IT Pro 2-IT Multidiscipline

The Information Technology (IT) Pro 2 is fully responsible for the effective coordinating of daily operations in multiple labs and instructional spaces, responsible for several IT support functions such as desktop support, application support, and technology training. The IT Pro 2 will develop, support, and advise leadership on advancements and direction to support the needs of our ever-advancing and changing technology needs, as well as employ business analysis concepts to detect trends and inefficiencies while improving processes and formulating, analyzing, and implementing solutions. This position works closely with the IT management team and cross-functional teams to ensure the right resources are available to support the strategy for the department's services. Finally, this IT Pro 2 provides high-level consultation and support of specialized, mission-specific technology. This position reports to the Department Administrator in the Department of Neuroscience.

Appointment Details

This is a regular, 100%-time Academic & Professional (P&A) appointment renewed annually.

Job Responsibilities:

Operations coordination and process/service improvement (50%)

• Coordinate services, functions, resources, and efforts between collegiate IT, central IT, and other technology providers to ensure high levels of service for faculty, staff, and students.
• Identify process and system improvement opportunities; detect and monitor incident/request trends to discover pain points and inefficiencies; generate metrics to inform improvement efforts
• Design, develop, and implement the process, system, and documentation improvements.
• Develop working relationships and partnerships with central IT; liaison with central IT and other technology providers.
• Utilize IT service management software to monitor high-impact issues to ensure effective and timely routing and resolution
  
• Develop, implement, document and maintain support procedures and documentation in coordination with Director of Information Technology
• Responsible for purchasing hardware, software, and IT services; coordinate with the Office of General Counsel as needed to evaluate software licensing
• Build and maintain effective working relationships with faculty and staff in the Department of Neuroscience.
• Manage hardware and software lifecycle from initiation to retirement as well as maintain hardware assets.

Consult and provide support for academic and research computing (40%)

• Consult with faculty and staff regarding instructional, academic resource, and research computing topics; assess proposed solutions and advise on technical matters
• Install and maintain specialized equipment for academic and research purposes
  Integrate academic and research technology into collegiate and University technology environments
• Work closely with leadership, faculty, and staff to evaluate and define changes in software and hardware requirements to support the mission of the department.
• Use technical and customer service skills to provide exceptional face-to-face support for individual and multiple user devices in workspaces, classrooms and labs across campus.
• Travel to users across the University campus in response to technology help requests while staying connected to real-time communication channels.
• Serve as an escalation point for issues that cannot be resolved remotely, including hardware failure and reimages. Work with hardware vendors to maintain up-to-date knowledge to support hardware troubleshooting.
• Monitor incident resolution and meet service expectations.
• Exercise strong decision-making skills and appropriate discretion related to severity and prioritization of incidents.
• Create, document, and implement new knowledge for our knowledge base.
• Setup and deploy workstations and maintain accurate asset records.
• Connect customers to other IT services as needed.
• Balance incident work with project and lower urgency work.
• Ability to work with a variety of tools and technologies across areas of information technology to plan and analyze annual changes. Provide leadership for small to medium-sized projects and initiatives involving strategic operational changes for the college and University.
• Create, maintain and share knowledge base articles within our central IT service management tool to support the vast technologies across the college.
• Ensure service issues are addressed with the appropriate sense of urgency.
• Foster an inclusive environment and participate in efforts to support the University's commitment to equity and diversity.
• Configure and administer applications software, hardware, and networks, including but not limited to computers and printers.
• Extend and improve the functionality of custom systems used for research and instructional design.

Strategic Planning and Professional Development (10%)

• Contribute to the development and execution of the departmental, collegiate, and University-wide strategic plan(s)
• Participate in related University Communities of Practice and/or professional groups to ensure the college's needs and interests are represented.
• Read professional journals, industry publications, and relevant technical books.
  

Required Qualifications:

• BA/BS plus at least 2 years of related experience or a Master's degree.
• Customer service experience.

Preferred Qualifications

• Experience working in a University setting
• Experience configuring and troubleshooting a variety of computing devices and applications, which could include, but are not limited to: iOS, Windows, and mobile devices.
• Knowledge of Microsoft active directory and application deployment using configuration files.
• Knowledge of Google enterprise applications. (Google shared drives, calendar, group emails and data storage)
• Knowledge in the use and maintenance of NAS (network area storage) devices.
• Excellent verbal and written communication skills.
• Action-oriented with an ability to adapt based on a dynamic environment.
• Embraces teamwork with a positive mindset.

Working at the University

At the University of Minnesota, you'll find a flexible work environment and supportive colleagues who are interested in lifelong learning. We prioritize work-life balance, allowing you to invest in the future of your career and in your life outside of work.

The University also offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF)
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• with free or reduced rates in the Twin Cities metro area

Please visit the for more information regarding benefits.

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U:

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).