Work Location: Springfield Campus
Department: Computer Services
Pay Grade: 34
Posting Number: 20170077FTS
Appointment Type: Full Time Regular
The Information Technology Support Administrator serves as a member of the leadership team of the User Support Unit of Computer Services, ensures that a high quality program of support services is continuously offered, ensures effective day-to-day operation of assigned areas and services, develops and maintains good customer relations, and provides advanced technical support for University user support efforts and initiatives.
Description of Primary Duties:
1. Models and promotes professional behavior, coordinates staff and activities, develops strategies, tactics, processes, and support structures required to continuously provide a high quality program of support services, actively participates in the selection, professional development, and management of staff, and assumes leadership of the User Support unit during absences of the Assistant Director of Computer Services, as assigned.
2. With the assistance of the Assistant Director of Computer Services and staff, ensures that a high quality program of support services is continuously offered by developing and maintaining a portfolio of all services provided, establishing appropriate service levels, metrics, best practice checklists, and workflows, defining project deliverables, establishing project timelines, and identifying resources needed for successful project completion.
3. Ensures effective day-to-day operation of assigned areas and services by monitoring service levels and staff productivity, prioritizing staffing and resources to ensure appropriate levels of service are provided, assisting in lifecycle planning and maintaining a current inventory of all assets and resources used and required by assigned staff and services, and documenting and managing all security groups, configurations and changes for assigned areas and services in accordance with university guidelines and best practices.
4. Develops and maintains good customer relations by regularly meeting with staff to review, assess, and suggest improvements regarding technical support for their assigned areas, providing clear, timely, and professional communications with customers and coworkers using appropriate tools and channels, and following up on work accomplished by the team to ensure customer satisfaction and acting accordingly on feedback provided.
Minimum Acceptable Qualifications:
Education: An Associate's degree or equivalent number of college credit hours is required. A Bachelor’s degree in communication, education or an information technology-related field is preferred.
Experience: A minimum of three years of experience supporting a wide range of information technology in a fast-paced, cross-functional, and team environment is required. Experience installing and managing hardware and software using enterprise management software is required. Experience working in a higher education environment is preferred. Experience supervising information technology support staff is preferred.
Skills: Effective interpersonal, customer service, organizational, project management, change management, service management, and team-building skills are required. Strong time management skills, including the ability to multi-task, prioritize, and individually manage a changing workload and schedule, are required. Excellent analytical skills and problem-solving ability are required. Excellent verbal, presentation, and written communication skills with proficiency in writing technical documentation is required. Knowledge and understanding of effective practices for IT service delivery and support is required. Knowledge and understanding of effective practices for IT security is required. The ability to maintain confidentiality in regard to information processed, stored, or accessed by the systems is required. The ability to work effectively with a variety of constituencies possessing a wide range of technical knowledge is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.
Effort: This position connects cables which may require climbing ladders or working under desks and loads and unloads equipment such as furniture, printers, and computers and supplies such as paper, toner, and cleaning supplies from shelves up to five feet high. This position lifts and transports multiple items weighing less than twenty-five pounds (typically weighing less than ten pounds) on a daily basis and between twenty-five and fifty pounds about three times weekly. This position installs equipment and inspects whether it is working properly and inspects facility conditions for damages, theft, safety risks, and security.
Other: The twenty-four hour scope of University operations may result in the need to work evenings, nights, and weekends to support implementations or upgrades and to respond to major issues with IT operations.
Special Instructions to Applicants:
First date of consideration will be 5/26/17.
Official transcripts will be required at the time of the hire.