End User Support 2 – UMD

Job Details

Job ID:  315128
Job Title:  End User Support 2
Job Code:  8637E2
Location:  Duluth
Empl Group:  Civil Service
Full/Part TimeFull-Time


Required Qualifications:
A BA/BS degree in a field related to this position, and two years of related work experience in system support and problem resolution; or combination of related education and related work experience to equal six years.

Preferred Qualifications:

  • The ideal candidate will have experience in web content-management systems, and especially in Drupal. Additional web development skills and experience with HTML5, CSS3, JavaScript and web accessibility (WAI WCAG 2 and Section 508) are also preferred.
  • Experience and knowledge with MS Office, Windows 10 and Mac OS, and Adobe Creative Suite is a plus.
  • Strong candidates will be able to demonstrate skill with both verbal and written communication.

About the Job

This position serves as Information Technology Professional – End User Support 2 in the College of Liberal Arts at UMD. The position plays a large roll in supplying website administration, and assisting with project planning and execution, life cycle administration, CLA-specific in-classroom technology support, and duties as needed. The position also receives escalated tickets from central IT helpdesk for specialized and enhanced support of collegiate unit faculty and staff beyond capabilities of level 1 user support.  This position also manages and regulates student employees who contribute to daily activities and duties as needed per CLA Technology.

Essential Functions:
1. Web presence planning and management 25%
This position oversees all aspects of the CLA Web presence including Drupal transitions, content management, user management and daily/weekly updates and security. Management of Drupal instances throughout the collegiate unit is part of the web presence requirements of this position. In order to ensure up to date pages, layouts, and structures throughout the department sites within CLA, training, support, and hands-on time is provided to users managing content.

The Web presence aspect of CLA’s Technology program helps with setting content accessibility standards, web development processes, and standard site configurations. This position works on creating accessible and easily navigated pages throughout the CLA web sites including all department sites, program sites, and master’s sites-also directly supporting student advising development, and the Dean’s Office. This position manages student employees who are charged with helping upload content and creating new basic pages for CLA.

CLA Tech is also required to work with, plan, and implement solutions developed by central IT and Web vendors to ensure smooth transitions to content management systems, uptime goals achievement, and user training and management.

2. Communication cart system maintenance, management, support, and training 25%
This position supports and manages all aspects of the live performance capture and web-based self-assessment system used for all communication public speaking courses. This position ensures that end users are trained in cart operation, that the carts meet standard security and hardware requirements, and that all applications are licensed and installed. This position is also in charge of programming and scripting custom scripts for cart operations, scripting for communication server side operations, and machine setup configurations as well as mechanical engineering and upgrading of hardware.

This position also manages the server-side aspect of the communication cart system. This aspect includes server­ side programming, storage allocation and storage management, server updates and software management, server­ side communication protocols, and university standard secure web access.

Custom training materials are prepared and administered to end-users of the communication cart systems. This includes individualized training, web-based training, and document repository of training materials.

3. Life cycle and asset management 15%

Life cycle and asset management is an essential function of this job and includes database query work, budget planning, and procurement.  Life cycle management includes creating and building on the inventory of computers in need of replacement each year as well as technology purchases for new incoming employees within CLA. The life cycle and asset management also oversees the timelines for lab hardware, server hardware and software, and all non-daily use hardware such as the communication cart hardware and journalism hardware.

Life cycle and asset management also tracks and catalogs all equipment and stores this information in an inventory database. This is tracked and used during times of audit, life cycle calculations, and asset tracking for departing employees.

Life cycle and asset management requires planning and efficiency in procedural applications of life cycle replacement and hardware replacement. This position manages all aspects of life cycle and asset management throughout CLA while continuously trying to improve and update procedure and policy.

4. Daily technology operations 20%
This position supports all faculty and staff computers, scanners, copiers, printers, and electronic peripherals throughout the College of Liberal Arts. This includes contracted Xerox copiers, department websites, desktops, laptops, tablets, and other miscellaneous devices and software.

On a daily basis, this position supports end users within CLA (and often times as consultant to other collegiate units) with their use of technology in teaching, research, and civic engagement.   This position supports a wide range of hardware systems, operating systems, devices, and device use. The technology within CLA is vast and diverse creating an environment that requires fluidity and flexibility.

This position provides support for the technology systems in place within CLA. As mentioned above, due to the complexity of the environment, knowledge and troubleshooting capabilities need to be of a high level.

5. Student supervision and support 15%
This position manages student employees in the CLA technology program.  CLA Tech employees are charged with day-to-day operational tasks and basic support as deemed necessary by this position.

This position is also in charge of preparing and posting student job opportunities as well as interviewing and supporting student-hiring decisions. This position plans writes, and reviews job descriptions and applications for student employees.

About the Department

Our Mission

At the academic core of the university, the College of Liberal Arts fosters an open intellectual environment where faculty, students, and staff pursue wide-ranging research, creative and humanistic inquiry, and community engagement. Embracing cultural diversity, social justice, and sustainability, the College of Liberal Arts nurtures the human capacity to learn from the past, understand the present, and shape the future. At the intersection of social science and the humanities, the College of Liberal Arts prepares students for creative leadership and the complex challenges of global citizenship.

Our Vision

The College of Liberal Arts is becoming a national leader in experiential and engaged learning, while sustaining humanistic principles. Recognized for our interdisciplinary programs, international focus, and bioregional engagement, UMD’s College of Liberal Arts is rewriting what it means to be liberally educated.

In the coming years, the college will be a home to renowned programs and centers that celebrate diversity, support study abroad, examine systems of power and entitlement, foster innovative enterprise, and offer community-based solutions to regional, national, and international challenges. As a result, CLA students are becoming valued as culturally savvy, technologically innovative, intellectually inquisitive, and linguistically skilled professionals, citizens, and leaders.

How To Apply

Applications must be submitted online.  To be considered for this position, please click the Apply button and follow the instructions.  You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your “My Activities” page and uploading documents there.

Job open date: January 19, 2017

Job closing date: February 5, 2017

If you have started receiving retirement annuity payments from the Minnesota State Retirement System (MSRS) or Public Employees Retirement Association (PERA) your eligibility for this position may be impacted. Please contact OHR Benefits at 1-800-756-2363 for more information.

The University of Minnesota is an Equal Opportunity Educator and Employer.  Veterans and individuals from underrepresented groups are encouraged to apply.

***Smoking and chewing tobacco and the use of electronic cigarettes is prohibited on all UMD property, including indoor facilities, campus grounds and University vehicles.***


The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission.  The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression.  To learn more about diversity at the U:  http://diversity.umn.edu.

Background Check Information

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.


About the U of M

University of Minnesota, Duluth (UMD)

The University of Minnesota, Duluth (UMD) consistently ranks among the top Midwestern, regional universities in U.S. News and World Report’s “America’s Best Colleges” issue.
Overlooking Lake Superior, UMD provides an alternative to both large research and small liberal arts environments and attracts students looking for a personalized learning experience on a medium-sized campus of a major university.  A firm liberal arts foundation anchors a variety of traditional degree programs, as well as professional and graduate students that draw on UMD’s many research institutes and labs.


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