IT Engineer 1-Team Lead

Case Western Reserve University is committed to providing a transparent estimate of the salary range available for this position at the time of its posting. The salary range is between $56,395 and $71,340, depending on qualifications, experience, department budgets, and industry data.

Employees receive more than just a paycheck. University employees enjoy a comprehensive benefits package that includes excellent healthcare, retirement plans, tuition assistance, paid time off, and a winter recess.

POSITION OBJECTIVE

Working under moderate supervision, the IT Engineer 1 Lead, is responsible for servers and systems for both the assigned business/academic unit(s) and various Case Western Reserve University systems. This position will operate and maintain services to keep university technical services running at specified service levels to enable reliable and robust services and work closely with University Technology (UTech) personnel to follow best practices and contribute to the division¿s strategic goals. The IT Engineer will manage and document standardized IT environments with a goal of applying unified solutions and practices across schools and business units. This service-oriented position requires considerable technical skills, the ability to work in a team environment, and strong communication skills.

Essential Functions

• Support and maintain Windows servers and other computer systems. Serve as campus-wide and local expert for the support of university-wide systems. Make needed upgrades to ensure that systems are operating correctly. Investigate and solve problems. Utilize virtualized and/or cloud-based systems as appropriate. (25%)
• Perform as contributor of systems technologies at both the local and university level, including administration, policy and procedures, system documentation, delivering appropriate training, and providing support. Manage systems in alignment with the campus and division strategic plans. Help identify and mitigate existing business risks or risks associated with solution architecture. Mitigate deficiencies and redundancies and contribute to cost-savings measures within the campus community and within UTech by operating unified and enhanced services and offerings. (25%)
• Maintain security of university systems and compliance with established UTech policies and procedures. Monitor systems that are in accordance with UTech monitoring strategy. Apply disaster recovery systems and procedures, backup schema and security measures to safeguard the confidentiality and integrity of university data. Participate in business continuity and disaster recovery initiatives. Utilize tools for patch management and intrusion detection to mitigate vulnerabilities and exposure in accordance with UTech standards and best practices. (15%)
• Ensure high levels of customer service are provided in a timely manner. Monitor request queues, coordinate critical service response. Act as a resource for end user support colleagues on topics including training, technical expertise and customer service skills. (10%)
• Effectively participate in the management of various applications and/or services on campus. These will include applications such as Microsoft 365, ITSM Ticketing System, inventory system, etc. Proactively monitor, maintain and secure endpoints. This may include operating system and application deployments, operating system and application patching, managing centralized antivirus, configuring network drives, managing campus printing, Active Directory, Group Policy, Microsoft Endpoint Configuration Manager, Microsoft Endpoint Manager, and Jamf. Utilize virtualization technologies on campus such as Citrix (XenDesktop/XenApp), VMware vSphere, Hyper-V, AWS, Azure, Google Cloud Platform, etc. (20%)

Nonessential Funcitons

• Work collaboratively with UTech colleagues by contributing technical expertise to new projects (according to UTech lifecycle) and systems. (2%)
• Participate in appropriate university committees, working groups or training sessions. (1%)
• Maintain an up-to-date knowledge of changing industry capabilities and practices that are related to the functional areas of the position. (1%)
• Perform other duties assigned. (1%)

CONTACTS

Department: Regular contact with UTech staff to collaborate on projects and systems. Occasional contact with UTech leadership to share updates on current and future state.

University: Regular contact with users of the systems such as faculty and staff stakeholders for communication, training, support, troubleshooting, requirements gathering, etc.

External: Moderate contact with outside vendors and representatives to manage implementations, test and troubleshoot, system evaluation, training.

Students: Moderate contact with students to exchange information.

Supervisory Responsibilities May supervise student employees.

Qualifications Education/Experience: Associate's degree or relevant certification and 1 year of experience -OR- High school education and 5 years of experience required. Valid Ohio driver's license with a good driving record.

