staff) and interacting with each appropriately
Responsible for the management and oversight of 100 to 200 computer systems and occasionally mobile devices
Proactively manage Windows computers using Microsoft Endpoint Configuration Manager (MECM) and Microsoft Active Directory, including management of security groups, computer principles, and Group Policy Objects
Consult with key personnel in supported departments to determine business needs, and consequently decide how to organize and subdivide the department’s Active Directory OU structure and customize the Group Policy Objects to meet the technological requirements of each business unit
Proactively handle Apple computers in a similar manner using Jamf in parallel with Active Directory
Manage file server permissions for the department and customize the structure of the share point to meet the business needs of the supported department in accordance with Dedicated Desktop Support guidelines and standards
Sensitive or private data may exist within supported departments, and this position is responsible for securing the information in accordance with university policies in conjunction with the management team and the IT Security Office
Create and update documentation that describes all customizations performed for supported departments. This includes technical information on AD layout, file server layout, specialized applications, specialized OS loadset images, asset inventory of supported devices, and contact information for supported customers
With assistance from the Dedicated Desktop Support Managers and Senior Dedicated Desktop technical staff, plan and design future enhancements or upgrades to the departmental application software and hardware to enhance productivity and ensure a high level of service reliability, including activities such as evaluating the feasibility, compatibility, performance, and cost effectiveness of potential system upgrades
Responsible for implementation of the future enhancements/upgrades planned for and designed by the desktop management team
Coordinate with users, departmental liaisons, and Office of Information Technology staff to determine their needs, and present recommendations on purchases and installation
Meet with department customers on a regular basis to understand business objectives, assess if technical solutions are meeting their needs, document findings, and determine next steps
Develop department-specific service migration strategies to meet departmental technical needs
Expand technical skills and expertise by acquiring knowledge in new technologies, systems, applications, procedures, and tools and share the knowledge with the Desktop Support team
Following the established Desktop Support project management process, develop, test, implement, train staff, and maintain technological tools for use within the Dedicated Desktop Support team
Evaluate the effectiveness of new products, new procedures, and new technologies, by regularly consulting and interacting with the research and development colleagues in Dedicated Desktop Support team
Qualification
Required
Bachelor's Degree from an accredited institution. A combination of education and relevant work experience may be substituted for the degree on a year-for-year basis
Two years of experience in an IT support or IT functional area
Excellent written and verbal communication skills, including the ability to form relationships and provide customer service that exceeds customer expectations
Ability to quickly learn new computer technology on own initiative, unaided or as part of a team
Preferred
Experience fixing both Mac and PCs
Experience with Active Directory and Jamf
Benefits
Medical
Dental
Retirement plans
Generous paid time off
Tuition assistance for you and your dependents
ECO Pass for local transit
Company
University of Colorado Boulder
University of Colorado Boulder is a bold, innovative community of scholars and learners who accelerate human potential
5001-10000 employees
H1B Sponsorship
University of Colorado Boulder has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Late StageTotal Funding
$29.19MKey Investors
US Department of Commerce, Economic Development AdministationU.S. Environmental Protection AgencyNational Science Foundation
2023-10-10Grant· $1.4M
2022-06-28Grant· $0.03M
2021-09-29Grant· $22M
Leadership Team
Kristin Masker
Associate AD Budget & Finance
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