IT Specialist - Engineering IT Shared Services

Duties Responsibilities Customer Service and Support: • Delivering excellent customer service by responding to requests in person, on the phone, or via email in a timely, polite, and professional manner. • Working on a team of IT professionals supporting the instructional, research, or administrative customers of the Grainger College of Engineering. • Working with units, teams, and individuals to provide the unique technological needs for their instructional, research, and administrative technology environment. • Working to build relationships with customer community by proactively communicating relevant information and discussing their needs, initiatives, and service levels through periodic meetings. • Working to resolve customer satisfaction issues. System and Network Support: • Assisting in planning, research, purchasing, and installation of IT systems and products (hardware/software deployment). • Analyzing functional and performance issues associated with use of technology, collaborate with peers on possible solutions and implement corrective actions in a timely manner. • Consulting with customers on installation and use of software applications, including interfaces with network connections and optimizing systems for best performance. • Providing customer assistance with network connectivity, administer and audit local building networks, manage DNS and DHCP for departmental networks. • Advising and assist in the use of varied computing and communications technology. • Providing hardware quotes for purchasing and consultation. Organizational Support: • Interacting with various teams within Engineering IT Shared Services to ensure outstanding service delivery to customers. • As needed, supervising student/hourly employees, including the assignment of tasks, performance management, etc.; may also serve as a mentor/coach to junior staff. • Implementing centralized services where practical and align them to the unique needs of unit or customers. • Working within cross-functional teams, with limited authority for final decision making. Project and Task Delivery: • Managing projects at the divisional or team level and drive deliverables and results by designated deadlines. • Completing individual projects and tasks assigned by supervisor on time with quality. Other Duties as Assigned