Campus IT Desktop Liaison: VIP Support & AI-Driven Tech

msudenver; Denver (CO); On-site; USD 55,000 - 75,000; Full time

Job summary

msudenver is seeking an ITS Client Service - Desktop Liaison to provide hands-on technology support to students, faculty, staff, and university leadership. The role covers hardware, software, devices, and enterprise technologies across Windows, macOS, M365, mobiles, and peripherals, with emphasis on AI-driven solutions for productivity and service delivery.

The position coordinates with ITS teams to ensure secure, reliable services and enhances teaching, learning, and executive operations.

Responsibilities

• Provide in-person, remote, phone, and walk-up support for students, faculty, staff, and campus leadership.
• Troubleshoot and resolve hardware, software, operating system, account access, and connectivity issues.
• Support Windows, macOS, Microsoft 365, mobile devices, printers, peripherals, and university-supported applications.
• Diagnose and resolve issues involving network connectivity, MDM, Microsoft Entra ID, Intune, JAMF, and other enterprise technologies.
• Manage incidents and service requests through the university ticketing system (TeamDynamix/TDX) while meeting established service levels.
• Provide escalated support and coordinate escalations with the appropriate ITS teams while managing customer-facing matters.
• This includes discovery, troubleshooting issues, and facilitating a mutually acceptable resolution.
• Provide technology support for university leadership, including executive offices, deans, department chairs, and other VIP customers.
• Advocates for customers and ensure timely communication throughout the support process.
• Configure, deploy, upgrade, relocate, and retrieve university-owned computers and related equipment.
• Apply approved system configurations and software packages to new and existing devices.
• Coordinate with customers to identify technology needs and recommend appropriate hardware and software solutions.
• Maintain inventory records, asset information, and device lifecycle documentation.
• Perform warranty coordination, vendor repair management, and equipment replacement activities.
• Evaluate equipment for repair, redeployment, or retirement.
• Research and resolve complex technical issues through collaboration with other ITS teams and vendors.
• Create and maintain technical documentation, procedures and knowledge base articles.
• Analyze customer support trends and identify opportunities for process improvements and service enhancements.
• Participate in technology projects, deployments, upgrades, and campus activities.
• Develop strong partnerships with academic and administrative departments across campus.
• Serve as a liaison between customers and ITS teams to ensure efficient solution delivery.
• Assist in training, mentoring, and supporting the campus community.
• Other duties as assigned.
• Demonstrates values-based leadership by modeling CADRE values, building trust through self-awareness and emotional intelligence, seeking feedback, and navigating conflict productively.
• Ensures operational effectiveness by managing priorities, time, and resources responsibly, adhering to policies, delivering measurable results, and meeting performance expectations.
• Aligns individual work with team and departmental goals by contributing to shared priorities, seeking clarity, and adapting to change in support of the 2030 Strategic Plan.
• Practices collaboration by communicating clearly, checking for understanding, building strong relationships, and engaging diverse perspectives to achieve shared outcomes.

Job description

msudenver is seeking an ITS Client Service - Desktop Liaison to provide hands-on technology support to students, faculty, staff, and university leadership. The role covers hardware, software, devices, and enterprise technologies across Windows, macOS, M365, mobiles, and peripherals, with emphasis on AI-driven solutions for productivity and service delivery.

The position coordinates with ITS teams to ensure secure, reliable services and enhances teaching, learning, and executive operations.