Based on IT Service Management and Information Technology Infrastructure Library (ITIL) principles, apply technical expertise, advanced knowledge, and customer service skills as part of the USNH IT Desktop Management and Client Services Support team. IT support focuses on all facets of IT utilized within the technical ecosystem at USNH. Provide localized services and complex troubleshooting to meet individualized department needs in accordance with ET&S standards to ensure a safe, secure, and reliable desktop computing environment. Assign and supervise work of other desktop consultants on IT desktop management project related initiatives as needed.

Based out of Plymouth State University

Bachelor's degree and four years of experience in Information Technology field, Associate's degree and six years, or combination of education and experience equal to eight years. Technical ability and advanced knowledge of desktop support, networking, security practices, hardware/software and overall technology used within the USNH IT ecosystem. Proven ability to participate in strategic and tactical planning, engage in project management and KPI reporting. Demonstrated customer service experience, team collaboration and communication skills. Ability to work under general direction and to exercise judgement in determining appropriate action and solutions.

* Bachelor's degree in Computer Science or related field
* Applicable Microsoft Certifications
* Customer service experience.
* Experience working in a team environment
* Experience in higher education

Salary is complemented by a comprehensive benefits package which includes medical, dental, retirement, tuition, and paid time off.

The University of New Hampshire is an R1 Carnegie classification research institution providing comprehensive, high-quality undergraduate and graduate programs of distinction. UNH is located in Durham on a 188-acre campus, 60 miles north of Boston and 8 miles from the Atlantic coast and is convenient to New Hampshire's lakes and mountains. There is a student enrollment of 13,000 students, with a full-time faculty of over 600, offering 90 undergraduate and more than 70 graduate programs. The University actively promotes a dynamic learning environment in which qualified individuals of differing perspectives, life experiences, and cultural backgrounds pursue academic goals with mutual respect and shared inquiry.

The UNH Diversity Resource Guide with information and programming available in the seacoast area, New Hampshire, and the region can be found here:

May be required to do some limited travel to remote sites in their own vehicle within the state while providing computer and network support.

Technical Expertise: Provide timely, advanced desktop and technology support to multiple Plymouth State University (PSU) departments and service areas with complex and specific technology requirements. Participate within departmental teams in strategic and tactical planning and anticipate technology needs; develop and maintain technical documentation; monitor security within technical environment, diagnose and resolve technical problems by review and analysis to identify causes, solutions, trends and make appropriate referrals/liaise with other IT departments within the university or from outside vendor support when needed, educate end-users in IT best practices, ensure they are in place and adhered to. Participate in cross-institutional (KSC/PSU/LAW/USNH Systems Office) occasional events in support of Desktop Management initiatives.

Customer Support: Provide proactive, professional courteous and timely IT support services on-site and with remote tools for campus constituants. Scope of services includes technical support for Windows and MacOS systems (network connectivity, operating systems, hardware troubleshooting and operational maintenance, image deployment, malware/security remediations); support for standard USNH (University System of New Hampshire) software as well as software specific to department requirements (installation, troubleshooting, maintenance, security updates and upgrades); printing (local and networked configuration and troubleshooting); security practices and policies (compliancy, training, communications, remediation); technology needs assessment, recommendation, consulting, purchase and implementation (asset management, lifecycle planning); configuration and troubleshooting of mobile devices. Respond to occasional off-hour emergency requests. Extensive use of ITSM software tools to process, record, research, or dispatch complex customer service and restoration requests. Adopt a continuous improvement mindset by analyzing service requests for best practices. Ensure compliance with ET&S Desktop Management and Cybersecurity policies and procedures.

Hardware deployment, installation, maintenance, and troubleshooting: Use advanced technical knowledge and technical references to configure, maintain, troubleshoot, and deploy technology hardware. Initiates and coordinates planning and purchasing of hardware and software in support of lifecycle management. Participates in the strategic and tactical planning in area of responsibilities.

Training and Documentation: Assists with developing and coordinating as-needed training for key users on hardware/software applications and system functionality. Prepares and maintains documentation for IT desktop processes, procedures, and end-user training.

IT Special Projects and Implementations: Assist with the testing, implementation and operation of departmental and IT systems and participate in implementing technology projects. Delegate duties and oversee desktop team members' participation as needed in assigned IT special projects.

Reporting and Analysis: Utilize Configuration Manager, InTune and Microsoft reporting tools to generate system monitoring reports, identify trends, monitor fleet health, and ensure systems comply and are up to date. Generate comprehensive and interactive project-based status and KPI (key performance indicators) reporting in support of IT special project goals and objectives.

Other duties as assigned.