Information Systems Specialist

Summary of Position

As a member of the Enterprise Desktop Management Support team, and under general supervision, apply advanced knowledge of industry standards, best practices and USNH policies to provide a wide range of support for both hardware and software. Responsible for asset management and life-cycle management process. Direct customer support for faculty, staff and computers, mobile devices, account access, networking, cloud-storage solutions, security and data management. Provide training and documentation for systems, software, policies and procedures. Manage and/or participate in project management initiatives central to the teaching and research mission at UNH. Seek advancement and personal training opportunities to improve technical and management skill sets.

Posting Number: PS2440FY20

Other minimum qualifications

• Associate's degree and four years of experience, Bachelor's degree and two years of experience, or combination of education and experience equal to six years.

• Expertise in multiple information technology areas (networks, configuration management, security, operating systems, software) and experience with both Windows and Macintosh OSX computer platforms, handheld devices/smartphones, and networking.

• Computer hardware replacement/upgrade skills such as memory upgrades, hard drive, system board, display replacements, etc.

• Strong customer-focused support skills.

• Organizational skills and effective oral and written communication skills.

• Project management, strategic planning, and asset management experience

• Valid driver's license.

Additional Preferred Qualifications

• Familiarity with Windows Active Directory and Jamf Pro/Macintosh server technology is desirable.

• Proven knowledge of/or experience with USNH acceptable computing practices and security polices and procedures is also highly desirable.

• Experience in higher education.

• Customer service experience.

Salary Information

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

Institution Information

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: https://www.unh.edu/hr/diversity-resource-guide 

Duty/Responsibility

Technical Support Provide hardware/software installation, maintenance, repair, software development, installation, and support. Problem solve, develop solutions, document fixes and workarounds, collaborate with colleagues to resolve complex problems. Manage, escalate when appropriate, and track progress/time reporting, as part of incident management. Duties include but are not limited to: New computer setup and data transfers. Install software; Configure specialized software relating to faculty members' specific disciplines (i.e. ArcGIS, nVivo, WinCati, Sibelius, Finale, SPSS, Stata, etc.). Account setup. Troubleshoot hardware and software. Security. Network troubleshooting. Provide expertise during crisis situations. Perform catastrophic hardware failure data recovery using specialized software for both PC and Mac environments. Participate in security remediation. This position will participate in the research, testing, documentation, of automated OS updates/upgrades. Provide input for PC image design based on software updates/trends and users' needs. Training Faculty and Staff members on the acceptable use of University computer equipment, USNH policies, wireless networking configuration process, printing and software. This includes accessing and using UNH software and services, including cloud data storage, learning management systems and supported software, the password change process, bring your own device (BYOD) support tutorials, how to print at UNH, network connectivity, and how to access University resources from both on campus and off campus. Skill advancement and training. Independently expand knowledge by staying current with technology news, products, and trends. Participate in job-specific training when available and appropriate.

Duty/Responsibility

Resource management/asset life-cycle management. Procurement, preparation, documentation, deployment, updating, repair, reassigning, secure data removal, and recycling (SEED) of the College's computer assets. Track ownership, perform physical inventory on COLA equipment. Track end-of-lifecycle machines. Information and resource management and asset life cycle must be maintained to a high-degree of accuracy:

• Maintain and manage database of College inventory which includes entry of new purchase, redirecting transfers and cataloging scrapped hardware for tracking.

• Provide accurate lists for eligibility of replacements

• Provide support to end-of-life machines by wiping drives securely to D.O.D. standards mitigating the University's risk exposure, submitting to scrap and surplus and delivering items on designated scrap day.

• Make recommendations for purchase when machines exceed usable life of suffer catastrophic hardware failure.

• Update, distribute and track loaner equipment as needed.

• Assist in developing and implementing strategic and tactical planning.

Plays a vital role in managing information security to mitigate UNH's risk of exposing secure data (i.e., HIPAA and FERPA protected information), sensitive and restricted information. Responsibilities include running Identity Finder on individual machines and secure drive wiping to Department of Defense standards (D.O.D.) and cataloging for wipe verification as part of asset lifecycle management. Maintain and track loaner laptops, peripherals and accessories.

Duty/Responsibility

Project Management Provide a support role in execution of IT-related projects. Advise, contribute, collaborate, document, and execute computer related-projects.