Dedicated Desktop Support Professional

University of Colorado

Boulder, CO

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JOB DETAILS

SALARY

$49,900–$53,650 Per Year

SKILLS

Advertising Agencies, Apple, Business Support, Communication Skills, Computer Maintenance, Computer Security, Computer Systems, Configuration Management, Consulting, Cost Effectiveness Analysis, Customer Relations, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support/Service, Customer Training, Desktop Administration, Desktop PC, Documentation, Equipment Maintenance/Repair, Feasibility Analysis, Federal Laws and Regulations, File Management, File Server, Hardware Configuration Management, Hardware Repair, Identify Issues, Information Technology & Information Systems, Information/Data Security (InfoSec), Interpersonal Skills, Laptop PC, Microsoft Active Directory, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows NT Group Policy, Microsoft Windows Operating System, Migration Strategy, Mobile Devices, Needs Assessment, On Call, Operating Systems, Organizational Skills, Peripheral Hardware, Presentation/Verbal Skills, Problem Solving Skills, Productivity Management, Recreation, Recruiting/Staffing Agency, Research & Development (R&D), Research Skills, Security Monitoring, Software Administration, Staff Training, State Laws and Regulations, Systems Administration/Management, Team Lead/Manager, Team Player, Technical Analysis, Technical Support, Test Plan/Schedule, Training/Teaching, University/School Policies, Writing Skills

LOCATION

Boulder, CO

POSTED

30+ days ago

Dedicated Desktop Support Professional

Requisition Number: 69336

Location: Boulder Colorado

Employment Type: University Staff

Schedule: Full Time

Posting Close Date: 20-Jan-2026

Date Posted:

Job Summary

The Office of Information Technology (OIT) encourages applications for a Dedicated Desktop Support (DDS) Professional ! This role provides computer technical support to University departments on campus by installing, configuring, and troubleshooting hardware and software on desktops, laptops, mobile devices, and peripherals. Service includes proactive management of computer systems in a Microsoft Active Directory environment for PCs, and in Jamf for Apple computers. This position interacts with customers on a regular basis at the customer's location or remote if necessary and provides a high level of customer service through prompt and professional interaction, in addition to providing customer education and recommending standard processes for computer use. It is expected overall that this customer-site-based position will develop a trusted working relationship with customers so that customers come to feel this position represents and advocates for their IT needs. This is a hybrid position with a mix of both on-site and remote support work.

This position requires a professional level of interpersonal skills, in addition to technical and organizational skills. This position also works closely with the Dedicated Desktop Support Managers and the support organization to develop and implement an IT strategy that supports the business needs of each department we support.

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 Are

_Vision:_

+ OIT 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 an outstanding public university.

_Mission:_

+ OIT 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

+ Curiosity in how to better support the campus and our partner's while

+ Encouraging empowerment and authentic engagement among ourselves and

+ Celebrating a culture that promotes a sense of belonging while acknowledging that each person is unique and valued.

_Strategy:_

+ OIT 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 efficiency.

What Your Key Responsibilities Will Be

Troubleshooting and Customer Service:

+ Manage ticket queues for assigned primary departments by working alongside teammates in a collaborative environment to diagnose, troubleshoot, repair, and maintain computer equipment, mobile devices, and peripherals for university departments on campus.

+ Exercise independent judgment in determining the best method to resolve a given computer problem and determine whether the problem can be resolved to the customer's satisfaction within the confines of computing policies and standards of CU Boulder.

+ Position will regularly encounter new computer problems without a previously prescribed solution and have the ability to think creatively and proactively; often conducting research and trial experiments to resolve appropriate technical solutions, without compromising the integrity of the equipment.

+ Interact primarily with faculty, staff and student employees on a regular basis and deliver a high level of customer service.

+ Explain sophisticated computer problems and resolutions in clear non-technical terms, provide a limited degree of customer computer training, and recommend guidelines for computer use.

+ Dedicated Desktop Support Professionals are expected to conduct themselves in a professional, respectful manner at all times; managing customer relationships and expectations appropriately, adapting to the clientele they support. This includes but is not limited to exercising good judgment with language and tone when working with a customer. This also includes understanding the different audiences (faculty, students, and staff) and interacting with each appropriately.

Computer Management and Documentation:

+ Responsible for the management and oversight of 100 to 200 computer systems and occasionally mobile devices.

+ Proactively manage Windows computers using Microsoft Endpoint Configuration Manager (MECM) and Microsoft Active Directory, including management of security groups, computer principles, and Group Policy Objects.

