As an Operations IT Lead Technician, you’re part of the University of Minnesota Landscape Arboretum’s Information Technology department, providing and supporting technology solutions to Arboretum staff, visitors and customers at the Arboretum Grounds. Whether you’re helping a visitor, a new employee getting setup or troubleshooting a complex technical problem, you’re ready to share knowledge and provide exceptional support. Arboretum IT staff gain satisfaction from resolving problems, improving processes, exceeding expectations and supporting the mission at the University of Minnesota Landscape Arboretum. The position is also project manager aligning with the University of Minnesota’s CFANS IT and OIT on current and future implementations.
Major Duties and Responsibilities:
Technology Support – 60%
Collaborate with and support CFANS IT and OIT regarding the use of information technology hardware and software and/or to identify problems or restore service.
Prioritize and process service requests while providing excellent customer service. Follow up with staff to ensure excellent customer service.
Provide the Arboretum marketing team with technical website and digital strategy support as needed.
Proactively anticipate support needs by developing relationships and establishing communication across the Arboretum and taking action to initiate appropriate support.
Identify opportunities that improve operations and customer service. Recommend new support procedures to increase customer support and efficiency.
Assess, prioritize, and track personal projects and processes.
Provide support on a broad range of technical issues to customers, visitors and guests that visit Arboretum. Resolve complex hardware software compatibility issues.
Deliver training to end users
Provide support for complex technical environment in areas such as hardware, software and network.
Technology Deployment – 15%
Install and configure computer software and hardware, mobile devices and peripherals.
Install and configuration of server hardware and software
Maintain in-house servers and applications.
Lead the development of standard operating procedures with documentation on technical support tasks.
Deploy workstations to staff and manage hardware inventory and software licenses.
Analyze, plan and implement new hardware and push software upgrades.
Project Management – 15%
Collaborate with Operations on project plans and ensure assigned tasks are being completed on time.
Coordinate work with outside vendors and consultants.
Work with OIT staff on other Arboretum IT related projects.
Other – 10%
Keep abreast of new technologies, make recommendations and facilitate implementation.
Work not only as a member of the Arb IT team but a part of larger Arboretum teams when needed.
Complete other duties as assigned.
Bachelor’s degree in a related field and two years related work experience in system support and problem resolution, or a combination of relevant education and work experience to total six years.
Experience installing and supporting personal computers and laptops.
Experience and proficiency with Windows Operating Systems, Microsoft Office and Google Apps Suite
Experience supporting iPhones, Androids, iPads, and other similar mobile devices.
Experience with printers and the ability to repair mechanical devices.
Excellent verbal and written communication skills.
Record of offering consistently superior levels of customer service to general public, visitors, customers and internal end users.
Experience supporting audio and visual technology during meetings.
Experience with ticket management systems
Experience with Microsoft Active Directory.
Experience with Microsoft Windows Server operating systems
Experience with network technologies and the ability to troubleshoot network problems.
Familiarity with Data Security practices, PCI, and associated technologies.
Experience Educational, University Research environments or Public Gardens.
ITIL Foundations training
Other IT certifications and Project Management background
General Skills and Attributes:
Ability to think calmly and rationally during a crisis, maintain poise and a professional demeanor under all circumstances.
Strong general troubleshooting and complex problem solving skills.
Friendly presence and helpful attitude; excellent interpersonal skills and ability to work well with others at all levels of the organization.
Outgoing, confident, easily builds relationships.
Strong initiative to see tasks through to the end.
Ability to learn quickly and adapt to change.
Ability to identify opportunities for improvement.
Ability to work independently.
Internal Number: 335852
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.