Campus Applications Engineer (IT Engineer 2)

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Job ID

12686

Location

Case Main Campus

Full / Part Time

Full-Time

Regular / Temporary

Regular

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Job Description

POSITION OBJECTIVE

Working under general supervision, design and implement mid-range services to keep university core technical services running at specified service levels to enable reliable and robust services.

This includes provisioning, operating, and maintaining specialized applications to run at specified service levels. Implement installation, configuration, daily operation, and maintenance procedures in coordination with departments and vendors.

Document, audit, maintain, and support security processes. Make proactive recommendations for improving the functionality and reliability of these applications.

The position works with applications across multiple business units which are essential to the operation of the university and may impact the safety and security of the campus.

ESSENTIAL FUNCTIONS

Function as a service manager and provide primary day-to-day operational and technical support for specialized university application systems and related hardware components.

Work with end-users and vendors to identify and remediate system issues in a timely manner. Identify requirements and coordinate changes with other University Technology groups.

Perform routine hardware installation, maintenance, and removal. (50%)

Produce and maintain thorough documentation for supported applications, including the overall architecture, integrations, configuration, network topology, change procedures, troubleshooting procedures, and an inventory of related equipment.

Maintain help desk support scripts. Provide training and documentation for front-line support staff. (20%)

Ensure that systems meet applicable information security standards. Keep up to date with security technology, implement security patches and audit configurations to maintain security of enterprise systems in conjunction with the Information Security Office.

Perform regular operating system maintenance on on-premise servers that have specific downtime requirements. Coordinate application patches and updates with vendor support or campus technicians.

Work with departments to schedule downtime and assist in implementing appropriate mitigation strategies. Ensure updates are approved through change management processes.

Participate in business continuity and disaster recovery initiatives. (15%)

Proactively monitor system performance and perform regular audits of usage. Grant and revoke access to systems and underlying servers per established security policies.

Identify bottlenecks and make suggestions for operational efficiencies. Work with end-users to implement system improvements. (10%)

NONESSENTIAL FUNCTIONS

Perform other duties as assigned (5%)

CONTACTS

Department : Moderate contact with staff in the network engineering group when deploying, maintaining, or troubleshooting some types of specialized hardware devices.

Moderate contact with server and storage engineering when deploying, maintaining, or troubleshooting physical and virtual servers.

Regular contact with University General support staff and student technicians for day-to-day operations.

University : Regular in-person and virtual contact with departmental application owners when deploying, maintaining, or troubleshooting applications.

Key departments include Access Services, Dining, Facilities Services, and Public Safety.

External : Regular in-person and virtual contact with vendor implementation or support staff when deploying when deploying, maintaining, or troubleshooting applications.

Students : Infrequent contact with students who may be using supported applications.

SUPERVISORY RESPONSIBILITIES

May supervise the training and performance of student technicians.

QUALIFICATIONS

Education and Experience : Associates degree (bachelors preferred) or relevant certification and 3 years of experience - OR - High school education and 7 years of experience.

This position works with criminal justice information systems (CJIS). The incumbent must pass an FBI and Ohio BCI background check and obtain a certification in CJIS security practices within the first 30 days of employment.

The certification must be maintained throughout the term of employment. Valid Ohio drivers license with a good driving record.

REQUIRED SKILLS

Demonstrated proficiency in supporting and troubleshooting a wide variety of applications in different knowledge domains.

Proficient with web-based, client, and hybrid applications. Ability to quickly learning the fundamentals of new applications in a short time.

Server administration experience for Windows Server 2016 and later. Experience with Windows Update for Business or similar patch management tools.

Experience with Microsoft Defender for Cloud or other vulnerability management solutions.

• Experience utilizing on-premise or cloud-based endpoint management solutions in a Windows environment such as Active Directory, Group Policy, System Center Configuration Manager, Microsoft Entra, or Intune.
• Familiarity with common networking concepts and troubleshooting : IP addresses and routing, switches, firewalls, VPN, network cabling, and wireless networks.
• Ability to look at situations from multiple perspectives, break problems into component parts, and look for underlying causes and think through the consequences of different courses of action.
• Ability to handle multiple changing and conflicting priorities as part of a team. Ability to operate under tight time deadlines.
• Able to handle pressure and a heavy workload. Willingness to work long hours, when necessary. Ability to handle both regular-scheduled tasks along with unscheduled emergencies and priorities.
• Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises;

prioritizes appropriately.

Excellent English oral and written communication skills, with the ability to communicate effectively and engage with a diverse user base having varied levels of technical proficiencies.

Ability to relate to peers and staff in a positive manner and display a high degree of patience and tact. Ability to interact with colleagues, supervisors and customers face to face.

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 actively listen, responsive to verbal and non-verbal clues.
• Ability to work in a team concept, being able to play the roles of team leader and team player as required.
• Ability to be flexible in order to meet constantly changing scope and needs of the department, division and clients being served.
• Ability to manage and coordinate the activities of individuals over which the position may have no direct authority.
• This person must also possess a high degree of motivation.
• Actively demonstrates the ability to be reliable and dependable in performing job-related tasks, finishing assigned projects, meeting deadlines and appointments.
• Ability to properly handle sensitive, confidential, or proprietary information, data, documents, etc.
• Ability to identify various types of problems along with the creation of workable solutions. Requires the identification and analysis of problems, evaluation of alternatives, and provision of solutions.

Ability to diagnose and provide solutions for problems with little or no outside assistance. The ability to build on existing experience to solve new problems is critical.

• Proactively identifies, develops, and strengthens valuable relationships with other groups in the organization, and across other organizations to leverage results.
• Systematically ensures quality service. Foresees and meets the complex and diverse demands of clients.
• Consistently models high standards of honesty, integrity, trust, openness, and respect for the individual. Ability to embrace diversity.
• Experience working with diverse populations and willingness to support a community commitment to diversity, equity, and inclusion.
• Ability to meet consistent attendance.

WORKING CONDITIONS

The working conditions are typical of an office environment, networking closets, and data centers. Some heavy lifting of about 45 pounds may be required and there is some bending and kneeling involved.

This position requires driving a university vehicle. The position will need occasional access to residence hall facilities and will have frequent access to electrical rooms, networking closets, and data centers.

The employee may be required to carry a cell phone during and after their normal work hours, including weekends, to attend to after-hours emergencies.

Occasional early morning, evening, or weekend hours may be required for emergency response, scheduled maintenance activities and special projects.

Travel between various locations on campus will be required. The position requires typing on a computer keyboard and using a computer mouse and a printer.

This position is eligible for the hybrid work program with approval.

Hybrid Eligibility

This position is eligible for hybrid work arrangement up to two remote days per week at the discretion of the department.

New employees may begin a hybrid schedule upon approval from the supervisor, successful completion of an orientation period and signing the remote work checklist certification form.

Diversity Statement

In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.

Reasonable Accommodations

Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation.

Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.