Cross Functional IT Support Supervisor

Title: Cross Functional IT Support Supervisor

Employee Classification: Cross Funct IT Supp Supervisor

Campus: University of North Texas

Division: UNT-Information Technology

SubDivision-Department: UNT-Enrollment Operations

Department: UNT-Administrative IT Services-150100

Job Location: Denton

Salary: Salary will commensurate with experience

FTE: 1.000000

Retirement Eligibility: TRS Eligible

About Us - Values Overview

Department Summary

Administrative Information Support Services (AITS) is uniquely positioned to support the University's mission by providing the primary university-wide, shared resources of computing hardware, software, data and voice communications, and technology professional personnel on campus. AITS is called upon to provide computing and electronic communications resources when it can do so more effectively or more efficiently than separate units.

Position Overview

Be part of the Administrative Information Technology Services (AITS) team. Will have installation/support/maintenance responsibilities for the AITS servers and in providing backup support to other IT colleagues within the AITS team as needed or required by the AITS Director of IT Support for the Division of Student Affairs (DSA). Primary end user support areas are all the departments within the AITS support spectrum, specifically focusing on the DSA area. Will provide operations support to areas as needed and/or required by the Director of IT Support for AITS DSA. Will perform duties as related to the CFITSS position with a global view of the computing infrastructure in the AITS support spectrum. Will have server management responsibilities as needed that span multiple departments and divisions. This position will also have responsibilities related to operations in the AITS facility in Chestnut Hall with regards to monitoring and securing the space. Will be involved with project management. Will perform special projects as required by the AITS Assistant Vice President. You will need both an ability to work individually and with a team. This position is 100% in person.

Minimum Qualifications

Bachelor's degree in related field and four years of related computing work experience; or any equivalent combination of education, training and experience.

Knowledge, Skills and Abilities

Prior experience with specific systems, equipment and software may be specified as needed by the department. Considerable knowledge of principles of computing and/or communications networks, and characteristics of computing hardware and software used in distributed environments. Ability to supervise and train subordinates. Ability to operate computer keyboards and to install computer hardware. Ability to assimilate, retain, and utilize technical and applications-oriented information.

Preferred Qualifications

Working knowledge of Windows servers. Prior experience in IT within a large Texas Public University environment. Knowledge of security products and security best practices.

Job Duties

• Conduct Technology Acquisition Questionnaires for our supported departments to evaluate and approve new software solutions. Collaborate closely with IT Compliance, ensuring that these acquisitions align with our security standards and compliance requirements, safeguarding the University's digital environment.
• Is a contributing member of the AITS management group and implements AITS computing support initiatives within the division/departments/groups supported by this CFITSS.
• Be an active member of the eForms management and deployment across AITS and assist in onboarding departments/colleges outside AITS support.
• Management of all servers in the Division of Student Affairs as needed. You will be primary on some and backup on others. There are both physical and virtual servers. Be an active participant as needed on server projects for new builds and major upgrades.
• Printer support and troubleshooting for all the departments in the AITS support spectrum.
• Monitor the Windows servers in AITS and keep the AITS Sr IT Support appraised of anomalies. Resolve situations on the servers as need arises by working with the Windows support team, the CFITSSs and CFITSMs and Asst VP Admin IT.
• General Support for users and departments for hardware (desktops/laptops), peripherals, software and troubleshooting on applications and computing hardware.
• Support the CLEP portion of the CBT lab. Provide support as needed in delivering new tests, updates, deployments of hardware and software. Assist as needed in acquiring new systems and guide the CBT unit through the process of systems acquisition.
• Respond to virus and malware infections, apply encryption to laptops, tablets, and desktops as needed, and resolve issues related to our antivirus and endpoint protection product, including communication challenges with the antivirus agents.
• Respond and resolve endpoint security/compliance issues detected by monitoring software like WSUS, Rapid7 and others.
• Is a contributing member of the AITS support group and implements AITS computing support initiatives within the division/departments/groups supported by this CFITSS.
• As part of our team, you will play a crucial role in handling emergencies and critical incidents. Your responsibilities include swiftly addressing urgent incidents during nonregular work hours, weekends, and holidays. Collaborating with the team to resolve critical issues promptly. Participating in an on call rotation to ensure continuous support. Being available to tackle unforeseen challenges whenever they arise.
• Responsibilities will span across new construction, department relocations, and renovation projects. Collaborate with stakeholders to plan and execute seamless relocations related to new construction or departmental changes while meeting and planning for the technology needs of both the project and the department.
• Perform special projects and other duties and tasks as assigned by the AITS Assistant Vice President.
• Collaborate on the expansion and building of UNT New College at Frisco. Be an active participant in the support of the New College at Frisco campus.
• Your responsibilities will encompass both AD administration and GPO configuration. Ensure proper organization of AD objects, including user accounts, groups, computer accounts, and organizational units (OUs). Create, modify, and delete user accounts as needed. Manage group memberships and permissions within AD. Configure and manage GPOs to enforce security settings, access controls, and other policies. Ensure that only authorized users have access to the appropriate resources through GPOs.
• Develop software deployment packages for various applications, updates, and scripts in SCCM. Ensure packages are optimized for efficient distribution across the network. Customize package properties, such as installation behavior, dependencies, and detection methods. Test packages thoroughly in a lab environment before deploying them to production systems. Design and create custom queries using WMI Query Language (WQL). These queries help retrieve specific information from the SCCM database. Leverage queries to monitor compliance, track software installations, and generate reports.
• Use ServiceNow (SNOW) or the Enterprise ticketing system to track and manage incidents/tasks, ensuring timely resolution and minimizing service disruptions. Additionally, collaborate with the Change Management team to assess and implement necessary changes, maintaining a stable and efficient IT environment.

Physical Requirements

• Communicating with others to exchange information.
• Lifting and Moving objects up to 50 pounds.
• Sedentary work that primarily involves sitting/standing.
• Moving about to accomplish tasks or moving from one worksite to another.
• Repeating motions that may include the wrists, hands and/or fingers.

Environmental Hazards

No adverse environmental conditions expected.

Work Schedule

In person Monday through Friday 8-5, with occasional night/weekend/on-call.

Driving University Vehicle

Yes

Security Sensitive

This is a Security Sensitive Position.

Special Instructions

Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted.

Benefits

For information regarding our Benefits, click here.

EEO Statement

The University of North Texas System is firmly committed to equal opportunity and does not permit -- and takes actions to prevent -- discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking) and retaliation on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status in its application, employment practices and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities, facilities and employment practices. The University of North Texas System promptly investigates complaints of discrimination, harassment and related retaliation and takes remedial action when appropriate. The University of North Texas System also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist or participate in an investigative proceeding or hearing.