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Working at The University of Montana Foundation

A career at The University of Montana Foundation is more than a job - it is an opportunity to be a part of something that impacts students, the community and, through research, the world. At the UM Foundation we offer you not only the chance to build a successful career - we offer you an opportunity to make an impact.

Location: MT

BASIC FUNCTION AND RESPONSIBILITY:

This position works under the general supervision of the director, with oversight and backup by the systems administrator. The position provides a broad range of technical support to end users on IT equipment including PCs, mobile devices, software, servers, copiers, and connectivity. They provide departmental administrative support including purchasing and invoice processing. They deploy, manage, and support mobile devices including iPads, Smartphones and Laptops. They execute operations activities including backups, batch job management, and on-demand process execution. This is a full time, non-exempt staff position.

Characteristic duties and responsibilities:

  • Provides first-responder service for all user technical problems and issues.
  • Maintains accurate record of requests submitted and work completed in the Helpdesk work management system.
  • When unable to resolve an issue promptly, triages issues to Systems Administrator or other IT staff, following defined procedures and response timelines.
  • Monitors service level delivery and advises the IT Director when IT team is not meeting service delivery targets.
  • Provides technical support and training, including new employee orientation for hardware and basic office software to end-users.
  • Provides all services in a manner consistent with first-rate, high-touch customer service.
  • Runs standard programs and jobs, both scheduled and on-demand.
  • Configures new equipment including unpacking, installing, setup, user orientation and supplies ordering and installation.
  • Troubleshoots problems with desktop and laptop computers, printers, copiers, remote access software, and standard office software tools.
  • Obtains pricing, prepares purchase orders for approval, orders approved equipment, receives equipment, reviews invoices and packing lists, tests and installs equipment, and reconciles billing statements with credit card.
  • Organizes, maintains, inventories, and recycles all computer equipment and supplies.
  • Prepares and maintains loaner equipment. Checks loaner equipment out and in. Reports all loaner equipment problems to IT Director.
  • Manages external services accounts including Box, iTunes, Verizon wireless, Adobe Cloud products, Dropbox, Google Docs, Exchange/Email, RDWeb, Citrix, and Bookstore purchasing.
  • Purchases, configures, and deploys mobile devices.
  • Deploys and enables Mobile Device Management Software to UMF and user-owned devices.
  • Sets up systems and security for new users. Orients new users on the basics of UMF information systems including remote connectivity, acceptable use policies, and the protection of confidential and proprietary data.
  • Sets up equipment for meetings including projectors, conference phones, and web video and audio conferences.
  • Sets up new users, including network security and related activities.
  • Provides backup assistance in Content Management System for intranet.
  • Carries out annual inventory of Software and Hardware.
  • Monitors software deployment and usage to assure compliance with COTS software licensing
  • Monitors user activities to assure compliance with departments policies and procedures. Reports concerns to UMF IT Director or Systems Administrator.
  • Reimages PCs on schedule and as needed.
  • Creates written documentation for procedures, issues, and resolutions.
  • Creates training materials and emails for UMF users.
  • Performs other duties as assigned.

GENERAL KNOWLEDGE, SKILLS AND ABILITIES:

  • Excellent customer service skills, even in times of high demand, low resources, or unhappy users.
  • Highly trustworthy and ethical.
  • Working knowledge of the installation, training and support functions of multiple software applications including Microsoft Word, Excel, PowerPoint, SharePoint, and support utilities including backup and data recovery software.
  • Skill in the use of various technical troubleshooting software and computer equipment including computer repair tools for troubleshooting memory, hard drives, video cards, mother boards, processors, power supplies, and other IT-related equipment.
  • Working knowledge of computer related equipment including single and multiple user software systems, telephony, mobile devices, and LANs.
  • The ability and experience to exercise sound judgment in solving problems.
  • Ability to adapt to a constantly changing technical and operational environment.
  • Ability to read and understand technical manuals.
  • Ability to follow written and verbal instructions correctly and accurately.
  • Good written communication skills.
  • Skill with building and maintaining effective working relationships with co-workers, other agencies,  and contractors.
  • Effective problem solving and workload prioritizing skills.
  • Knowledge of basic office administrative activities including purchasing and payment reconciliation.
  • Full understanding of confidentiality, security and privacy, and its importance to the UM Foundation.
  • Knowledge of IT operations duties and responsibilities, including scheduled and on-demand job execution.

MINIMUM QUALIFICATIONS:
  • Two year technical degree or equivalent experience.
  • One to three years of progressively responsible experience in support of a local area network and hardware including technical support in a variety of programs running in a PC environment.
  • Prior experience with fiscal administrative activities and a demonstrable ability to carry out security and operational duties is necessary.