IT Support and Help Desk Administrator (Hybrid)

The University of Connecticut is a top-ranked national university and health-system with its flagship campus located in idyllic Storrs. Designated a Carnegie Research 1 institution, UConn is the state land- and sea-grant university focused on education, research, and service to the state of Connecticut and beyond. The University serves over 33,000 students across seven campuses, 8,550 first-in-family students, and boasts numerous national championships. UConn Health is a top-ranked health provider that delivers groundbreaking medical education, research, and hospital and clinical services to over one million patients each year. In addition, UConn has nearly 300 scientists who are in the top 2 percent of researchers investigating everything from cancer to AI.

UConn continues its meteoric rise as New England's top public University with a record number of applications, continued investment in student success, health, and wellness, recruitment of top faculty, innovation in research, and top-tier athletic programs that also focus on the health and financial literacy of student-athletes. This includes the men's and women's basketball teams, which have brought home three consecutive NCAA National Championship trophies in the last three years. UConn is proud to have 26 national championships across all sports.

Guided by a new strategic plan and the public launch of its most ambitious campaign in history, Because of UConn The Campaign for UConn Nation, UConn is moving boldly into the future. The $1.5B comprehensive campaign spans all schools, colleges, campuses and UConn Health. The Campaign focuses on four pillars that will drive UConn, the state of Connecticut and the world forward. The Campaign pillars support UConn's 10-year Strategic Plan, designed to make education more affordable and a UConn degree more valuable by elevating UConn among its national peers.

• Students First: making transformative investments in financial aid, student health, career readiness, and life skills to improve time-to-degree and career outcomes.
• Academic & Innovation Excellence: driving investment in top faculty and graduate fellows and building the innovation ecosystem of the state and beyond.
• Health & Wellness of People & Planet: focusing on patient care, medical research, and development of life-changing technologies that improve healthcare outcomes.
• Husky Pride: investing in athletic excellence and supporting a thriving UConn Nation that includes more than 290,000 alumni worldwide.

Because of UConn will have a profound impact on the University. It will double the number of named scholarships, fund scientific breakthroughs and advanced lifesaving therapies, and engage UConn Nation in the life and mission of the University like never before.

We seek the top talent in the country to join Husky Nation and help us drive our mission and UConn into the future. We are committed to a caring and supportive work culture, professional and leadership development, and flexibility for high achievers with a passion for higher education.

We're looking for dedicated professionals to drive success and excellence and exemplify our values of integrity, empathy, kindness, accountability, collaboration, transparency, and a commitment to embracing the differences that make us stronger together.

The UConn Foundation is an equal opportunity, affirmative action employer. We celebrate different perspectives and are committed to a welcoming environment that will value your unique experiences and identity. As an organization, we strive for continued growth each and every day.

POSITION SUMMARY

In this IT Support and Help Desk Administrator role, you will be responsible for the day-to-day management of IT systems and end user support issues, including but not limited to: installation, configuration, troubleshooting, training, user assistance, and maintenance. You will also facilitate the resolution of computer hardware and software problems, assist IT leadership to ensure consistency and standardization of software usage within the Foundation, assist or perform server and network systems installation and support, and provide general first level server and network systems support. You may also serve as backup to the other IT staff positions in their absence.

Schedule Note: The hybrid schedule will typically require three days per week in office, but flexibility will be expected should needs arise on other days. This position may also require occasional off-hour work related to Foundation meetings and events, systems maintenance and/or emergency systems issues in collaboration with the IT leadership.

In this role, you will:

• Help Desk Operations and Supervision - Primarily responsible for help desk support and supervision.




• Prioritize, evaluate, resolve and escalate all support requests as required. Ensure that follow-up with customer meets or exceeds standard SLA. Manage the operation and maintenance of the help desk ticketing system and the maintenance of help desk policies and procedures.
• Assist IT leadership with the hiring and training of Help Desk Staff and IT Student Interns.
• Provide Individual and group instruction in the use of technology.
• Assist with user technology needs analysis and solutions recommendations.
• Coordinate efforts to ensure consistency and standardization of software within the Foundation.
• Order parts, equipment and supplies through warranty or purchase agreements. Keep abreast of hardware and software technology.
• Maintenance of printers and other peripherals.
• Hardware and software troubleshooting, replacement, movement, and inventory maintenance.
• Other help desk and project activities as assigned.




• Network System Support and Security - Perform daily network operations and administration, including but not limited to:




• Daily network statistics and event log monitoring, daily backup monitoring, and daily server usage monitoring
• Maintain systems for printing, end-point security, encryption, and patching
• Oversee the overall user account management process for the systems which the IT department is responsible, including audit report generation and remediation
• Assist with IT business systems configuration and operations
• Provide backup administrative support on server, network, and cloud business systems
• Other duties as assigned, including but not limited to: scripting of administrative tasks, code promotion, development of best practices, security audit remediation, and procurement quoting.

Leadership

Provide visible leadership across the entire organization by engaging in organization-wide activities such as department meetings, all-staff meetings, and staff events.

To be successful in the role, you should:

• Be able to lift up to 25 pounds, move equipment and move a rolling cart.
• Be a champion for inclusive priorities both internally and externally.
• Demonstrate excellent oral and written communications skills.
• Be professional, reliable, quick learner and a team player.
• Be self-motivated and able to work without direct supervision
• Demonstrate excellent analytical, decision-making, prioritization, and organizational skills.
• Be able to expand technical skills on own initiative through personal study and/or outside schooling when necessary.
• Be able to travel to Foundation locations outside of Storrs, CT or other designated work sites to provide help desk support for staff meetings, Board meetings, staff events, etc.

Education & Experience

• Bachelor's degree in computer science or related field or equivalent combination of education and experience.
• PC Computer hardware repair and configuration expertise is required.
• Knowledge of security technologies is required.
• Prior customer service experience, preferably in a help desk or related environment.
• In depth knowledge of and experience with latest versions of Microsoft Office Suite and Microsoft Windows client software is required.
• Knowledge of Apple iOS and mobile device management is required
• Experience with client deployment tools is required (preferably Microsoft Intune).
• Experience with latest Windows Server operating systems and network services desirable.
• Technical certification from Microsoft, CompTIA, or ITIL is desirable
• Experience managing Microsoft 365 is desirable.

Salary:

The expected salary for this position is $65,000+. It will be commensurate with qualifications and experience, while also placing an emphasis on internal equity.

Benefits:

Benefits start from day one. We offer medical, dental, and vision plans and will make an annual contribution to your health savings account if enrolled in one of the high-deductible health plans offered by the Foundation.

In addition, there are a few other perks to being a UConn Foundation employee:

• We offer a generous contribution to your 403(b)-retirement plan to help you plan for retirement.
• We place an emphasis on work/life balance. In addition to a hybrid schedule, you will receive thirteen paid holidays, five weeks of paid time off per calendar year, and additional sick time.
• We invest in your professional development. Aside from opportunities to participate in various trainings, committees, and conferences throughout the year, you will also be eligible for tuition reimbursement after one year of employment.

Please inform a Human Resources Representative if you need any assistance completing any forms or participating in any part of the application process due to a disability.