CSE-IT OPERATIONS SUPPORT TECHNICIAN

University of Minnesota - Minneapolis, MN

Full-time - Entry Level

Minneapolis, MN

Educational Services

About the position

The University of Minnesota is seeking a dedicated individual to join the CSE-IT team as a System Administrator. This position is primarily focused on providing system administration and infrastructure support, which constitutes 45% of the role. The successful candidate will collaborate with CSE-IT Linux administrators to maintain Linux operating system deployment tools and processes. Responsibilities include installing and configuring Apache web servers, managing the SSL certificate fulfillment process, and administering Linux and Active Directory (AD) users and groups. The role also involves participating in disaster recovery processes and performing hardware maintenance, ensuring that all systems are operational and efficient. Additionally, the candidate will work closely with PGC personnel to maintain software and hardware requirements specific to PGC, and collaborate with CSE-IT Operations engineers on various incident and project work. Another significant aspect of this role is updating deployment and systems configurations for computer fleets and servers, which accounts for 35% of the responsibilities. This includes imaging and deploying computer hardware, such as servers and workstations, using tools like Puppet. The candidate will be responsible for writing deployment code to automate system configurations across the fleet of CSE-IT managed computers and servers. Furthermore, the role requires managing and directing field support for the CSE-IT Service Desk, creating and managing processes and tools for operations and Service Desk incident and request fulfillment, and developing and maintaining documentation for the Service Desk and Operations knowledge base. The remaining 20% of the role is dedicated to providing Tier 2 technical support for college faculty, staff, and students. This includes offering desktop Linux support for customers of the Enterprise Linux service and providing technical support for PGC users. The candidate will also act as a consultant to CSE-IT Support Coordinators by researching and testing solutions to various technical issues. This position is ideal for someone who thrives in a collaborative environment and is passionate about supporting the academic mission through effective technology solutions.

Responsibilities

• Work with CSE-IT Linux administrators to maintain Linux operating system deployment tools and processes.
• Install and configure Apache web servers and manage the SSL certificate fulfillment process.
• Install and configure the Samba file service on CSE file servers.
• Administer Linux and AD users and groups.
• Participate in disaster recovery processes and perform hardware maintenance.
• Collaborate with PGC personnel to maintain PGC-required software and hardware.
• Collaborate with CSE-IT Operations engineers on incident and project work.
• Image and deploy computer hardware, including servers and workstations, using Puppet and other tools.
• Write deployment code using Puppet to automate system configurations across the fleet of CSE-IT managed computers and servers.
• Manage and direct field support for the CSE-IT Service Desk.
• Create and manage processes and tools needed for operations and Service Desk Incident and Request Fulfillment.
• Develop and maintain Service Desk and Operations documentation for knowledge base.
• Provide Tier 2 technical support for college faculty, staff, and students.
• Provide desktop Linux support for customers of the Enterprise Linux service.
• Provide technical support for PGC users.
• Act as a consultant to CSE-IT Support Coordinators by researching and testing solutions to technical issues.

Requirements

• A BA/BS degree in a field related to the position; or a combination of related education and work experience in the areas of system administration or technical support to equal four years.
• Experience working in a Higher Education IT environment.
• Experience providing Tier-2 level technical support.
• Demonstrated experience managing both technical problems and interpersonal customer service issues in a demanding work environment.

Nice-to-haves

• Experience in using TeamDynamix.
• Experience communicating with and serving the technical needs of high profile users like deans, department chairs, distinguished faculty, and/or business executives.
• Experience supporting Linux.
• Experience supporting and deploying operating systems using Puppet.
• Experience with University of Minnesota OIT technical support processes.
• Experience creating technical documentation.

Benefits

• Competitive wages, paid holidays, and generous time off.
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program.
• 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) opportunity.
• Financial counseling services.
• Employee Assistance Program with eight sessions of counseling at no cost.
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area.