The University of Connecticut, Information Technology Services (ITS), is seeking a highly technical and self-motivated Desktop Support Technician (Computer Support Specialist 2 or Technician 1). The successful candidate is an energetic IT professional who is excited by delivering “best in class” services. Under the direction of the Manager of Device Support, this position is responsible for the day-to-day operational support in the Technology Support Center. This service-oriented position is based in the Storrs campus and supports the faculty, staff, and students at the University. 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 Use standard diagnostic techniques to analyze, identify, and solve problems. Provide assistance 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. Provides user support and customer service on technology related issues. Troubleshoot problems and advise on appropriate action. Communicate with other IT personnel on problem resolution and status of open cases. Respond to inquiries from faculty, staff and students, and assist them in the installation, upgrade, troubleshooting and maintenance of computing devices. Supports the confidentiality, integrity, and availability of university information as part of the overall University Information Security Program. Analyze, record and track software and hardware issues using the central ticketing system, Jira Service Desk. 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. Resolve complex software and hardware problems, and work with users to troubleshoot and implement solutions. Collaborates and Escalates issues within ITS to resolve issues related to server, network, classroom AV and account support. Develop procedures, techniques, or programs to improve the performance and efficiency of software and hardware systems. Use various software and hardware tools, install software and/or hardware, and write/share documentation for hardware, software and tools. Configures and deploys computers using JAMF/ Intune and necessary peripheral devices. Perform regular upgrades to ensure systems remain updated and secure. Work with vendors and leadership to develop or enhance new systems. Develop plans and processes to ensure the availability of IT services or systems in the school. Contribute to technical projects pertaining to information technology services. Perform related duties as required. MINIMUM QUALIFICATIONS Computer Specialist 2: Associate’s degree and two years of related experience or a bachelor’s degree or four years of related experience. Demonstrated ability to communicate effectively through both oral and written means to different populations. Experience in complex networked environments, including cloud services, file sharing, email setup, wireless connectivity, and client-side IP configuration. Demonstrated ability to effectively and clearly communicate technical computing related issues, training and guidance to a non-technical audience. Experience working with Intune and JAMF to manage Windows and Apple devices. Experience with Microsoft 365 and related software applications. Experience using and supporting Microsoft Windows, Mac. OS and iOS. Proven knowledge of university and personal device configurations, including mobile devices. Demonstrated knowledge of printer setup and configuration. Proven ability to work independently. Demonstrated skill in critical thinking, problem solving, and analysis. Computer Support Tech 1 (Inclusive of Computer Support Specialist 2): Associate's degree and four years of experience; OR Bachelor’s degree and two years of experience OR six years of related experience. Demonstrated comprehensive knowledge of multiple technologies used to support computing at a higher education institution. Detailed understanding of the procedures and strategies used in academic support technology focus areas (e.g., faculty support, help desk, computer labs, networking, PC labs, research support and programming, training and development). Demonstrated experience providing technical support in classroom, including familiarity with specialized AV systems, control systems, digital audio workstations, and networked audio/video equipment commonly used in hi-tech classrooms. Experience using and supporting, and managing Microsoft Windows, Mac. OS and iOS Demonstrated knowledge of internet security and data privacy. Demonstrated ability to interpret end-user needs and act on them quickly. Demonstrated ability to work well with people, and work collaboratively with individuals of diverse cultural, social and educational backgrounds. PREFERRED QUALIFICATIONS Computer Specialist 2: Experience in higher education environment. Experience with ticketing systems such as Jira Service Desk. Experience using an inventory tracking system. Experience working in an IT Help Desk. Experience with computer hardware repair. Computer Support Tech 1: (Inclusive of Computer Specialist 2) Experience with utilizing tools for remote support such as BeyondTrust. Experience managing or setting up AI Chat Bot. Experience managing digital signage. APPOINTMENT TERMS The chosen incumbent must possess a willingness and ability to work occasional weekends and outside normal work hours. 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.