<p><strong>Position Summary:</strong><br />This position is responsible for implementing and managing general department and project coordination of the University of Minnesota Foundation’s (UMF) Information Systems (IS) department. This work includes being the first point of contact for users in need of technology support, analyzing trends and making recommendations to leadership regarding resolution to problems, making recommendations for process improvements, and supporting technology solutions that drive fundraising at the University of Minnesota. <br /><br />Whether you’re helping a new employee get setup at their workstation or supporting a high-level executive meeting, you’re ready to share knowledge and provide exceptional assistance. You gain satisfaction from resolving problems, improving processes, exceeding expectations and supporting greatness at the University of Minnesota.<br /><br /><strong>High Priority, Customized Support:</strong><br />• Provide concierge-level technology support for high-level board, executive, and other critical meetings. <br />• Establish and develop relationships with internal partners to facilitate efficient IT support throughout the organization and for the board of trustees<br />• Responsible for workflow oversight for of user support requests in the IssueTrack system<br />• Proactively work with meeting owners to ensure technical details properly vetted and addressed.<br />• Proactively anticipate support needs across the organization and taking action to initiate appropriate support<br />• Identify opportunities that improve operations and customer service. Tabulate, calculate, and analyze issue data and make recommendations for improvement to meeting leadership.<br />• Provide counsel or appropriate referral for help with technical issues.<br /><br /><strong>Technology Project Management:</strong><br />• Coordinate project/program budgets for Information Systems team, identifying issues and recommending solutions to manager and team. Analyze and make recommendations to manager to improve inefficiencies and effectiveness of IT operations to align with IT and UMF goals <br />• Gather, compare, and analyze information from IssueTrack and other sources to make recommendations for training opportunities for UMF staff, related to IT<br />• Identify reporting needs related to IT and prepare internal and external reports to review with manager and other leaders at UMF<br />• Develop and deliver training on key technical issues for the organization<br />• Work with IT staff to assist with other project needs on the team<br />• Work with outside vendors and consultants when appropriate to provide services<br /><br /><strong>General Support </strong><br />• Prioritize and process service requests while providing excellent customer service. Follow up with staff to ensure excellent customer service.<br /> </p>
<p><strong>Required Qualifications, Knowledge, Skills, and Abilities:</strong><br />• Bachelor’s degree in a related field; or a combination of related education and work experience in system support and problem resolution to equal four years.<br />• Demonstrated advanced level experience with Microsoft Office software (Excel, Access, PowerPoint) including spreadsheet and database applications, database creation and use, advanced word-processing and presentation creation.</p><div>• Ability to assess customers’ support needs when they arrive, then provide solutions or refer them to other team members.<br />• Record of offering consistently superior levels of customer service.<br />• Ability to think calmly and rationally during a crisis, maintain poise and a professional demeanor under all circumstances.<br />• Strong general troubleshooting and problem solving skills.<br />• Affinity to technology and learning new skills.<br /><br /><strong>Preferred Qualifications and Selection Criteria:</strong></div><div>• Minimum of 1 year combined customer service and technical training.<br />• Experience providing support over the phone.<br />• Experience supporting executives.<br />• Experience troubleshooting computers and mobile phones.<br />• Experience supporting meetings.<br /><br /><strong>General Skills and Attributes:</strong><br />• Friendly presence and helpful attitude; excellent interpersonal skills and ability to work well with others at all levels of the organization.<br />• Outgoing, confident, easily builds relationships.<br />• Strong initiative to see tasks through to the end.<br />• Ability to learn quickly and adapt to change.<br />• Ability to identify opportunities for improvement.<br />• Ability to work responsibly with or without direct supervision.<br /><br /><strong>American with Disabilities Act (ADA) Requirements:</strong><br />Office environment including standing and sitting at desk, use of PC.</div>
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.