+ Consult with key personnel in supported departments to determine business needs, and consequently decide how to organize and subdivide the department's Active Directory OU structure and customize the Group Policy Objects to meet the technological requirements of each business unit.

+ Proactively handle Apple computers in a similar manner using Jamf in parallel with Active Directory.

+ Manage file server permissions for the department and customize the structure of the share point to meet the business needs of the supported department in accordance with Dedicated Desktop Support guidelines and standards.

+ Sensitive or private data may exist within supported departments, and this position is responsible for securing the information in accordance with university policies in conjunction with the management team and the IT Security Office.

+ Create and update documentation that describes all customizations performed for supported departments. This includes technical information on AD layout, file server layout, specialized applications, specialized OS loadset images, asset inventory of supported devices, and contact information for supported customers.

Business Needs Analysis and Liaison to Supported Departments:

+ With assistance from the Dedicated Desktop Support Managers and Senior Dedicated Desktop technical staff, plan and design future enhancements or upgrades to the departmental application software and hardware to enhance productivity and ensure a high level of service reliability, including activities such as evaluating the feasibility, compatibility, performance, and cost effectiveness of potential system upgrades.

+ Responsible for implementation of the future enhancements/upgrades planned for and designed by the desktop management team.

+ Coordinate with users, departmental liaisons, and Office of Information Technology staff to determine their needs, and present recommendations on purchases and installation.

+ Meet with department customers on a regular basis to understand business objectives, assess if technical solutions are meeting their needs, document findings, and determine next steps.

+ Develop department-specific service migration strategies to meet departmental technical needs.

Training and Projects:

+ Expand technical skills and expertise by acquiring knowledge in new technologies, systems, applications, procedures, and tools and share the knowledge with the Desktop Support team.

+ Following the established Desktop Support project management process, develop, test, implement, train staff, and maintain technological tools for use within the Dedicated Desktop Support team.

+ Evaluate the effectiveness of new products, new procedures, and new technologies, by regularly consulting and interacting with the research and development colleagues in Dedicated Desktop Support team.

What You Should Know

+ This position is in a hybrid work situation.

+ This role participates in voluntary on-call rotation with definitive response times; the likelihood of the on-call employee having to come on-site to respond/handle the issue/incident is rare. When not on call, you will be expected to respond in a reasonable (though not definitive) amount of time when called outside working hours regarding issues and incidents that arise.

What We Can Offer

+ The annual salary range for this full-time position is $49,900 - $53,650.

+ DDS Professionals progress through 4 levels of specific trainings, certifications, and increased job responsibilities. Advancement through each level is determined by the Advancement Board, consisting of DDS Managers. The Advancement Board meets regularly to collectively assess each DDS Pro's progress toward meeting the requirements for the next level. Progress through Level 1, usually within the first month, will require completion of certain trainings and certifications. Progress through Levels 2 and 3, generally within the first year, may result in an increase in annual salary of up to $58,500.

Benefits

At the University of Colorado Boulder (https://www.colorado.edu/) , we are committed to supporting the holistic health and well-being of our employees. Our comprehensive benefits package (https://www.colorado.edu/jobs/benefits) includes medical, dental, and retirement plans; generous paid time off; tuition assistance for you and your dependents; and an ECO Pass for local transit. As one of Boulder County's largest employers, CU Boulder offers an inspiring academic community and access to world-class outdoor recreation. Explore additional perks and programs through the CU Advantage (https://advantage.cu.edu/campus/cu-boulder) program.

Be Statements

Be ambitious. Be dynamic. Be Boulder.

What We Require

+ Bachelor's Degree from an accredited institution. A combination of education and relevant work experience may be substituted for the degree on a year-for-year basis.

+ Two years of experience in an IT support or IT functional area.

What You Will Need

+ Excellent written and verbal communication skills, including the ability to form relationships and provide customer service that exceeds customer expectations.

+ Ability to quickly learn new computer technology on own initiative, unaided or as part of a team.

Special Instructions

To apply, please submit the following materials:

1. A current resume.

2. 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 January 20, 2026 , for consideration.

Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs. (http://jobs.colorado.edu/)

In 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.

To apply, visit https://jobs.colorado.edu/jobs/JobDetail/Dedicated-Desktop-Support-Professional/69336 (https://apptrkr.com/6836947)

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The University of Colorado does not discriminate on the basis of race, color, national origin, sex, age, pregnancy, disability, creed, religion, sexual orientation, gender identity, gender expression, veteran status, political affiliation, or political philosophy. All qualified individuals are encouraged to apply.

About the Company

University of Colorado

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