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University of Connecticut

Location: Storrs MansfieldCT 06269 Document ID: AB023-0DI8 Posted on: 2017-02-0402/04/2017 Job Type: Regular

Job Schedule:Full-time
2017-03-06
 

Information Technology Support Coordinator (Computer Technical Support Consulta


Under the supervision of the Director of Information Technology Services, this position coordinates technical support for the UConn Library's staff, patrons, and other members of the University community. In addition to coordinating end user support, this position is responsible for identifying, developing, and implementing training that enables staff to efficiently use current technologies. This position is also responsible for a variety of ITS operational and project support functions, including providing consultation, student staffing support, documentation, and communication of resolutions and services.

Duties and Responsibilities
  1. Responsible for coordinating IT User Support:
    • Serves as Tier 2 support for a wide variety of Library technologies, including staff and public computing, printing, classrooms, audio/visual technologies, and 3D printing.
    • Diagnoses, troubleshoots, and recommends corrective solutions that require knowledge of software, hardware, and networking. Escalates more advanced problems to the appropriate Tier 3 ITS staff.
    • Records and addresses all end user support requests.
    • Maintains routine equipment checks and ensures the proper organization and cleanliness of computing facilities managed by ITS.
    • Installs, tests, and monitors hardware and software as required.
    • Serves as student supervisor for ITS Tier 1 technicians.
  2. Administers the UConn Library's ticketing system, including workflow management for ticket escalation and identifying and collecting related metrics to inform service improvements and decision making.
  3. Participates in the development and design of new IT services and initiatives. Recommends areas for improvement and takes initiative to move forward new concepts.
  4. Actively identifies and implements improvements and efficiencies in user support and other areas of IT where applicable. Investigates and recommends software and equipment purchases.
  5. Creates and maintains internal and end-user technical documentation for ITS services, equipment, operations, and projects.
  6. Develops and leads training sessions for Library staff on all supported technologies.
  7. Provides implementation support for ITS projects. Assists in the planning of project timelines and recommendation of student staffing needs. Provides status updates and feedback by project.
  8. Responsible for communicating information, updates, and system outages for all IT services.
  9. Responsible for managing IT equipment inventory. Includes maintaining equipment storage and deaccessioning equipment at the end of life cycle.
  10. Occasional off-hours and/or off-location travel to Regional Campus and other partner libraries may be required.

Shared Expectations for Student Supervisors
  1. Hires, schedules, trains, and supervises student employees.
  2. Determines work assignments and provides feedback to each student employee.
  3. Approves student timecards and resolves time reporting and/or student payroll issues in a timely manner.
  4. Ensures student payroll expenditures remain within approved budget.
  5. Maintains current student employee personnel records.
  6. Adheres to the policies and procedures as outlined in the UConn Library Student Employee Handbook and the UConn Student Employment Guide.

Minimum Qualifications
  1. Bachelor's Degree or equivalent combination of education, training and/or experience in a related field.
  2. Minimum of one-year experience in computer technical support or ITS operations.
  3. Demonstrated high level of customer service and interpersonal skills.
  4. Demonstrated attention to detail and solid written and oral communication skills.
  5. Demonstrated ability to handle a variety of technical problems quickly and efficiently, and to work well under stress.
  6. Demonstrated ability to work well with a diverse population of users.
  7. Ability to travel to work locations throughout the state of CT.

Preferred Qualifications
  1. Bachelor's Degree.
  2. Demonstrated experience coordinating end-user support.
  3. Experience supervising student or professional staff.
  4. Demonstrated experience in managing a problem tracking/ticketing system.
  5. Experience with both Windows and Mac in an Active Directory environment.
  6. Experience working in an academic, library, or related setting.

Appointment Terms

This is a full time position based in Storrs with an anticipated start date of April 28, 2017. The University offers a competitive salary, outstanding benefits, including employee and dependent tuition waivers at UConn and a highly desirable work environment. Salary is dependent upon education, qualifications, and experience.

To Apply

Applications should be submitted online via UConn Jobs ( http://www.jobs.uconn.edu ) and include a cover letter, detailed resume, and contact information for three professional references.

Nominations and inquiries should be sent in confidence to khara.leon@uconn.edu . To ensure full consideration, inquiries and applications should be submitted by February 5, 2017. Employment of the successful candidate will be contingent upon the successful completion of a pre-employment criminal background check. (Search # 2017329)

This job posting is scheduled to be removed at 11:59 p.m. Eastern time on February 5, 2017.

All employees are subject to adherence to the State Code of Ethics which may be found at http://www.ct.gov/ethics/site/default.asp .

The University of Connecticut is committed to building and supporting a multicultural and diverse community of students, faculty and staff. The diversity of students, faculty and staff continues to increase, as does the number of honors students, valedictorians and salutatorians who consistently make UConn their top choice. More than 100 research centers and institutes serve the University's teaching, research, diversity, and outreach missions, leading to UConn's ranking as one of the nation's top research universities. UConn's faculty and staff are the critical link to fostering and expanding our vibrant, multicultural and diverse University community. As an Affirmative Action/Equal Employment Opportunity employer, UConn encourages applications from women, veterans, people with disabilities and members of traditionally underrepresented populations.


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