CUI IT Support

JOB SUMMARY: Clemson University is looking for CUI IT Support to fulfill the duties and requirements outlined below.

• Provides IT support for controlled unclassified information (CUI) research to ensure secure, reliable, and compliant operations of regulated research activities.

• Serves as a liaison between CCIT Customer Support and Secure Research to translate business needs into technical solutions and improve service delivery.

• Administers and provides support for the University's Microsoft GCC-High tenant and CUI ServiceNow workflows and functions.

• Provides advanced technical support and escalation for complex issues, particularly within Microsoft environments, to ensure timely resolution and continuity of IT services.

• Performs other duties as assigned.

JOB DUTIES: Advanced Technical Support & Escalation: Provides advanced troubleshooting and escalation support to resolve complex technical issues and maintain continuity of IT services. Diagnoses and resolves escalated issues, with a focus on Microsoft technologies and integrated systems. Supports the IT Support Center by serving as a subject matter expert for complex cases. Documents resolutions and contributes to knowledge base resources to improve future support outcomes. Collaborates with internal and external partners to resolve system-wide or persistent issues.

Business Analysis & Service Integration: Serves as a liaison between CCIT Customer Support and Secure Research to align technical services with business needs and improve operational efficiency. Analyzes business requirements to translate Secure Research needs into technical solutions. Coordinates with stakeholders to design and implement service workflows, including ServiceNow processes where applicable. Evaluates existing support processes to identify gaps and recommend improvements. Facilitates communication between technical teams and research stakeholders to ensure effective service delivery.

Secure Tenant Administration: Administers Clemson University’s Microsoft GCC High tenant to ensure secure, compliant, and reliable operations in support of regulated research. Manages tenant configurations, policies, and access controls to align with security and compliance requirements. Monitors system performance and security posture to proactively identify and resolve risks. Implements updates and enhancements to maintain system integrity and support evolving research needs. Collaborates with security and research teams to ensure adherence to applicable regulations and standards.

Operational Support & Continuous Improvement: Supports ongoing service operations and contributes to continuous improvement initiatives within CCIT Customer Support. Participates in process improvement efforts to enhance service quality and efficiency. Assists with documentation, reporting, and compliance-related activities. Stays current on emerging technologies and best practices relevant to secure research environments. Performs other duties as assigned.

JOB CODE: AM10

EMPLOYEE TYPE: Time-Limited (TLP) Staff

Responsibilities

JOB KNOWLEDGE Comprehensive knowledge of theories, concepts and practices and ability to use in complex, difficult and/or unprecedented situations. SUPERVISORY RESPONSIBILITIES Not responsible for supervising employees. BUDGETARY RESPONSIBILITIES Fiscal Responsibilities: Fiscal responsibilities for the department's budget, including but not limited to, financial planning and managing fund allocation

PHYSICAL REQUIREMENTS: Stand for Prolonged Period: 50% Sit (stationary position) for prolonged period: 50% Communicate, converse, give direction, express oneself: 100% Recognize or inspect visually: 100% Perceive, observe, clarity of vision: 100%

WORKING CONDITIONS: None: %

WORK SCHEDULE: Standard Hours: 37.5

Compensation Information

Expected Salary Range $79,600.00 - $111,500.00 Salary is dependent upon several factors including, but not limited to, a candidate's previous experience, knowledge, skills and performance in accordance with Clemson's compensation guidelines.

ESSENTIAL PERSONNEL LEVEL: Normal Operations - Required to follow emergency facility closure and modified operations directives, and not normally expected to work on-site during emergency situations.

JOB LOCATION: Clemson, SC

APPLICATION DEADLINE: Open until filled.

MILITARY AND VETERAN: Military Equivalency : Clemson University is proud to allow educational equivalency for military technical certifications and trainings that directly relate to the job duties.

Veteran Preference: South Carolina provides employment preference to eligible veterans for qualifying full-time permanent positions. To be considered, applicants must meet the minimum qualifications, have been discharged under honorable conditions, and indicate their veteran status in the application by uploading a DD-214 for confidential review. A request for Veteran Preference can be made via the application process. Please contact hrjob@clemson.edu with any questions or issues.

CLOSING STATEMENT: Clemson University is an EEO/AA employer. Employment decisions are made without regard to characteristics protected by applicable law including disability and protected veteran status.