Job Details

On-Site Systems and Software Support Engineer

Position Number: 6578935
Location: Golden, CO
Position Type: Computing - Support and Training

On-Site Systems and Software Support Engineer

Posting Number: JR107501
Location: Colorado

Engineering a world of possibilities
As an integral member of the Service Delivery team within Mines Information Technology (IT), the On-Site Systems and Software Support Engineer provides technical support and installation for all University technology such as applications, services, software, computers, telephones, classroom and meeting space audiovisual systems (A/V), and deployed network equipment such as wireless access points (WAPs).

This position provides a broad range of professional IT consultation and support services directly to academic and research faculty, administrators, operational staff, and students. They employ specialized knowledge to assess and troubleshoot problems that clients experience with their computers, peripheral devices (such as instrumentation), network connections, operating systems, and software applications. They proactively research issues as necessary and devise and implement solutions. They educate customers about the rationale and operating requirements behind best practices, security practices, policies, and procedures. Staff members in these positions maintain the primary relationship between IT and customers as they are the first point of contact in many situations.

This position requires on campus presence in Golden, Colorado and may require evening and weekend work on a rotating basis.
Responsibilities

Support Service Functions

Engage with customers to offer exemplary customer service, as defined by industry best practice and Mines leadership.
Use theoretical and practical knowledge to provide high level computing and technology management, advising, design and support services to faculty, researchers, administrators, staff, students, visitors, and fellow IT professionals.
Evaluate client requests, assess current infrastructure, and devise solutions and options to best meet client needs.
Dialogue with clients, perform needs analyses as appropriate, diagnose symptoms, behaviors, and errors in complex networked computing environments, determine root causes, design and develop permanent solutions or temporary workarounds if necessary.
Provide technical support (including installation and configuration) for classrooms, computer labs, conference rooms, and event spaces. This includes troubleshooting A/V equipment and the computers that integrate with the equipment. Identify and report room equipment improvements, replacement, and repairs that should be done.
Provide live technology support (Audio-Visual, Computer, and System) for Campus Events as required during traditional business hours, off-hours and weekends.
Install and support network devices such as wireless access points and telephones.
Facilitate virtual meetings and collaborations by providing support with available hardware and software across campus.
Provide support for live production, event capture, streaming, recording, presentations on campus, and occasionally during non-core business hours.
Provide technical support in all computing environments used by higher education STEM institutions. This includes Windows, MacOS, and Linux operating systems and the integration of advanced scientific instrumentation (microscopes, spectrometers, seismometers, etc.) used to observe, collect, or analyze data.
Set priorities based on assessment of client need, availability, and urgency along with impact to the business of the university and the resources required.
Evaluate, prioritize, and resolve problems and requests, or escalate to appropriate support areas.
Respond to assigned tickets and assist team members with their tickets.
Acts as the front-facing support liaison for all desk-side-related support issues.
Provide support documentation for the Service Desk and other IT teams.
Collaborate with other subject matter experts (SMEs) for problem and issue resolution.
Act as a liaison between customers and senior technical staff.
Work with Engineering "creators" when equipment or software is not functioning correctly. Ensuring clear and concise language is used, so they can understand what the problem is.

Training and Team Support

Assist with management, mentoring, and training of student employees.
Provide supplemental Service Delivery team support such as answering incoming support requests (via telephone and chat) and walk-in support.
Keep apprised of all IT projects and environmental changes that may affect customers.
Maintain and update professional knowledge and skills relating to applicable technologies in a fast-changing environment.
Proactively identify needs and embark on self-study, online training, research, or group-oriented endeavors and attend courses, training, webinars, seminars, and conferences as assigned or authorized.
Curate knowledge with others through documentation, formal and informal presentations, and job sharing.

Minimum Qualifications

Bachelor's degree in information technology, engineering, computer science, business, or related discipline. Individuals without a related degree may be considered if they demonstrate possession of the same knowledge level found in a degree but have attained advanced knowledge through a combination of work experience and intellectual instruction using a 1:1 substitution.
4+ years of experience in an IT service-related role which includes managing shifting priorities, demands, and timelines as well as executing tasks in a high-pressure environment.
Excellent customer service skills.
Advanced interpersonal, written, and oral communication skills including excellent reading comprehension, attention to detail, and awareness of tone and impact.
Ability to perform analysis, design, and problem solving in a complex environment.
High-level understanding of computer operating systems (current and historical), programming concepts, data structures, diagnostic techniques, software engineering, networking, and communication methods.
Working knowledge of Google Apps, Microsoft Office 365, MS Teams, Zoom, and other standard applications.
Demonstrate a desire to support a variety of users with technology.
Familiarity with use and support of web conferencing platforms.
Basic understanding of audiovisual technologies including video conferencing, live lecture capture, control systems with touch panel user interfaces, digital signage, security cameras, and networked A/V.
Knowledge of procedures for installing, configuring, upgrading, troubleshooting, and repairing hardware and peripherals.
Understanding complex networked environments (including the OSI model) utilizing centralized storage, physically distributed resources, authorization and authentication mechanisms, group policies, and advanced management.
Demonstrate skill in instructing users on new or upgraded computer applications and hardware.
Ability to manage shifting priorities, demands, and timelines as well as execute tasks in a high-pressure environment.

