Job Summary 

Pay Grade:  Coordinator 10

This position provides oversight for IT-related end user support services for a designated region including supervision of assigned staff and delegation and oversight of IT related work assignments.
 

Responsibilities and Duties (*Essential Functions)

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.

*Recruits, supervises and evaluates assigned staff for all activities related to Tier 1, Tier 2 and portions of Tier 3 support.
 
*Acts as the primary region point of contact for the escalation of incidents or problem tickets for the assigned region
 
*Leads IT-related regional projects including setting goals and priorities; and provides various levels of regional IT support as needed
 
*Coordinates ITS operations for the assigned region by providing direct and critical oversight of the resolution of end user device issues
 
*Takes a lead role in collaborating with ITS personnel to resolve IT-related issues, fulfill requests, develop and maintain processes and procedures, and related documentation. 
 
*Provides advanced troubleshooting and problem determination support.
 
*Troubleshoots advanced software and hardware issues, and documents advanced procedures
 
*Responsible for scheduling staff to ensure appropriate coverage for regional support of assigned campuses

Monitors active problem calls for compliance with SLA standards and follow-up with assigned personnel to ensure timely resolution
 
Collaborates with ITS management in developing processes, procedures, and standards for installing and deploying end users devices and supported software applications
 
Analyzes technology impact on business processes and advises ITS management on feasibility, effectiveness, viability, and sustainability of solutions to develop standards surrounding business needs
 
Determines end user business requirements and recommends standard hardware and software configurations that best meet these requirements
 
Coordinates vendor and third party visits to campus in support of IT projects, initiatives, and problem resolution efforts
 
Provides hardware and software training as needed for faculty, staff, and students
 
Oversees and evaluates the effectiveness of procedures and processes
 
Conducts research on latest advancements in IT technologies and service desk processes in supporting continuous improvement
 
Provides feedback to ITS management in developing strategies and implementing initiatives related to end user devices

Completes an annual applied benchmark project on an individual or a group basis

Knowledge, Skills, and Abilities

Demonstrated focus on customer service skills and ability to communicate clearly and effectively to a wide variety of audiences.
 
Ability to take a leadership role in assigning and escalating incidents and problems to ensure quick resolution.
 
Ability to troubleshoot and resolve technical problems related to end users.
 
Demonstrated experience in the development of technical and user documentation.
 
Ability to multi-task and set priorities within tight timelines and high client expectations.
 
Ability to understand and clearly relate to other members of the college technical specifications and general components as it pertains to software, operations, and security
 
Fosters an open, collaborative relationship with faculty, staff, and students to identify and resolve requests or problems.
 
Strong knowledge of industry standard project management concepts.
 
Knowledge and understanding of current technologies needed by large educational institutions.
 
Ability to read, analyze, and interpret technical documentation.
 
Good analytical, customer service and team-oriented interpersonal skills.
 
Demonstrated ability to present ideas and conduct training for groups of people.
 
Advanced critical thinking and problem determination skills.
 
Strong verbal and written communication skills.
 
Strong understanding of computer networking principles and security.
 
Basic understanding of audiovisual technology.