Join Our Team and Make a Difference in Higher Education!

At the System Administration office at the University of Colorado, we are dedicated to building a workplace where everyone feels valued, supported, and empowered to thrive. Our office is committed to fostering a culture where employees find community, a sense of belonging, and the opportunity to contribute meaningfully to our mission and purpose.

By joining our team, you’ll have a direct impact on shaping the future of higher education. In addition to the Office of the Board of Regents, the University of Colorado’s system administration includes 19 units that provide essential services to CU’s campuses in Aurora, Boulder, Colorado Springs, and Denver, as well as the Office of the President. While not a part of any one campus, we are proud to serve in the centralized office for the University system. Together, we ensure CU continues to deliver outstanding education, groundbreaking research, and valuable service to our communities.

We believe in creating an environment where the unique experiences and perspectives of everyone are embraced, enriching the work we do and the strategic outcomes we pursue. If you’re passionate about making a difference, contributing to a dynamic team, and supporting a mission that matters, we encourage you to apply and be part of our journey. Learn more about CU System Administration.

Position Summary:

The CU System Office of Advancement provides strategy, expertise, and service to our partners across CU's campuses and the University of Colorado Foundation, supporting the university's fundraising and engagement goals through advancement operations spanning constituent data, business intelligence, technical architecture, gift administration, marketing, IT, and more.

The Service Desk Analyst is the main point of contact for Central Advancement COE teams, providing prompt and professional support for inquiries, technical issues, and assistance requests. They handle and resolve Tier 0 and Tier 1 support issues while maintaining accurate documentation. The role involves analyzing and prioritizing support tickets, assigning them to the appropriate teams, and ensuring timely resolution in line with service level agreements (SLAs). Effective communication and collaboration with COE teams, internal and external users and teams contribute to process improvement and knowledge base enrichment.

This position reports to the Service Deliver Program Manager and is exempt from the State of Colorado Classified Staff System.

Where You Will Work:

Applicants must be Colorado residents or able to relocate to Colorado within a month of starting employment with University of Colorado System Administration. The CU System Office of Advancement follows a “flexibility first” approach to work, which guides how we manage and utilize in-person time. This hybrid position primarily operates remotely, with occasional in-office requirements as directed by your supervisor and up to four callback weeks per year, during which all team members are expected to be onsite. Two of these callback weeks are required and typically occur in the spring and fall. Any additional callback weeks or in-office time will be determined by your supervisor. During callback weeks, this role is expected to work onsite at the CU System Office located at 1800 Grant Street, Denver, Colorado. Please note, leadership may adjust in-office work requirements with a minimum of three months' notice before any change can be implemented.

Equal Opportunity Statement:

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.

Duties and Responsibilities:

Duties and responsibilities of the position include, but are not limited to:

• Provide first-level support: Serve as the initial point of contact for Central Advancement COE teams, providing prompt and professional assistance with inquiries, technical issues, and requests for support.
• Incident Management: Receive, log, and track support requests through various channels (e.g., ticketing system, email, video call, and phone), ensuring accurate documentation of all relevant information.
• Ticket Prioritization and Allocation: Analyze and prioritize incoming support tickets based on criticality, impact, and service level agreements (SLAs). Assign tickets to appropriate resources within the team for resolution.
• Queue Management: Monitor and manage the support ticket queues, ensuring tickets are assigned and resolved within defined SLAs. Escalate unresolved issues to Tier 2/3 support teams as necessary.
• Issue Triage & Resolution: Use knowledge base resources and collaborate with subject matter experts to troubleshoot and resolve Tier 1 support issues efficiently and effectively.
• Communication and Collaboration: Maintain regular communication with users, providing status updates and ensuring clear and concise information is shared. Regularly meet and collaborate with internal teams to improve support processes, knowledge base resources and changing team requirements.
• Documentation: Maintain accurate records of support activities, including ticket details, troubleshooting steps, and resolution outcomes. Contribute to the knowledge base by creating new documentation of common issues and their resolutions and updating currently existing documentation as needed.
• Policies and procedures: Follow established IT policies, procedures, and service level agreements to ensure consistent and high-quality support delivery. Maintain confidentiality and security of user information.
• Continuous learning and professional development: Stay updated on emerging technologies, industry trends, and standard processes in IT support. Actively participate in training sessions and seek opportunities for professional growth and certifications.

