Campus Pride Jobs

POSITION OBJECTIVE

Working under general supervision, design and implement mid-range services to keep university core technical services running at specified service levels to enable reliable and robust services. This includes provisioning, operating, and maintaining specialized applications to run at specified service levels. Implement installation, configuration, daily operation, and maintenance procedures in coordination with departments and vendors. Document, audit, maintain, and support security processes. Make proactive recommendations for improving the functionality and reliability of these applications. The position works with applications across multiple business units which are essential to the operation of the university and may impact the safety and security of the campus.

ESSENTIAL FUNCTIONS

1. Function as a service manager and provide primary day-to-day operational and technical support for specialized university application systems and related hardware components. Work with end-users and vendors to identify and remediate system issues in a timely manner. Identify requirements and coordinate changes with other University Technology groups. Perform routine hardware installation, maintenance, and removal. (50%)
2. Produce and maintain thorough documentation for supported applications, including the overall architecture, integrations, configuration, network topology, change procedures, troubleshooting procedures, and an inventory of related equipment. Maintain help desk support scripts. Provide training and documentation for front-line support staff. (20%)
3. Ensure that systems meet applicable information security standards. Keep up to date with security technology, implement security patches and audit configurations to maintain security of enterprise systems in conjunction with the Information Security Office. Perform regular operating system maintenance on on-premise servers that have specific downtime requirements. Coordinate application patches and updates with vendor support or campus technicians. Work with departments to schedule downtime and assist in implementing appropriate mitigation strategies. Ensure updates are approved through change management processes. Participate in business continuity and disaster recovery initiatives. (15%)
4. Proactively monitor system performance and perform regular audits of usage. Grant and revoke access to systems and underlying servers per established security policies. Identify bottlenecks and make suggestions for operational efficiencies. Work with end-users to implement system improvements. (10%)

NONESSENTIAL FUNCTIONS

Perform other duties as assigned (5%)

CONTACTS

Department: Moderate contact with staff in the network engineering group when deploying, maintaining, or troubleshooting some types of specialized hardware devices. Moderate contact with server and storage engineering when deploying, maintaining, or troubleshooting physical and virtual servers. Regular contact with University General support staff and student technicians for day-to-day operations.

University: Regular in-person and virtual contact with departmental application owners when deploying, maintaining, or troubleshooting applications. Key departments include Access Services, Dining, Facilities Services, and Public Safety.

External: Regular in-person and virtual contact with vendor implementation or support staff when deploying when deploying, maintaining, or troubleshooting applications.

Students: Infrequent contact with students who may be using supported applications.

SUPERVISORY RESPONSIBILITIES

May supervise the training and performance of student technicians.

QUALIFICATIONS

Education and Experience: Associate's degree (bachelor's preferred) or relevant certification and 3 years of experience - OR - High school education and 7 years of experience.

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