Dedicated Desktop Support Professional

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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 troubleshooting 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 feel that this position represents and advocates for their IT needs.

This is a hybrid position with a mix of both on‑site and remote support work.

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.

OIT 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 an outstanding public university.

OIT enables campus priorities by providing high‑value IT services and solutions.

• Trust, as a foundation for how we engage with one another and with campus partners.
• Curiosity in how to better support the campus and our partner’s while.
• Encouraging empowerment and authentic engagement among ourselves.
• Celebrating a culture that promotes a sense of belonging while acknowledging that each person is unique and valued.

• OIT 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.
• Deliver core infrastructure and enterprise IT services for business efficiency.

• Manage ticket queues for assigned primary departments by working alongside teammates in a collaborative environment to diagnose, troubleshoot, repair, and maintain computer equipment, mobile devices, and peripherals for university departments on campus.
• Exercise independent judgment in determining 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 have the ability to think creatively and proactively; often conducting research and trial experiments to resolve 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 guidelines for computer use.
• Dedicated Desktop Support Professionals are expected to conduct themselves in a professional, respectful manner at all times; managing customer relationships and expectations appropriately, adapting to the clientele they support. This includes but is not limited to…