What We Offer:

Salary: The anticipated hiring rate has been established at $55,862.50. CU System Administration takes into consideration a combination of the selected candidate’s education, training and experience as it relates to the position, as well as the position’s scope and complexity, internal pay equity and external market value when determining a salary level for potential new employees.

Benefits: With our unparalleled range of benefits, including top-notch healthcare, comprehensive wellness programs, enriching professional development, and a dynamic work-life balance, we ensure your holistic growth and happiness. No-cost or low-cost medical & dental plan options, some inclusive of IVF assistance. Disability, Life, Vision Insurance options. Multiple retirement planning options including a mandatory 401(a) plan where CU contributes 10%25 of your gross pay, a 401k or 403b plan and a 457 deferred compensation plan. Pre-tax savings plans, such as Health care and Dependent care flexible spending accounts. Embrace a healthy work-life balance with ample sick and vacation leave, along with at least 12 paid holidays. This includes a dedicated week off for winter break. 6 weeks of parental leave to adjust to the joys of parenthood. A tuition benefit program for you and/or your dependents. Free RTD EcoPass and free onsite parking at our 1800 Grant Street Office. Many additional perks & programs with the CU Advantage. Additional taxable fringe benefits may be available. For more information on benefits programs, please review our Comprehensive Benefits Guide. Access our Total Compensation Calculator to see what your total rewards could be at CU. (This position is a University Staff position)

Qualifications:

Minimum Qualifications:

Please include all relevant experience in your resume to be accurately assessed against these qualifications. You must meet all minimum requirements at the time of application to be considered for this role.

• Bachelor’s Degree from an accredited institution of higher education or equivalent experience (experience may be substituted by professional experience on a year for year basis).
• One (1) year of experience in a customer service or help desk role, preferably IT-related.
• Experience working with ticketing systems and knowledge base tools.

Preferred Qualifications:

• Two (2) years’ experience as listed above.
• One (1) year of experience working in Salesforce.

Knowledge, Skills, and Abilities:

To be successful in this position, employees will need to know the following:

• Proven experience in a Tier 1 support role, preferably supporting a diverse user base.
• Strong technical capability and familiarity with common software applications and tools.
• Superb interpersonal skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical users.
• Strong problem-solving and analytical skills, with the ability to think logically and prioritize tasks.
• Ability to work collaboratively in a team-oriented environment and build positive relationships with internal partners.
• Exceptional organizational skills and attention to detail to effectively manage multiple priorities and meet goals.
• Customer service mentality and a commitment to delivering high-quality support.

How to Apply:

For full consideration, please attach the following as separate documents to your application: A cover letter identifying the job specific minimum qualifications you possess and interest in the position. A resume including all relevant experience to be accurately assessed against the qualifications listed in the posting. Please ensure you check the “Job Specific Attachments” box next to each document on the “Required Documents” page of the application for the appropriate documents to be attached. Per the Colorado Job Application Fairness Act, you are not required to provide your date of birth, dates of school attendance, or dates of graduation on your resume or cover letter. If an application requires additional materials, such as a transcript or certification, you may redact identifying information relating to your date or birth, dates of school attendance, or dates of graduation.

When to Apply:

For full consideration completed applications must be submitted by September 13th. Reference checking is a standard step in our hiring process. You may be asked to provide contact information, including email addresses and phone numbers, for up to five references as part of the search process for this position. Please note: All application materials must be submitted through CU Careers; emailed materials will not be considered.

Sponsorship Statement:

We are unable to sponsor applicants for work visas for this position.

Background Check Statement:

The University of Colorado is committed to providing a safe and productive learning and living community. To achieve that goal, we conduct background investigations for all final applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial and/or motor vehicle history. The Immigration Reform and Control Act requires that a verification of employment eligibility be documented for all new employees by the end of the third day of work. The University of Colorado is committed to diversity and equality in education and employment.

ADA Statement:

We are committed to an inclusive and barrier-free search process. We provide accommodations for applicants requesting accommodation through the search process such as alternative formats of this posting. Individuals with disabilities in need of accommodations throughout the search process should contact the ADA Coordinator at: systemhr@cu.edu.