IT Specialist - Engineering IT Shared Services

Duties & Responsibilities

• Customer Service and Support:
• Delivering excellent customer service by responding to requests in person, on the phone, or via email in a timely, polite, and professional manner.
• Working on a team of IT professionals supporting the instructional, research, or administrative customers of the Grainger College of Engineering.
• Working with units, teams, and individuals to provide the unique technological needs for their instructional, research, and administrative technology environment.
• Working to build relationships with customer community by proactively communicating relevant information and discussing their needs, initiatives, and service levels through periodic meetings.
• Working to resolve customer satisfaction issues.
• System and Network Support:
• Assisting in planning, research, purchasing, and installation of IT systems and products (hardware/software deployment).
• Analyzing functional and performance issues associated with use of technology, collaborate with peers on possible solutions and implement corrective actions in a timely manner.
• Consulting with customers on installation and use of software applications, including interfaces with network connections and optimizing systems for best performance.
• Providing customer assistance with network connectivity, administer and audit local building networks, manage DNS and DHCP for departmental networks.
• Advising and assist in the use of varied computing and communications technology.
• Providing hardware quotes for purchasing and consultation.
• Organizational Support:
• Interacting with various teams within Engineering IT Shared Services to ensure outstanding service delivery to customers.
• As needed, supervising student/hourly employees, including the assignment of tasks, performance management, etc.; may also serve as a mentor/coach to junior staff.
• Implementing centralized services where practical and align them to the unique needs of unit or customers.
• Working within cross-functional teams, with limited authority for final decision making.
• Project and Task Delivery:
• Managing projects at the divisional or team level and drive deliverables and results by designated deadlines.
• Completing individual projects and tasks assigned by supervisor on time with quality.
• Other Duties as Assigned