Required Skills

• Ability to troubleshoot Windows server and workstation hardware, software, and network issues and be able to maintain an environment in which these issues are minimized.
• Working knowledge of technologies such as Active Directory, Group Policy, Windows Deployment Services, Distributed File Services, Microsoft Endpoint Configuration Manager, Microsoft Endpoint Manager, Azure, AWS, VMware, Terminal Services and PowerShell.
• Working knowledge of industry security best practices for managed desktops, authentication and authorization, virus and malware detection, auditing, remote access and securing Windows.
• Knowledge of server, desktop and application virtualization and cloud technologies.
• Willingness to learn and work with Artificial Intelligence (AI) tools and technologies.
• Familiarity with managing Microsoft SQL servers, internet information services, file and print servers.
• Ability to handle routine tasks as well as unscheduled emergencies and priorities in a dynamic environment.
• Highly organized, detail oriented, and possesses a high level of initiative with a demonstrated ability to work with little or no supervision. Ability to plan, sequence and integrate individual tasks with those of others.
• Must display sound, independent judgment, diplomacy, and tact in working with a variety of individuals at all levels in the university.
• Excellent English oral and written communication skills, with the ability to communicate effectively and engage with a user base having varied levels of technical proficiencies. Ability to interact with colleagues, supervisors and customers face to face.
• Ability to work independently with minimum supervision. Able to handle pressure and a heavy workload.
• Ability to develop in-depth understanding of client needs in order to be more helpful. The ability to consider how different audiences are likely to respond and choose the best method of communicating the message to each audience.
• Ability to actively listen; responsive to verbal and non-verbal clues.
• Ability to respond to difficult, stressful, or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood.
• Ability to recognize the importance of certain tasks and responsibilities and the ability to prioritize own and team members work to ensure that deadlines are met.
• Ability to be flexible in order to meet the constantly changing scope and needs of the department, division and customers being served. Ability to work in a fast-paced environment while managing multiple projects. Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises; prioritizes appropriately.
• Ability to develop networks and use them to strengthen internal and external support. Ability to identify opportunities and take action to build strategic relationships between UTech and other University areas, teams, departments, etc., to help achieve business goals. Ability to work effectively at all levels within an organization.
• Ability to look at situations from multiple perspectives, break problems into component parts and look for underlying causes and evaluate the consequences of different courses of action (Analytical Skills).
• Ability to identify various classes of problems along with the creation of workable solutions. Requires the identification and analysis of problems, evaluation of alternatives, provision of solutions, and the ability to see how these solutions fit into a larger framework.
• Ability to seek out opportunities to partner and transfer knowledge (actively participate in meetings, committees, multi-stakeholder groups, etc.)
• Ability to work as part of a team and under pressure of tight deadlines.
• Consistently models high standards of honesty, integrity, trust, openness and respect for the individual.
• Experience working with a broad range of individuals and a demonstrated commitment to fostering a respectful, collaborative, and professional environment.
• Ability to demonstrate successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest.
• Ability to meet consistent attendance.

WORKING CONDITIONS

The working conditions are typical of an office environment and computer rooms. Some heavy lifting of about 45 pounds may be required and there is bending and kneeling involved working under a computer room floor. The position will not need access to residence hall facilities, but the position will have frequent access to the computer rooms. The employee may be required to carry a cellphone during and after their normal work hours, including weekends, to attend after-hours emergencies. Occasionally early morning, evening, or weekend hours may be required for emergency response, scheduled maintenance activities and special projects. Travel between various locations on campus may be required. The position requires typing on a computer keyboard and using a computer mouse and a printer. The employee will drive a university vehicle while on the job.

Case Western Reserve University is an equal opportunity employer. All applicants are protected under federal and state laws and university policy from discrimination based on race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, protected veteran status, disability, age and genetic information.

Case Western Reserve University complies with the Americans with Disabilities Act regarding reasonable accommodations for applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the CWRU Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicants will be made on a case-by-case basis.