Job Description

Job Description

This position serves as a senior Information Technology (IT) specialist and Help Desk Project Leader within the College of Agriculture and Life Sciences (CALS) IT unit. The role involves supporting faculty and staff both on campus and at over 120 off-campus locations. As a project leader, this position oversees multiple help desk initiatives encompassing computer hardware, software, audiovisual systems, peripherals, and cybersecurity. They will collaborate with customers and IT colleagues to analyze the work environment, anticipate future needs, and help define requirements to ensure CALS IT systems and services meet these needs. They will be expected to identify solutions that provide better, faster, and more cost-effective IT systems and services. Additionally, this position will require expertise in developing IT plans, procedures, and updates for senior management, while also supporting other duties as required.

Required Qualifications

• A bachelor’s degree in information technology, computer science, or an equivalent level of education and experience.
• Several years of experience in IT support, with a focus on help desk operations and project or task leadership. Experience in an academic or large organizational setting is beneficial.
• Proficiency in computer hardware, software, audiovisual systems, and IT security.
• An in-depth knowledge of Windows and working knowledge of macOS is essential.
• Demonstrated ability to lead IT projects and tasks, including planning, communications, execution, documentation, IT staff training (if applicable) and evaluation.
• Strong analytical skills to diagnose issues and develop effective solutions.
• Excellent verbal and written communication skills to interact with faculty, staff, and IT colleagues. Ability to explain technical concepts to non-technical users.
• A commitment to providing high-quality IT support and improving customer satisfaction is a must. Ability to work collaboratively with diverse groups of people.
• Must be highly organized and willing to work in a dynamic environment that will require the attainment of new skills as needed.

Preferred Qualifications

• Advanced degrees or certifications are a plus.
• Ability to stay current with emerging technologies and adapt to changing IT environments and customer needs.
• Experience with endpoint management tools: InTune, BigFix, and Jamf.
• Experience with collaboration tools: MS Teams, ServiceNow, SharePoint, and Zoom.
• Advanced knowledge in cybersecurity practices and protocols, including experience with security audits and compliance.
• Audiovisual conferencing system support experience.
• Experience with university policies, procedures, and systems.
• Systems administration experience.
• IT asset management / inventory experience.
• Critical thinking skills and creativity in problem-solving