ITS Distributed Support Provider – Technical Consultant CDP (closed)


John Pagliuca, Director, ITS Faculty and Staff Support


The ITS Distributed Support Provider implements, supports and monitors the technical infrastructure as well as new servers/architectures/platforms/networks with the aid and support of technical consultants as necessary to resolve end user requests and install, diagnose, repair and maintain all hardware and networking equipment to ensure optimal system performance.

Principal Responsibilities:
1. Recommends and implements new technical solutions to repair or enhance systems.
2. Manages deployment, administration and support for corporate servers/desktops.
3. Fields incoming requests from end users and sets priorities on requests to ensure that most important are addressed on a timely basis.
4. Directs users to appropriate information technology services teams for support, development and training.
5. Identifies, learns, accesses and installs appropriate software and hardware used and supported by the organization in order to best address end user needs.
6. Ensures license compliance and documentation.
7. Establishes and maintains procedures for preventive and remedial maintenance of systems.
8. Performs hands-on fixes, including software/hardware install and upgrade, implementing file backups, and configuring systems and applications.
9. Performs trouble shooting and remediation as necessary to correct problems.
By the end of the 6 months opportunity, the candidate should be able to:

Provide an inventory of all IT systems in the assigned client department

  • Hardware, software and network systems

Provide an analysis and current state of all IT systems in the assigned client department

  • Risk analysis – Identify and prioritize risks

Provide an IT environment recommendation

  • Service recommendations to replace current in-house systems
  • Hardware/software replacement and upgrade recommendations
  • IT continuous support recommendation
The candidate would have as many of these skills and abilities as possible:
Required Skills/Ability
Desktop Support
  • Update/Maintain computer systems
  • Hardware and software troubleshooting
  • Networking trouble-shooting and repairs
  • Group Policy testing and setup
IT Fields of Interest
  • Systems Analysis
  • Server Support
Preferred skills
Web maintenance and updating
  • Creation of new webform quizzes
  • Creation of new sections for use using a variety of modules (faqs, webforms, quiz, etc.)
  • Maintain security, data, users and forms for CSA reporting
Mobile computers
  • Setup and maintenance
  • Troubleshooting hardware and software issues
  • Maintain video systems and website
Mobile Cameras
  • Setup and registration of hardware
  • System and user setup and maintenance
  • Troubleshooting hardware/software issues
Server Support
  • Active directory setup and assignments
  • Juniper VPN
  • Basic knowledge on Citrix usage
  • IIS web server
  • Verint Voice Recorder/Audiologic Software
  • WSUS
  • Acronis
  • VMWare Server and workstation
  • Access control systems (Symmetry and Picture Perfect)
Video Systems
  • Usage of system – Milestone, HDVR, Intellix, On-site CCT systems
  • Retrieval of footage – on and off site
  • Understanding of ServiceNow and ITIL Processes
  • Ability to be available after hours when needed
  • Must be able to lift 50lbs
Resources for training related to this position:
  • Yale Learning Center