It Service Desk Systems & Application Administrator

Do you thrive on learning and implementing new technologies and using them to ensure users have the tools and resources needed to be successful in their positions?

 

Do you enjoy evaluating, managing, and configuring desktop management systems such as Intune, JAMF and group policies to make desktop management and support more efficient, effective, supportable and secure?

 

Would you like to understand the business needs of the university community and ensure technology tools meet their needs in the classroom and workspaces, while ensuring the security of their data and that of the university?

 

Come and help us grow and improve the IT Service Desk through technology, training and implementation of standards, policies, and procedures, while helping us stay ahead of changing environments and technology as our IT ServiceDesk Systems & Application Administrator.  This position will be hired as either a Systems Administrator level I, II or III based upon qualifications and duties assigned.  Please see the Qualifications section below.    

• Act as the strategic intermediary between the IT Service Desk and IT administration teams, ensuring harmonized and consistent communication in representing the IT Service Desk ensuring desktop management tools meet the diverse needs of the University.
• Provide mentorship, guidance, and training to Service Desk team members to ensure top-notch service delivery in the area of desktop management.
• Coordinate, facilitate and implement long-term strategic plans to enhance Service Desk efficiency and end-user satisfaction, ensuring we are meeting the business needs of our clients.
• Act as the escalation point and sounding board on desktop support issue resolutions and user concerns to correct issues in a timely manner, working with higher level system administration team when necessary.
• Facilitate the design, development, and implementation of best practices, standards, policies, and procedures for the IT Service Desk.
• Drive the vision and execution for the Classroom and Lab Service Agreements, ensuring quality standards across all classrooms and labs, while innovating and raising the bar.
• Make impactful decisions regarding deployments, packages, configurations, and hierarchies within systems such as Azure AD, Intune, JAMF and MECM to meet the needs of the university.
• Stay updated on emerging technologies and tools to introduce and integrate advancements that can uplift Service Desk operations ensuring the company remains at the forefront of technological advancements.
• Leads the team providing business support, consultation, and technical issue resolution in support of Statewide campuses that have a Service Level Agreement with the IT Service Desk.
• Provide client support via the telephone during designated support schedules.
• Additional duties as assigned pertaining to Service Desk needs and requirements.

Minimum Qualifications:

• The position will be hired at either level I, level II, or level III based on the following qualifications and duties assigned:
  
  • Systems Administrator I:
    • Bachelor's degree in Management Information Systems (MIS), Computer Science (CS), or related field; OR an equivalent combination of education and experience.
  • Systems Administrator II:
    • Bachelor's degree in Management Information Systems (MIS), Computer Science (CS), or related field plus two years of related work experience is required; OR an equivalent combination of education and experience.
  • Systems Administrator III:
    • Bachelor's degree in Management Information Systems (MIS), Computer Science (CS), or related field plus four years of related work experience is required; OR an equivalent combination of education and experience.
• Professional hands-on experience supporting Windows and/or Macintosh based software and hardware
• Exceptional problem-solving skills and expertise with diagnostic processes

Knowledge, Skills, and Abilities:

• Three years in a professional customer service environment
• Experience in collaborating, implementing, and managing enterprise solutions, notably Azure AD, Intune, MECM, Jamf, Service-now, and SentinelOne
• Ability to act as an intermediary between technical and non-technical stakeholders
• A demonstrated track record of leading and executing strategies to elevate efficiency and user satisfaction
• Ability to be a positive team player across varying team environments
• Excellent communication skills both verbal and written
• Ability to work with limited supervision

Along with the online application, please attach:

 

1. Resume to be uploaded at the beginning of your application in the Candidate Profile under “Resume/CV”

2. Cover letter to be typed/pasted at the end of your application

**Document size may not exceed 10 MB.**

Commensurate on experience, plus excellent benefits

Employees work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes.  The employee is regularly required to sit and often uses repetitive hand motions.

Founded in 1888, Utah State University is Utah’s premier land-grant and space-grant university, with a strong commitment to excellence, access, and inclusion. USU serves approximately 27,500 students throughout the state at three residential campuses, eight statewide campuses, and 23 education centers. USU Online has served students from all 50 states and 55 countries for over 25 years, and USU Extension provides outreach and service to all counties in Utah.  

 

As a land-grant university, USU engages communities and empowers people to lead successful lives of involvement, innovation, and impact. As an R1 research institution, USU provides a high-quality undergraduate and graduate education at an affordable price. Washington Monthly has consistently ranked USU in the top 10 among public universities for contribution to social mobility, research, and public service.  

 

Utah State is committed to cultivating a diverse, equitable, and inclusive community where different perspectives, values, cultures, and identities are acknowledged, welcomed, and valued. We seek to recruit, hire, and retain people from all walks of life who will champion excellence in education, research, discovery, outreach, and service. We believe that promoting a strong sense of community and belonging empowers and engages all members of USU to thrive and be successful. Learn more about USU. 

 

The university provides a Dual Career Assistance Program to support careers for partners who are also seeking employment. Additionally, USU is committed to providing access and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation for a disability, contact the university’s ADA Coordinator in the Office of Human Resources at (435) 797-0122 or hr@usu.edu. 

 

About the Region

U.S. News and World Report ranked Utah first for its strong economy, fiscal stability, education, and health care. Outstanding outdoor recreational opportunities abound throughout the state, including five national parks, 43 state parks and recreation areas, and 15 alpine ski resorts. The home of USU’s main campus, Logan, is a city of 54,000-plus people in a picturesque mountain valley 80 miles north of Salt Lake City. The Logan metro area claimed the top spot in the Milken Institute’s 2022 ranking for best-performing small cities in the nation. 

 

*updated 7/2023

In its programs and activities, including in admissions and employment, Utah State University does not discriminate or tolerate discrimination, including harassment, based on race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity or expression, disability, status as a protected veteran, or any other status protected by University policy, Title IX, or any other federal, state, or local law.

The following individuals have been designated to handle inquiries regarding the application of Title IX and its implementing regulations and/or USU’s non-discrimination policies:

 

Executive Director of the Office of Equity Matthew Pinner, discrimination@usu.edu, Distance Education Rm. 401, 435-797-1266

Title IX Coordinator Cody Carmichael, titleix@usu.edu, Distance Education Rm. 404, 435-797-1266

Mailing address: 5100 Old Main Hill, Logan, UT 84322

For further information regarding non-discrimination, please visit https://equity.usu.edu/, or contact:

U.S. Department of Education, Office of Assistant Secretary for Civil Rights, 800-421-3481, OCR@ed.gov

*updated 09/2023