Preferred Qualifications

Higher education experience.
Demonstrated experience providing one-on-one support in a teaching and learning environment. Proficiency in responding to and managing support requests within a dedicated institutional system.
Technical competence in one or more programming languages for AMX, Crestron, and Extron. The Certified Technology Specialist (CTS) certificate is desirable. Knowledge of EventsAir is a plus.
Basic Linux support.
Basic Microsoft Intune support.
Basic JAMF MDM support.

Salary and Benefits

$75,000 - $82,000

Mines takes into consideration a combination of candidate's education, training and experience as well as the position's scope and complexity, the discretion and latitude required in the role, work location, and external market and internal value when determining a salary level for potential new employees.

Colorado School of Mines offers a robust portfolio of benefits for all employees. For this role, that includes:

Flexible health and dental care options
Generous sick/vacation time: 13 paid holidays per year - including a week-long winter break for entire campus.
Fully vested retirement plan on first day of employment, with generous employer contribution
Tuition benefits (6 credits per year for employees, 50 percent discount for dependents)
Free RTD Ecopass

All Mines employees also have access to discount programs through the State of Colorado and free tickets for Mines Athletics home games, as well as access to the state of the art Recreation Center (fitness classes and training, swimming pool and more) and equipment rentals through the Outdoor Rec Center. We are proud to have recently opened an on campus daycare center. For more details about benefits at Mines, visit mines.edu/human-resources/benefits.

How to Apply

Complete an online application (personal information, demographic information, veteran status)

Upload a resume or CV
Upload a cover letter

Candidates must be currently authorized to work in the United States. Visa sponsorship is not available for this position.

This posting may be used to fill more than one vacancy based on business needs.

References will not be contacted until later in the selection process and you will be informed before that contact is made.

Application review will begin October 6, 2025. Please apply by October 5, 2025 at 11:59 p.m. as applications received after that date may not be reviewed.

It is the intent of Mines to comply with the applicable requirements of the Americans with Disabilities Act and the Americans with Disabilities Act Amendments Act of 2008, and their implementation rules and regulations, in support of equal opportunities for qualified applicants with disabilities. To meet this goal, Mines will make reasonable accommodations during the employment selection process and within our working environment.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on our site as a result of your disability. You can request a reasonable accommodation by contacting our Human Resources team at hr@mines.edu or 303.273.3250 for assistance.

Successful Completion of a Background Investigation is Required for this Position.

About Mines & Golden, CO

When the world looks for answers, the world looks to Mines.

Colorado School of Mines is a top-ranked public university solving the grand challenges facing our society, particularly those related to the Earth, energy and the environment. Founded in 1874 with specialties in mining and metallurgy, Mines' scope and mission have continually expanded to meet the needs of industry and society. Today, we are the No. 36 public university in the nation, recognized for our innovation and undergraduate teaching in science, technology engineering and math (U.S. News and World Report, 2025).

Mines graduates are change makers, boundary breakers and problem solvers. Since our earliest days, a Mines education has been and continues to be a transformational opportunity, with one of the strongest returns on investment out there for talented STEM students of all backgrounds.

At the same time, Mines faculty members are pushing their fields in new directions, whether that's manufacturing, space resources, quantum engineering, carbon capture or more. Mines was recently classified as a R1 "Very High Activity" research institution by Carnegie, a notable feat for any university but particularly one of our size.

That size - roughly 8,200 undergraduate and graduate students - also translates to a close-knit campus community, where employees have opportunities to get involved in multiple ways, continued professional learning is valued and everyone can make an impact.

Community Alliance groups bring together employees for professional development, networking, and community involvement, and all Mines employees also have access to the wealth of activities happening every day on campus - nationally-renowned speakers, special events and Mines traditions like Engineering Days, just to name a few.

And don't get us started on our hometown. We are located in the heart of Golden, Colorado --with its charming historic downtown and nearby hiking trails - and in close proximity to all that Denver and the Rocky Mountains have to offer. That includes the sunny, high-altitude climate and outstanding outdoor recreation opportunities that make the Denver area an ideal place to live, work and play.

Are you looking for an inspiring, mission-driven workplace where you can contribute to solving the world's problems and educating the next generation of change makers? Are you an individual who values a community where our individual perspectives and experiences enrich the educational and work experience?

Look to Mines.

Equal Opportunity

Colorado School of Mines is committed to equal opportunity for all persons. Mines does not discriminate on the basis of age, sex, gender (including gender identity and gender expression), ancestry, creed, marital status, race, ethnicity, religion, national origin, disability, sexual orientation, genetic information, veteran status or current military service. Further, Mines does not retaliate against community members for filing complaints regarding or implicating any of these protected statuses.

Mines' commitment to nondiscrimination, equal opportunity and equal access is reflected in the administration of its policies, procedures, programs and activities and in its efforts to achieve a talented student body and workforce.

Through its policies, procedures and resources, Mines complies with federal law, Colorado state law, administrative regulations, executive orders and other legal requirements to prevent discrimination (including harassment or retaliation) within the Mines campus community and to address potential allegations of inequality or concerns for safety.

Colorado's premier engineering and applied science university for 150 years and counting

Apply online at https://mines.wd1.myworkdayjobs.com/en-US/Mines_Careers/job/Colorado/On-Site-Systems-and-Software-Support-Engineer_JR107501