Labs Support Administrator

Job title: Labs Support Administrator in Boulder, CO at University of Colorado Boulder
Company: University of Colorado Boulder
Job description: Labs Support AdministratorRequisition Number:64545Location:Boulder, ColoradoCityBoulderStateColoradoEmployment Type:University StaffSchedule:Full-TimePosting Close Date:26-May-2025Date Posted:19-May-2025Job SummaryThe Office of Information Technology at CU Boulder encourages applications for a Labs Support Administrator! The Administrator will be responsible for a wide range of duties that directly support OIT managed computing labs. This position will be responsible for diagnosing and resolving hardware and software issues, including, network connectivity, power issues, and software malfunctions. This role will also be responsible for maintaining and inventorying computers, software, and other equipment, ensuring they are in good working order and providing technical support and guidance to students, staff, and instructors on using computer systems and software. This position will be responsible for service reporting and communication regarding the lab service, both customer facing and internally. Software licensing duties such as engaging with software vendors and a good understanding of the proper license types will also be a responsibility of this position. Working closely with other technical members of both the Labs services and support teams is key in this role. Position is responsible for the hiring, management, training, ongoing oversight of work performed, and associated performance for a team of students. This position will receive supervision and direction from the LST Interim Head of LST and will work closely with the Lab Support Manager.CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.Who We AreVision:

• Office Information Technology will be valued by campus as a strategic, inclusive and innovative partner in advancing learning and discovery in order to enable CU Boulder to be a premier public university.

Mission:

• Office Information Technology enables campus priorities by providing high-value IT services and solutions.

Values:

• Trust, as a foundation for how we engage with one another and with campus partners, along with
• Avid curiosity in how to better support the campus and our stakeholder's while
• Fostering empowerment and authentic engagement among ourselves and
• Celebrating inclusivity that promotes a sense of belonging while acknowledging that each person is unique and valued.

Strategy:

• Office Information Technology will advance learning and discovery by delivering high-value reliable IT services and solutions that:
• Provide a fluid and adaptable academic and student experience
• Enable research competitiveness and
• Deliver core infrastructure and enterprise IT services for business effectiveness.

Based on our departmental goals and our commitment to diversity and inclusive excellence, CIO Information Technology particularly welcomes applications from candidates whose knowledge, skills, and abilities, and desire to contribute to an inclusive campus environment, will help us achieve our vision of a diverse and inclusive community.What Your Key Responsibilities Will BeLab Administration

• Software support - Serve as lead to primary triage support of Windows, MacOS, and iOS clients in campus computer lab environments. This position will work with the Windows and Apple LST endpoint administrators in troubleshooting department software.
• Familiarity with remote tools used for problem resolution and diagnosis, such as remote desktop tools, is highly desirable. Experience supporting multi-user computer environments that use directory authentication is highly desirable. This position will need to understand software licensing in multi-user environments and have solid skills working with outside vendors for support and procurement needs. Familiarity with license server processes will be required. Familiarity with virtual environments and their integration into learning management systems is preferred.

Lab Hardware Management

• Responsible for hardware lifecycle management within OIT managed labs. Owns the process around hardware repairs, lab upgrades, lab design, inventory management, and furnishings. Supervise hardware repair process for all OIT managed lab machines. Lead meetings and discussions related to process and workflow for lab hardware and software upgrades. Coordinate with partners in LST to manage the Labs presentation systems. Work closely with all parties involved which includes vendors, campus delivery services, and departments. Serve as point contact in ordering new or replacement peripherals for lab machines. Familiarity with remote monitoring tools such as Sassafras K2 to supervise hardware issues remotely is highly desirable.

Lab Communication and Service Reporting

• Own the process for lab problem reporting. Create and maintain problem reporting documentation (both internal and external), work with the help center, the asset management team, and the ServiceNow team to streamline the process and improve procedures for this service. Develop lab utilization reporting to support service level decision making, and provide valuable metrics to clients. Handle online customer facing and internal webpages that contain information about the lab service, usage reports, and availability.

Management of Student Administrators

• Supervise an average of 3-4 student hourly employees who are responsible for the reactive needs of lab hardware issues. Delegate lab service reporting and communication duties based on the proficiency of the students and the difficulty of the specific project. Develop and perform training of tools used that the students are expected to use and build upon throughout their employment in the unit. Design and implement documentation and coverage policies that allow for consistent and redundant administration of duties assigned. Ensure that the LST Labs support team is fully staffed with qualified student employees through interviewing, hiring, performance evaluation, counseling, and termination. Ensure students meet all University of Colorado student employee requirements, as well as all OIT required training.

What You Should Know

• This is a hybrid position. Expected 4 days a week onsite with 1 day remote.
• Schedules are flexible between CU Boulder's business hours.

What We Can Offer

• The annual hiring range for this position is $66,300 - $74,712.

BenefitsThe University of Colorado offers excellent , including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the .Be StatementsBe adaptable. Be excited. Be Boulder.What We Require

• Bachelor's degree from an accredited institution. A combination of education and/or related experience as described below may be substituted for the degree on a year for year basis.
• One year of experience:

• Troubleshooting: Mac and PC endpoint environments; multi-user computer environments; network issues; and computer connected device issues.
• Experience with service reporting tools.
• Experience with hardware/software monitoring tools.
• Performing as a team lead or supervisor of multiple technical IT employees.
• A valid U.S. Driver's License.

What You Will Need

• Proficiency with Google apps (Drive, Sheets, Docs, etc…).
• Proficiency with Office 365 applications.
• Proficiency with Microsoft Outlook calendaring.

What We Would Like You to Have

• Proficiency with Sassafras K2 (Keyserver).
• SerivceNow experience highly desirable.
• Familiarity with virtual solutions such as Apporto.
• Superb attention to detail.
• Ability to maintain a professional and positive demeanour in a fast-paced and occasionally high-pressure environment.
• Ability to seek out and establish relationships with similar positions in other institutions.

Special InstructionsTo apply, please submit the following materials:

• A current resume.
• A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.

We may request references at a later time.Please apply by May 26, 2025 for consideration.Note: Application materials will not be accepted via email. For consideration, please apply throughIn compliance with the Colorado Job Application Fairness Act, in any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.Posting Contact InformationPosting Contact Name: Boulder Campus Human ResourcesPosting Contact Email: [email protected]
Expected salary: $66300 - 74712 per year
Location: Boulder, CO
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