User Services Systems Administrator and Team Lead - 502363
University of Richmond

Richmond, Virginia

Posted in Education and Training


This job has expired.

Job Info


User Services Systems Administrator and Team Lead - 502363
SUMMARY:

Systems Administration for the IT Service Management system; also supports the help desk asset management server, and related help desk systems and workflow processes. Also, installs, modifies, and makes repairs to computer hardware and software systems and provides technical assistance and training to users as needed. This position will rotate on call responsibilities for weekend phone support, and may be required to work some evenings or weekends, depending on service and/or project commitments. This position also serves in the role of Team Lead, including some project management oversight, as well as supervisory responsibilities in the absence of the Director, or as assigned for specific initiatives and/or occurrences.

RESPONSIBILITIES:

System Administration - IT Service Management

  • Creates, modifies and approves all forms and workflows with Managers from all IS Divisions.
  • Provides training for users on application usage.
  • Track all requests for services from all customers (Faculty, Staff and Students) in the system.
  • Maintain Knowledgebase and associated links to any IS web pages. Performs yearly review of systems.
  • Create new accounts and retire accounts for IS employees and contract personnel.

System Administration - Asset Management System
  • Works with Operations department and other system admins to keep server OS current
  • Works with Operations department and other system admins to keep Application versions current
  • Generate reports for hardware and software inventory/utilization.
  • Assists IS Purchasing Coordinator with reports

Senior Level Technical Support
  • Provides senior level technical support to other Help Desk technicians, which include hardware and software support for the PC and MAC platforms.
  • Oversight of Help Desk phone center
  • Supports other departments with non-standard hardware and software needs.
  • Installs computer hardware and software as assigned.
  • Escalates service calls as needed to management and vendor representatives.
  • Provide technical support as needed for PCI environments

Team Lead Responsibilities
  • Assist in managing the help desk resource calendar
  • Assist with escalated customer service issues
  • Assist with yearly reviews of team performance and metrics
  • Assist with team training

Committee assignments and other tasks as required
  • Special projects as assigned
  • Serve on committees as assigned; examples include:
    • Software Standards
    • Organizational Planning

QUALIFICATIONS:
  • Previous experience 1 year working in a System Administration role
  • Minimum 3 years of previous experience providing field level computer support
  • Previous experience leading teams in areas such project management and service center responsibilities
  • Organized, efficient, and a self-starter; able to work independently and meet commitment deadlines
  • Demonstrated knowledge in the support of the following software applications:
  • Demonstrated support of hardware platforms:
  • Demonstrated customer service skillset:

EDUCATION & EXPERIENCE:
  • A degree in a technology-related discipline is preferred. A combination of education, professional training/certifications, and experience will be considered.

WORK HOURS:
  • Full-time, exempt position
  • Monday - Friday, 8:30 a.m. - 5:00 p.m. and 10:00 a.m. - 4:00 p.m. one weekend every 11 weeks; 7.75 hrs./day; 38.75 hrs./week; working after hours may be necessary

SALARY STRUCTURE:
Pay Grade 8 (Hiring Range $62,345.00 to $82,600.00 annually)

COVID-19:

The University of Richmond requires COVID-19 vaccinations for all students, faculty, and staff. The University allows exemptions to this requirement for religious, medical and strong personal conviction reasons. All newly hired employees must report their status within the first two weeks of employment.

ABOUT UR:

At the University of Richmond, we're creative, inclusive, and determined. We're Spiders, and our mission is to create positive change in the UR community and beyond. Located minutes from downtown Richmond, Virginia, the University of Richmond ( www.richmond.edu ) blends the intimacy of a small college with exceptional academic, research, and cultural opportunities usually found only at large institutions. There's only one place like Richmond.

UR is committed to developing a diverse faculty, staff and student body, and to modeling an inclusive campus community which values the expression of differences in ways that promote excellence in teaching, learning, personal development and institutional success. In keeping with this commitment, our academic community welcomes candidates from diverse backgrounds and candidates who support diversity. EOE


This job has expired.

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