Dedicated Desktop Support Professional (DDS Pro) - Limited Term
Requisition Number:
65340
Location:
Boulder, Colorado
City
Boulder
State
Colorado
Employment Type:
University Staff
Schedule:
Full-Time
Posting Close Date:
06-Jul-2025
Date Posted:
20-Jun-2025
Job Summary
The Office of Information Technology (OIT) encourages applications for a Dedicated Desktop Support (DDS) Professional! This role provides computer technical support to University departments on campus by installing, configuring, and fixing hardware and software on desktops, laptops, mobile devices, and peripherals. Service includes proactive management of computer systems in a Microsoft Active Directory environment for PCs, and in Jamf for Apple computers. This position interacts with customers on a regular basis at the customer's location or remote if necessary and provides a high level of customer service through prompt and professional interaction, in addition to providing customer education and recommending standard processes for computer use. It is expected overall that this customer-site-based position will develop a trusted working relationship with customers so that customers come to feel this position represents and advocates for their IT needs.
This position requires a professional level of interpersonal skills, in addition to technical and organizational skills. This position also works closely with the Dedicated Desktop Support Managers and the support organization to develop and implement an IT strategy that supports the business needs of each department we support.
CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.
Who We Are
Vision:
- CIO Information Technology will be valued by campus as a strategic, inclusive and innovative partner in advancing learning and discovery in order to enable CU Boulder to be a premier public university.
Mission:
- CIO Information Technology enables campus priorities by providing high-value IT services and solutions.
Values:
- Trust, as a foundation for how we engage with one another and with campus partners, along with
- Avid curiosity in how to better support the campus and our stakeholder’s while
- Fostering empowerment and authentic engagement among ourselves and
- Celebrating inclusivity that promotes a sense of belonging while acknowledging that each person is unique and valued.
Strategy:
- CIO Information Technology will advance learning and discovery by delivering high-value reliable IT services and solutions that:
- Provide a fluid and adaptable academic and student experience
- Enable research competitiveness and
- Deliver core infrastructure and enterprise IT services for business effectiveness.
Based on our departmental goals and our commitment to diversity and inclusive excellence, CIO Information Technology particularly welcomes applications from candidates whose knowledge, skills, and abilities, and desire to contribute to an inclusive campus environment, will help us achieve our vision of a diverse and inclusive community.
What Your Key Responsibilities Will Be
Troubleshooting and Customer Service:
- Manage ticket queues for assigned primary departments by working alongside teammates in a collaborative environment to diagnose, provide solutions, repair, and maintain computer equipment, mobile devices, and peripherals for university departments on campus. Exercise independent judgment in figuring out the best method to resolve a given computer problem and determine whether the problem can be resolved to the customer’s satisfaction within the confines of computing policies and standards of CU Boulder. Position will regularly encounter new computer problems without a previously prescribed solution and needs to think creatively and proactively; often conducting research and trial experiments to determine appropriate technical solutions, without compromising the integrity of the equipment.
- Interact primarily with faculty, staff and student employees on a regular basis and deliver a high level of customer service. Explain sophisticated computer problems and resolutions in clear non-technical terms, provide a limited degree of customer computer training, and recommend standard processes for computer use. Dedicated Desktop Support Professionals are expected to conduct themselves in a professional, respectful manner at all times; leading customer relationships and expectations appropriately, adapting to the clientele they support. This includes but is not limited to exercising good judgment with language and tone when working with a customer. This also includes understanding the different audiences (faculty, students, and staff) and interacting with each appropriately.
Computer Management and Documentation:
- Responsible for the management and oversight of 100 to 200 computer systems and occasionally mobile devices. Proactively manage Windows computers using Microsoft Endpoint Configuration Manager (MECM) and Microsoft Active Directory, including management of security groups, computer principles, and Group Policy Objects. Consult with key personnel in supported departments to resolve business needs, and consequently decide how to organize and subdivide the department’s Active Directory OU structure and customize the Group Policy Objects to meet the technological requirements of each business unit.
- Additionally, proactively manage Apple computers in a similar manner using Jamf in parallel with Active Directory.
- Run file server permissions for the department and customize the structure of the share point to meet the business needs of the supported department in accordance with Dedicated Desktop Support standards. Sensitive or private data may exist within supported departments, and this position is responsible for securing the information in accordance with university policies in conjunction with the management team and the IT Security Office.
- Create and update documentation that describes all customizations performed for supported departments. This includes technical information on AD layout, file server layout, specialized applications, specialized OS loadset images, asset inventory of supported devices, and contact information for supported customers.
Business Needs Analysis and Liaison to Supported Departments:
- With assistance from the Dedicated Desktop Support Managers and Senior Dedicated Desktop technical staff, plan and design future enhancements or upgrades to the departmental application software and hardware to enhance productivity and ensure a high level of service reliability, including activities such as evaluating the feasibility, compatibility, performance, and cost effectiveness of potential system upgrades. Responsible for implementation of the future enhancements/upgrades planned for and designed by the desktop management team. Coordinate with users, departmental liaisons, and Office of Information Technology staff to determine their needs, and present recommendations on purchases and installation.
- Meet with department customers on a regular basis to understand business objectives, assess if technical solutions are meeting their needs, document findings, and determine next steps. Develop department-specific service migration strategies to meet departmental technical needs.
Training and Projects:
- Expand technical skills and expertise by acquiring knowledge in new technologies, systems, applications, procedures, and tools and share the knowledge with the Desktop Support team. Following the established Desktop Support project management process, develop, test, implement, train staff, and maintain technological tools for use within the Dedicated Desktop Support team. Evaluate the effectiveness of new products, new procedures, and new technologies, by regularly consulting and interacting with the research and development colleagues in Dedicated Desktop Support team.
What You Should Know
- This is a limited-term position, scheduled to last one year. There is potential for this role to transition into a regular staff role.
- This role is in a hybrid work situation.
What We Can Offer
- $48,960 - $52,632.
- Additional Compensation Details:
- DDS Professionals progress through 4 levels of specific trainings, certifications, and increased job responsibilities. Advancement through each level is determined by the Advancement Board, consisting of DDS Managers. The Advancement Board meets regularly to collectively assess each DDS Pro’s progress toward meeting the requirements for the next level. Progress through Level 1, usually within the first month, will require completion of certain trainings and certifications. Progress through Levels 2 and 3, generally within the first year, may result in an increase in annual salary of up to $58,500.
Benefits
The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.
Be Statements
Be authentic. Be fun. Be Boulder.
What We Require
- Bachelor’s Degree from an accredited institution. A combination of education and relevant work experience may be substituted for the degree on a year-for-year basis.
- Two years of experience in an IT support or IT functional area.
What You Will Need
- Excellent written and verbal communication skills, including the ability to form relationships and provide customer service that exceeds customer expectations.
- Ability to quickly learn new computer technology on own initiative, unaided or as part of a team.
What We Would Like You to Have
- Experience fixing both Mac and PCs.
- Experience with Active Directory and Casper.
Special Instructions
To apply, please submit the following materials:
- A current resume.
- A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.
We may request references at a later time.
Please apply by July 6, 2025 for consideration.
Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs.
In compliance with the Colorado Job Application Fairness Act, in any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Posting Contact Information
Posting Contact Name: Boulder Campus Human Resources
Posting Contact Email: Recruiting@colorado.edu