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Messaging and Collaboration Service Administrator

Department:

Office of Information Technology Administration (OIT)

Requisition Number:

13088

Location:

Boulder, Colorado

Employment Type:

University Staff

Schedule:

Full-Time

Posting Close Date:

25-Sep-2018

Job Summary

Be part of our robust, best-in-class IT environment, providing innovative, customer-focused IT support and IT core services throughout the CU-Boulder campus. In this role, you will be responsible for providing advanced technical support to CU-Boulder clients experiencing issues with, or inquiring about, messaging and collaboration services. Responsibilities include:
  • Assist with operating and implementing the CU Boulder G Suite, Office 365 and Email Routing and Sanitation services.
  • Providing prompt, accurate and courteous assistance with client incidents and questions.
  • Fulfilling service requests within identified service levels and response times.
  • Identifying and recommending improvements which would facilitate client incident and request resolution by the OIT IT Service Center and/or Desktop Support units.

Who We Are

OIT is a dynamic organization, filled with energetic staff and students who aim to serve the campus and contribute to student success while supporting the University’s academic, research and service missions. We’re located in the heart of the beautiful CU Boulder campus. See what OIT is all about by watching our This is OIT video.

What Your Key Responsibilities Will Be

Messaging and Collaboration Service Administration  
  • Responsible for the administration and operation of OIT enterprise messaging and collaboration services. 
  • Implement solutions and configuration changes necessary, based upon technical precedent.
  • Decide and take appropriate actions necessary for restoring service availability and determine the scope.
Messaging and Collaboration Service Advanced Technical Support  
  • Provide advanced technical support to CU-Boulder clients experiencing issues with or asking detailed questions about messaging and collaboration services. 
  • Assist clients with their incidents, requests and questions.
  • Determine and recommend opportunities for improving the OIT IT Service Center and Desktop Support units’ ability to respond to clients.
OIT Project Participation 
  • Participate in OIT projects in any role as needed by the project.
  • Determine, document, and present service implementation options including comparing and contrasting advantages and disadvantages of the options.
  • Define technical solutions for meeting business objectives, and develop and/or participate in the execution of verification and validation plans. 
Messaging and Collaboration Service Documentation
  • Author service operational and administrative documentation describing tools, processes, and procedures. 
  • Create incident/problem reports to describe issues encountered, root cause analysis, and actions taken for restoring normal service operation.
  • Log operational events/activities/configuration changes.
  • Review and assist with authoring support documentation describing known issues, workarounds/resolutions, and diagnostic/troubleshooting. 
  • Assist with authoring service descriptions, service features, service Frequently Asked Questions (FAQs), service client access and configuration settings.

What You Should Know

In this role you will participate in a formal on-call rotation with definitive response times; the likelihood of the on-call employee having to come on-site to respond/manage the issue/incident is low. When not on call, you will be expected to respond in a reasonable (though not definitive) amount of time when called outside working hours regarding issues and incidents that arise.

What We Can Offer

The annual salary for this position is market-based and highly competitive, and will be based upon your relevant background and experience.

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 Effective. Be Innovative. Be Boulder.

What We Require

  • A bachelor’s degree from an accredited institution in computer science, computer information systems, or related field.  A combination of education and/or related experience may be substituted for the degree on a year for year basis.
  • Two years of professional-level experience in technical support and/or technical training.

What You Will Need

  • Must possess the personal, organizational and communication skills necessary to provide excellent customer service in resolving highly technical issues in a higher education setting.  
  • Ability to appropriately interact with campus-wide web technologists and end users, including faculty, staff and students.

What We Would Like You To Have

  • One year experience providing support for Enterprise-class email systems and email routing.
  • Experience working with Powershell scripts. 
  • One year experience providing desktop support.

Special Instructions

To apply, please submit the following materials: 
  1. A current resume. 
  2. A cover letter that specifically addresses how your background and experience align with the requirements, qualifications and responsibilities of the position.
You will not be asked to upload references at this time.

This position will close on September 25th, 2018.

Posting Contact Name: Boulder Campus Human Resources

Posting Contact Email: HRESmail@colorado.edu

The University of Colorado is an Equal Opportunity/Affirmative Action employer